Supervisor, IT Customer Experience

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

Bachelors 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.

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!