Service Desk Supervisor

Work Schedule:

This is a full-time position scheduled to typically work Monday through Friday, with core hours between 10:30am - 7pm.

This position is hybrid and is expected to come onsite 2-4 times per year for team meetings.

Applicants hired into this position can work from either Illinois or Wisconsin.

Details will be discussed during the interview process.

Be part of something remarkable

Join the #1 hospital in Wisconsin! Help ensure the effective operation of the Service Desk team as they provide the highest quality of customer service to UW Health employees and patients.

We are seeking a Service Desk Supervisor to:


* Lead daily operations of the Service Desk, including planning, organizing, assigning, and scheduling work to ensure appropriate coverage across phone and self-service channels.


* Guide and support staff in troubleshooting and resolving technical issues, promoting consistent and efficient service delivery.


* Coach, mentor, and develop team members to help them achieve individual and team goals.


* Monitor performance by reviewing calls and tickets, providing timely feedback, and identifying opportunities for process improvement.

At UW Health, you will have:


* An excellent benefits package, including health and dental insurance, paid time off, retirement plans, two-week paid parental leave and adoption assistance.


* Options for a variety of schedules and shifts that offer flexibility and allow for work-life balance.


* Access to great resources through the UW Health Employee Wellbeing Department that supports your emotional, financial, and physical well-being.


* Tuition benefits eligibility - UW Health invests in your professional growth by helping pay for coursework associated with career advancement.


* The opportunity to earn a referral bonus for referring friends, former colleagues or others to apply for open, posted positions.

Qualifications



* Associate's Degree in Healthcare, Information Technology, Business, or related field Required


* Two (2) years combination of relevant experience and education may be considered in lieu of degree


* Bachelor's Degree or Master's degree in Healthcare, Information Technology, Business, or related field Preferred

Work Experience



* Demonstrated success in mentoring and coaching employees Required


* Demonstrated success with implementing strategies to aid staff in meeting metrics and goals


* Demonstrated success in effectively handling multiple issues simultaneously Required


* Demonstrated success forming and sustaining collaborative, trusted-advisor relationships with stakeholders and IS colleagues Required


* 5 years of relevant experience in a health care setting


* Experience leading Tier 1 and Tier 2 support teams in a 24x7 health care setting Preferred


* Experience supervising staff in Information Services Preferred

Licenses & Certifications



* ITIL certification Preferred


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