Help Desk Supervisor

About the role

At Stony Brook Medicine the key responsibility of the Help Desk Supervisor is to supervise the day-to-day operations of their Help Desk shift staff. The supervisor monitors daily workflow to ensure timely and accurate resolution of problems reported to Help Desk. They should identify complex technical problems and manage resolution and escalation procedures to ensure that Information Technology services are available and downtime is minimized.

Responsibilities

• Oversee the activities of the appointed Help Desk department shift, including staff scheduling, training, counseling and monitoring.
• Ensure that shift staff obtain all necessary information regarding problems to our Information Technology hardware, software and applications, and records the details in the IT Service Management system for resolution and tracking.
• Monitor and ensure a high level of availability of our electronic patient care systems and resources at all times.
• Follow established procedures to escalate problems to the appropriate IT