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Help Desk Supervisor
Ref No.: 18-00038
Location: Urbandale, Iowa
Position Type:Direct Placement
Start Date: 02/07/2018
The Help Desk Supervisor directly supervises the day-to-day operations of the Help Desk including the Inbound and Outbound agents. The Help Desk Supervisor identifies, researches, and resolves complex technical problems and creates and manages escalation procedures. The Help Desk Supervisor ensures service levels are maintained and documents, tracks, and monitors problems to ensure resolution in a timely manner.

  1. 60%: Provides leadership for the Help Desk agents. Ensures staff coverage, training and consistency across the Help Desk. Provides input to management regarding performance of team members. Motivates and inspires employees, build relationships and take initiative. Provides issue resolution and conflict management. Coaches employees, offers appropriate feedback and ongoing technical direction and mentoring. Position does not have hiring or firing authority but does provide input on performance evaluations as well as the delivery of the performance management process.
  2. 20%: Establishes and implements performance metrics, escalation procedures and quality assurance input.
  3. 10%: Leads and/or participates in project work relating to call center operations, including process improvement initiatives and special projects.
  4. 10%: Represents the Help Desk on all Lines of Business issues including all aspects of problem management (triage, research, resolution).


Associate's Degree

Type of Credentials/Licenses: related discipline or the equivalent combination of experience and certifications

Related Work Experience: 0-2 years

Work experience / skills / abilities required to perform the job effectively.
• Minimum of 1 year of experience in a technical help desk role required
• Sharp analytical and critical thinking skills
• Ability to stay abreast of changes with clients
• Ability to meet time sensitive deadlines
• Excellent understanding of required technical aspects for the supporting tools & processes
• Strong verbal and written communication skills
• Strong customer service skills
• Ability to collaborate with employees and management
• Solid planning, organizational and time management skills s
• Ability to maintain confidentiality
• Strong knowledge of the HCQIS contract
• Strong decision making skills
• Ability to prioritize and manage multiple priorities simultaneously
• Health care experience, Remedy system knowledge and proficiency in MS Office applications preferred.
This position reports to Help Desk Manager. This position serves as a resource for other employees. May communicate instructions, do minor scheduling and inspect work. May provide input in hiring, terminating, disciplining, promoting, demoting, transfers or appraising of employees.