OnePoint Patient Care

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.

• 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 policies
• Track and analyze trends in Service Desk requests and generate statistical reports
• Analyze 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 problems
• Train Service Desk staff on areas of responsibility, new technology, and support procedures
• Ensure 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 documentation
• Perform related duties as assigned

Training and Experience:

• Degree in computer science or a similar field
• Minimum of five years experience in information technology field
• Five years in a management role is desired
• A+, Network+, MCP, MCSA a plus
• Familiar with IT standard concepts, practices, and procedures. ITIL training and exposure and HDI certification(s) a major advantage
• Experience 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 team
• Solid relationship management and performance management skills
• Ability to motivate and direct staff members and subordinates
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to provide after-hours operations and on-call support (including, nights, weekends, and holidays) on a required rotating schedule

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.