Service Desk Supervisor at UC HEALTH LLC in Cincinnati, Ohio

Job Description:

UC Health is hiring a Full Time Service Desk Supervisor for the IS&T Department

Supervise and oversee the daily operations of the IS&T department, ensuring the efficient and effective use of technology to support UC Health's mission. This role involves managing a team of IS&T professionals, coordinating with other departments, and implementing IS&T policies and procedures to enhance patient care and administrative functions.

Works independently with little to no direction. This description is only a summary of some of the typical functions of the role. It is not an exhaustive list of all possible job responsibilities and tasks, qualifications, skills and duties, any of which might differ or be modified at any time.

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.Education and Certification:

• Minimum Required: Associate's Degree* in Computer Sciences or similar.
• Preferred: Bachelor's Degree in Computer Sciences or similar.

*2 Years equivalent experience can substitute for a Associate's Degree plus 5 years working experience (7 years total).

Technical Skills & Experience:

• 
  Communication: Clear verbal and written instructions.
• 
  Decision-making: Critical thinking for quick decisions.
• 
  Interpersonal Skills: Building strong relationships.
• 
  Adaptability: Adjusting to changing situations in a fast-paced environment.
• 
  Time Management: Prioritizing tasks efficiently.
• 
  Conflict Resolution: Maintaining a positive work environment.
• 
  Cooperation: Fostering a collaborative environment.
• 
  Mentorship: Guiding and mentoring team members.
• 
  Positivity: Motivating a team.
• 
  Willingness to Learn: Seeking self-improvement opportunities.
• Strong knowledge of IT systems, networks, and software.
• Preferred experience in a similar supervisory role in healthcare.

Availability and Flexibility:

• On Call Required.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is committed to providing an inclusive, equitable and diverse place of employment.Operational Responsibilities

• Ensures customer satisfaction with IS&T infrastructure components within UC Health, supporting both clinical and administrative functions.
• Oversees and enhances process flows for quality control and daily support of healthcare IS&T systems, ensuring seamless operation for patient care.
• Reviews and approves IS&T PTO requests only after confirming adequate coverage to maintain uninterrupted IS&T support for healthcare services.
• Prepares and approves payroll time sheets for manager final approval, ensuring accurate and timely compensation for IS&T staff.
• Supervise and mentor IS&T staff, including hiring, training, performance evaluations, goal setting and professional development. Facilitates necessary escalations to IS&T Management and Human Resources as appropriate, ensuring swift resolution of IS&T issues impacting healthcare delivery.
• Assists the Manager with support activities, contributing to the overall efficiency and effectiveness of the IS&T department in a healthcare setting.

Process and Workflow

• Assists in the development of a comprehensive staff training plan, ensuring employees are trained in new or revised tasks to support healthcare operations.
• Researches enhancements, new tools, and technologies to improve the end-user environment, enhancing patient care and administrative efficiency.
• Provides accurate and timely Project Plans / Rounding documentation, supporting the effective implementation of IS&T projects in a healthcare setting.
• Monitors and reports on multiple ITSM queues, ensuring timely resolution of IS&T issues that impact healthcare services.
• Documents and maintains support processes and procedures, assessing the need for any reconfigurations based on request trends and making recommendations to improve IS&T support.
• Interacts and builds working relationships with IS&T customers and other IS&T staff and management, collaborating on project duties to enhance healthcare IS&T services.
• Participates in and facilitates staff meetings and training sessions, promoting continuous learning and improvement within the IS&T team.
• Prepares daily and monthly reports on statistical data, providing insights to support decision-making in healthcare IS&T management.
• Meets regularly with the manager to discuss process and procedure improvements, ensuring the IS&T department continuously enhances its support for healthcare operations.

Planning / Communications

• Coordinates meetings and communicates IS&T changes to the organization as needed, ensuring clear and timely information dissemination related to IS&T initiatives.
• Collaborate with the leadership team, employees, and vendors to provide necessary information for IS&T support, installation, upgrade, repair, and maintenance of healthcare systems.
• Informs IS&T Leadership of any known circumstances affecting systems, ensuring proactive management and resolution of issues impacting healthcare operations.

