Welcome page Returning Candidate? Log back in! Service Desk Supervisor Job Locations US-AZ-TEMPE ID 2025-161618 Line of Business OnePoint Patient Care Position Type Full-Time Our Company

OnePoint Patient Care

Overview

The Service Desk Supervisor is responsible for coordinating the efficient and effective operations of the Service Desk for OnePoint Patient Care. This includes, but is not limited to, work direction and supervision of Service Desk Specialists and coordination with other information technology staff. This position is responsible for planning, assigning, and directing work; documenting and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems. The Service Desk Team Lead / Supervisor develops regular reports on Service Desk contacts, ensures that service levels are met, identifies trends, and makes recommendations for service improvements.

Responsibilities Monitor Service Desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls on network problems, computers, core software products, and related hardware peripherals.Monitor Service Desk activities and respond to inquiries; provide technical troubleshooting, determine type of request, diagnose, and provide solutions or escalate complex problems to appropriate personnel as required, and ensure proper problem notification procedures are being followed.Design and enforce request handling and escalation policies and procedures.Oversee the development, implementation, and administration of the Service Desk training procedures and policiesTrack and analyze trends in Service Desk requests and generate statistical reportsAnalyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problemsTrain Service Desk staff on areas of responsibility, new technology, and support proceduresEnsure Service Desk staff provides consistent, high-quality, and professional service, including communication and telephone skills.Proactively identify process improvement opportunities, including end-user training tools and documentationPerform related duties as assigned Qualifications

Training and Experience:

Degree in computer science or a similar fieldMinimum of five years experience in information technology fieldFive years in a management role is desiredA+, Network+, MCP, MCSA a plusFamiliar with IT standard concepts, practices, and procedures. ITIL training and exposure and HDI certification(s) a major advantageExperience working with a help desk ticket system such as Serviec Desk, Fresh Service, ServiceNow, etc. as well as RMM tools such as NinjaRMM, Bomgar, etc.Experience in troubleshooting and supporting computer systems and working with technical and non-technical end users

Skills and Abilities:

Demonstrated progressive experience in the supervision of a technical support teamSolid relationship management and performance management skillsAbility to motivate and direct staff members and subordinatesExceptional written and oral communication skillsExceptional interpersonal skills, with a focus on listening and questioning skillsStrong documentation skillsAbility to conduct research into a wide range of computing issues as requiredAbility to absorb and retain information quicklyAbility to present ideas in user-friendly language to non-technical staff and end usersKeen attention to detailProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExceptional customer service orientationExperience working in a team-oriented, collaborative environmentAbility to provide after-hours operations and on-call support (including, nights, weekends, and holidays) on a required rotating schedule About our Line of Business About OnePoint Patient Care
 
OnePoint Patient Care is the nation’s leading independent provider of community-based hospice pharmacy and pharmacy benefits management (PBM) services – offering hospices nationwide flexible and adaptable solutions for their hospice pharmacy needs. OnePoint fills prescriptions, creates custom compounds and formularies, provides home deliveries, and manages pharmacy benefits for more than 32,000 patients per day. Through its Concierge PBM, Next Day Valet mail order and Direct Express local services, OnePoint serves more than 350 hospice programs and is available in 50 states.
 
OnePoint was one of the first pharmacies to begin serving the hospice industry when the Medicare hospice benefit began in the 1980s. Today OnePoint has grown to be one of the leading national hospice pharmacies with 15 locations strategically positioned throughout the United States, with additional plans for expansion. For additional information on what OnePoint can do, visit www.oppc.com or call (866) 771-OPPC. Follow us on Facebook, Twitter, and LinkedIn.