Supervisor, Global IT Servicedesk

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

Availity is a Healthcare IT company headquartered in Jacksonville, FL with an office in Bangalore, IN and a significant remote workforce as well. Availity is the nation’s largest health information network, connecting 2 million providers nationwide and processing more than 12 billion transactions a year, and growing! We work collaboratively with health plans and providers to disrupt an antiquated healthcare system by solving core issues in the way stakeholders communicate. Fixing the broken provider data management process and creating real time communication of risk and quality information are just two of the ways Availity is streamlining this process. Availity also offers providers, hospitals, and health systems revenue cycle and patient financial management solutions. We help prepare our providers for the rise in consumerism and value-based care, so that they can get paid accurately, and timely, for their services.
The Service Desk Supervisor is part of the IT Support team within User Services. They are responsible for ensuring excellent, consistent service and quick resolutions for internal corporate computing issues. This individual is responsible for overseeing the day-to-day operations of our service desk team, ensuring efficient and timely resolution of customer technical issues by managing staff, monitoring performance, escalating complex problems, and implementing process improvements to maintain high-quality customer service standards while meeting key performance indicators (KPIs).
Additional responsibilities include but are not limited to; oversight of technicians engaged in configuring and deploying Windows/Mac systems, upgrades, and performance monitoring systems; purchase of IT equipment; asset controls, and associated equipment maintenance.
This role will work with the User Services Managers and Sr. Manager of User services to plan, implement, and initiate defined goals and programs in support of IT at Availity. The computer/IT environment includes all PCs, Mac laptops, tablets, printers, and peripherals, as well as Android/iOS mobile operating systems, and related software/systems.
KEY RESPONSIBILITIES:
• Provides supervision of IT Service Desk technicians and serves as a management escalation point for desktop computing issues.
• Provides for and ensures the training and development of staff members in the effort of maintaining and enhancing knowledge of the environment.
• Provide training for all new IT Service Desk technicians on team processes and procedures.
• Maintains service levels, standards, policies, and procedures pertinent to User Services.
• Responsible and accountable for meeting internal customer needs.
• Provides planning and coordination for ITS projects, in conjunction with direction from the IT Support Manager and Sr. Manager of User services.
• Ensures that ITSM systems are utilized and updated properly for work performed, as well as maintenance of IT asset inventory.
• Reviews monthly ticket and service request reports, identifying process improvements and trend analysis.
• Provide oversight of RMA/equipment return processes for terminated employees.
• Reporting of trending issues and other metrics for leadership; creates and communicates KPI’s to staff in one-on-one meetings.
• In addition to the above job responsibilities, other duties may be assigned.
QUALIFICATIONS:
• Strong customer service skills.
• Minimum 2+ years of experience with managing service desk technicians.
• Solid knowledge and understanding of application systems and computing devices
• Must be proficient in the use of Microsoft 365 applications (Word, Excel, PowerPoint, Teams, OneDrive, and Outlook).
• Strong organization and prioritization skills.
• Strong critical thinking and problem-solving skills.
• Strong research skills.
• Ability to work well under pressure and deadlines.
• Capable of working without day-to-day direction from supervisor but knows when to solicit input.
• Communicates well in non-technical terms to users.
• Ability to train, educate, and problem-solve with staff.
• Good written and verbal communication skills.
• Strong understanding and implementation ability of process and procedures.
EDUCATION AND EXPERIENCE:
Education:
• High school diploma or GED required. Bachelor's degree preferred.
• ITIL certification or related experience
Experience:
• 4+ years of IT desktop/remote support experience in an enterprise environment
• 2+ years of leadership experience.
• 2+ years of inventory management experience.
• Advanced ability to lead, coach and mentor a team with a strong focus on customer service.
• Working knowledge of ticketing systems, ticket management, and ticket metrics.
• Experience with project management, process creation and documentation.
Here what to expect after applying;
- Recruiter review resume
- Manager review resume
- Interview with Talent Acquisition
- Interview with Manager
- Team Interview

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

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