Problem Resolution

• Acts as the primary technical resource for staff in resolving IS&T problems, ensuring minimal disruption to healthcare services.
• Makes decisions by committing to actions after considering alternatives based on logical assumptions drawn from available information, prioritizing patient care and operational efficiency.
• Applies knowledge of resources, constraints, and organizational values in the decision-making process, aligning IS&T solutions with UC Health's mission and goals.
• Facilitates problem resolution for issues impacting the organization, including but not limited to cyber security events and working with technical architects and engineers for resolution.
• Ensure communication occurs effectively with IS&T and other stakeholders as needed to ensure timely and effective solutions.

Other duties as assigned

• Acts as the backup for the IS&T Manager as needed, including on-call duties, ensuring continuity of leadership and support for healthcare IT operations.
• Provides input to leadership regarding budget and staffing, contributing to strategic planning and resource allocation to support healthcare IT needs.
• Performs other duties as assigned by the Manager, adapting to the evolving needs of the healthcare organization and ensuring the IT department's effectiveness.

Operational Responsibilities

• Ensures customer satisfaction with IS&T infrastructure components within UC Health, supporting both clinical and administrative functions.
• Oversees and enhances process flows for quality control and daily support of healthcare IS&T systems, ensuring seamless operation for patient care.
• Reviews and approves IS&T PTO requests only after confirming adequate coverage to maintain uninterrupted IS&T support for healthcare services.
• Prepares and approves payroll time sheets for manager final approval, ensuring accurate and timely compensation for IS&T staff.
• Supervise and mentor IS&T staff, including hiring, training, performance evaluations, goal setting and professional development. Facilitates necessary escalations to IS&T Management and Human Resources as appropriate, ensuring swift resolution of IS&T issues impacting healthcare delivery.
• Assists the Manager with support activities, contributing to the overall efficiency and effectiveness of the IS&T department in a healthcare setting.

Process and Workflow

• Assists in the development of a comprehensive staff training plan, ensuring employees are trained in new or revised tasks to support healthcare operations.
• Researches enhancements, new tools, and technologies to improve the end-user environment, enhancing patient care and administrative efficiency.
• Provides accurate and timely Project Plans / Rounding documentation, supporting the effective implementation of IS&T projects in a healthcare setting.
• Monitors and reports on multiple ITSM queues, ensuring timely resolution of IS&T issues that impact healthcare services.
• Documents and maintains support processes and procedures, assessing the need for any reconfigurations based on request trends and making recommendations to improve IS&T support.
• Interacts and builds working relationships with IS&T customers and other IS&T staff and management, collaborating on project duties to enhance healthcare IS&T services.
• Participates in and facilitates staff meetings and training sessions, promoting continuous learning and improvement within the IS&T team.
• Prepares daily and monthly reports on statistical data, providing insights to support decision-making in healthcare IS&T management.
• Meets regularly with the manager to discuss process and procedure improvements, ensuring the IS&T department continuously enhances its support for healthcare operations.

Planning / Communications

• Coordinates meetings and communicates IS&T changes to the organization as needed, ensuring clear and timely information dissemination related to IS&T initiatives.
• Collaborate with the leadership team, employees, and vendors to provide necessary information for IS&T support, installation, upgrade, repair, and maintenance of healthcare systems.
• Informs IS&T Leadership of any known circumstances affecting systems, ensuring proactive management and resolution of issues impacting healthcare operations.

Problem Resolution

• Acts as the primary technical resource for staff in resolving IS&T problems, ensuring minimal disruption to healthcare services.
• Makes decisions by committing to actions after considering alternatives based on logical assumptions drawn from available information, prioritizing patient care and operational efficiency.
• Applies knowledge of resources, constraints, and organizational values in the decision-making process, aligning IS&T solutions with UC Health's mission and goals.
• Facilitates problem resolution for issues impacting the organization, including but not limited to cyber security events and working with technical architects and engineers for resolution.
• Ensure communication occurs effectively with IS&T and other stakeholders as needed to ensure timely and effective solutions.

Other duties as assigned

• Acts as the backup for the IS&T Manager as needed, including on-call duties, ensuring continuity of leadership and support for healthcare IT operations.
• Provides input to leadership regarding budget and staffing, contributing to strategic planning and resource allocation to support healthcare IT needs.
• Performs other duties as assigned by the Manager, adapting to the evolving needs of the healthcare organization and ensuring the IT department's effectiveness.

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