Service Desk Supervisor

Driving Excellence in IT Support for Better Healthcare

Transform your career in the healthcare IT landscape, where technology bridges care and convenience. ITService Desk Supervisorrole ensures you're not just solving technical challenges but also finding the perfect rhythm between work and life. Step into a dynamic space where your expertise supports healthier futures while keeping your own balance in check.

Job Description

As an IT Service Desk Supervisor, you'll lead a team of 1st and 2nd line technicians, ensuring customer-focused service delivery and operational efficiency. Collaborating with various IT and business teams, you'll resolve technical issues, maintain SLAs, and drive process improvements. This role demands strong problem-solving, customer-facing skills, and resilience under pressure.

• Supervise a team of 1st and 2nd line support professionals, ensuring skill development and understanding of customer environments to deliver exceptional service.
  
• Liaise with customers on active issues, coordinating and scheduling technical specialists and third parties to resolve problems effectively within SLA.
  
• Collaborate with the ICT ServiceDesk Manager to analyze issue patterns and recommend improvements to reduce future incidents.
  
• Provide management with regular updates on issue statuses and escalate unresolved problems for decision-making and action.
  
• Monitor all current service issues, ensuring actions are followed through, and keep customers informed at every stage of resolution.
  
• Coordinating the work of the 1st and 2nd line support technicians in the team to ensue tickets are worked through effectively.
  
• Ensuring the business SLA are met by the ServiceDesk team.
  
• Reviewing systems and processes which help the team manage incidents, problems and escalations reliably and systematically, and regularly review these to ensure they remain fit for purpose.
  
• Mentor and coach staff to enhance their technical skills and customer support knowledge.
  
• Maintain and update the Knowledge Base and ServiceDesk Policies by liaising with document owners to ensure relevance and accuracy.
  
• Collaborate with Support and ServiceDesk Managers to implement strategic changes and evaluate solutions to improve operations.
  

You'll Be Responsible For:

• Ensure the implementation and maintenance of effective systems and processes that enable the team to manage incidents and escalations reliably and systematically.
  
• Regularly review systems and processes to ensure they remain efficient and fit for purpose.
  
• Track and monitor key incidents to ensure resolution meets customer satisfaction and adheres to agreed service levels.
  
• Escalate unresolved incidents to senior management for timely decision-making and action.
  

What You'll Be Working On

• Establish clear priorities and support the team in identifying and addressing critical issues first, leveraging your knowledge of the customer environment.
  
• Provide guidance and technical support to the team, fostering the development of their knowledge and expertise to better serve customers.
  
• Conduct coaching sessions for the wider team and ensure training targets, as defined by the ICT ServiceDesk Manager, are achieved.
  
• Own and maintain the Knowledge Base and Service Catalogue, ensuring documentation remains current and aligns with changing business requirements.
  
• Manage and update the Asset Register for daily operations and audit purposes, ensuring accuracy and reliability.
  
• Handle Major Incident and Problem tickets by investigating root causes, managing communications, and proposing solutions to minimize future impacts.
  
• Assist the ServiceDesk Manager in constructing and processing reports.
  
• Act as a stand-in for the ServiceDesk Manager during absences.
  
• Keep customers informed about the progress of their issues, ensuring status updates are communicated clearly and promptly.
  
• Secure and inventory ServiceDesk storage spaces, ensuring assets are accurately recorded in the Asset Management database.
  
• Provide recommendations for new equipment purchases outside the scope of other IT sections.
  
• Construct and distribute general ServiceDesk communications to the business in a timely manner.
  
• Perform other reasonable duties as required to ensure the ServiceDesk operates effectively.
  

Requirements

The Qualifications We Seek

• Demonstrate great customer responsiveness, earning the trust and appreciation of customers.
  
• Professional and organized, ensuring all actions and commitments are followed through effectively.
  
• Trusted by IT colleagues to interpret customer issues and translate them into actionable technical solutions.
  
• Detail-oriented, ensuring nothing is missed and maintaining accurate records.
  
• Passionately focused on customer service, willing to go above and beyond to resolve issues and support ServiceDesk staff.
  
• Personable and sociable, able to connect easily with customers and colleagues.
  
• Resilient under pressure, maintaining a calm and professional demeanor during complex issues.
  
• Reliable, consistently delivering on tasks and responsibilities without fail.
  
• Skilled at explaining technical concepts in a way that is clear and non-patronizing to customers.
  
• Diligent in keeping accurate records and ensuring colleagues can rely on your documentation.
  
• Communicative, providing regular updates to customers and colleagues.
  
• Thoughtful and creative, offering innovative solutions to complex problems.
  
• Self-motivated and proactive in taking the initiative to solve problems.
  
• Action-oriented, with a strong drive to ensure customer satisfaction.
  

What We Value in You

• Self-starter, confident in independently handling tasks and providing effective solutions.
  
• Commitment to improving healthcare outcomes and enhancing overall service quality.
  
• High personal standards, always striving for improvement.
  
• Collaborative and cooperative approach, fostering teamwork.
  
• Confident and assured without arrogance, demonstrating sound judgment and decision-making.
  
• Respectful of diverse perspectives and open to new ideas.
  
• Flexible in adapting to changes in requirements and willing to adjust schedules as needed.
  
• Honest and full of integrity in all actions and decisions.
  
• Willingness to share opinions and contribute innovative ideas to improve processes.
  

Experience and Technical Skills

• Understanding of ITIL and service management processes from prior experience in similar frameworks.
  
• Customer-facing experience, particularly in customer service or support roles.
  
• Familiarity with medical technologies (e.g., DESP, CHIS, MRI, CT, THLC, CDCs, and mobile fleets) is an advantage.
  
• Comfort working under pressure in extended service hours, ensuring customer satisfaction.
  
• Knowledge of IT infrastructure, networks, operating systems, purchasing processes, and application systems, with an understanding of typical issues.
  
• Experience as part of a ServiceDesk team, ideally at Support Level 2 as defined by ITIL.
  
• Familiarity with Asset Management, Knowledge Base use, and ticket management under SLA.
  
• Prior experience in medical or clinical environments is highly beneficial.
  

Benefits

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
  
• Competitive Salary Package
  
• Prime office location in BGC, Taguig (Easy access to MRT stations, restaurants, and banks)
  
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
  
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

About the Client: Revolutionizing Healthcare Through IT Innovation

Our client is a leading healthcare provider dedicated to delivering innovative medical services and solutions. Their commitment to leveraging advanced technology ensures seamless operations, improved patient outcomes, and exceptional care. With a focus on quality and continuous improvement, they create a collaborative environment where IT professionals can make a real difference in healthcare.

Who Are We

At Emapta, we pride ourselves on offering more than just a job - we provide a lifestyle. Enjoy the perfect work-life balance with flexible arrangements, empowering you to excel personally and professionally.

With a proven track record of success and a wide roster of international clients, Emapta offers a stable foundation for your career. Team up with like-minded professionals passionate about making a meaningful impact. Apply now and take your career to new heights with global opportunities at your fingertips.

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