Supervisor, IT Customer Experience

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Job Title:Supervisor, IT Customer ExperienceDepartment:Health System Shared Services | Desk Top Support

Scope of Position
The IT Customer Experience team supports The Ohio State University Medical Center (OSUMC) and its patients. The division is responsible for providing centralized 24x7 technical and operational support for IT systems. Our team provides front-line telephone support for all organizational mission-critical computer systems and applications. This area is also responsible for communicating, tracking and reporting computing environment outages and service levels while assuring the availability, integrity and confidentiality of the OSUMCs computing environment.

Position Summary
Under minimal direction of the IT Customer Experience Manager, assigns personnel to various operations and directs their activities, reviews and evaluates their work and prepares performance reports. Responsible for making sure that all Service Desk, Clinical Applications Support and MyChart Support staff are trained and kept up-to-date on the latest hospital standard applications and procedures. Coordinates the daily operations of the OSUWMC IT Service Desk, providing customer service/support to medical center staff reporting problems/requesting services of OSUWMC IT Staff. Insures that appropriate staffing levels are maintained, making adjustments to staffing schedules when necessary.

Minimum Qualifications
Bachelor's degree in computer science or related field and 3 years of Service Desk experience, or an equivalent combination of education and experience. Working knowledge of computing environments, skills, PC and computer terminology, computing technologies, PC operating systems and applications; prior supervisory experience preferred. Help Desk Institute, Help Desk Analyst certification is a plus.

Additional Information:

Our Comprehensive Employee Benefits Include:

• An array of retirement plan options, each with a generous employer contribution.
• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
• Paid vacation and sick leave, including short and long-term disability and paid parental leave.
• Get the most out of the Public Service Loan Forgiveness program.
• And much more

Location:Ackerman Rd, Position Type:RegularScheduled Hours:40Shift:First Shift

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

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The university is an equal opportunity employer, including veterans and disability. 

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