Service Desk Supervisor

How will this role have an impact?

The Service Desk Supervisor will provide leadership and guidance to our expanding and maturing IT help desk team. This role will not only keep the day to day flow of the Service Desk running smoothly, but will also be constantly on the lookout for ways to improve and refine our processes. Through reporting, trending, mentoring, and schedule management, the Service Desk team lead will help ensure our high levels of service continue to be provided in a growing and changing environment.This role will report to our Manager, IT OperationsDiversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

What will you do?

• Provide leadership and workload management on a daily basis. This includes monitoring the call queue, ticket queue, chat queue and ensuring work is distributed and completed in a timely fashion.
• Create and manage both intra and inter team work processes that will boost the level of productivity, enhance excellence in communication, monitor the level of service delivery, and help to determine areas of improvement.
• Identifies, monitors, and drives improvement in key performance indicators and service
• level agreements.
• Assists in the development of appropriate technical documentation, policies, procedures, and team schedules.
• Approves and monitors employee timecards, schedule adherence, and attendance.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job performance; motivating, coaching, and counseling; initiating, coordinating, and enforcing systems, policies, and procedures.
• Act as Subject Matter Expert and point of escalation for Service Desk team members.
• Evaluate critical issues and escalation to the appropriate teams. Update Manager of critical issues and trends impacting the Service Desk Team.
• Creates an engaging and innovative work environment that fosters collaboration among team members, career growth and excellence in achieving operational results.

We are looking for someone with:

• Strong understanding of ITSM and ITIL frameworks.
• Excellent analytical, conceptual, and problem-solving abilities. Excellent process flow and technical support documentation skills.
• Excellent communication and interpersonal skills; Able to communicate at all levels in the entire organization.
• Ability to manage a team as well as work independently. Open, direct, and possess proven project & time management skills.
• 5+ years of experience in an IT support role required, 2+ years of prior team lead or supervisory experience preferred.
• High level of initiative and work ethic, self-motivation and a self-starting mindset.
• IT or Technology related degree, or work experience equivalent required, and industry certifications preferred.
• Moderate to advanced Microsoft Excel skills a plus

The base salary hiring range for this position is $64,500 to 110,400. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan. We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.

About Us:
Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals' clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we're able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.
Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify's intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.
To learn more about how we're driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com.

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.
We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.