Supervisor, IT Service Desk (Hybrid Work Schedule)

Date: Sep 10, 2022

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 7600 


Position Summary/Position


Under direction of the IT End User Support Manager, the IT Service Desk Supervisor performs tier 1-2 support for production issues, coordinates the efficient and effective operations of Service Desk Team Members, including work direction and supervision of Service Desk IT Specialists/Shift leads in coordination with other IT Team Members. 
The Service Desk Supervisor is responsible for planning, assigning, and directing work; documenting and gaining approval for all Service Desk support procedures and system documentation; assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve issues or escalate problems to management.  The Service Desk Supervisor develops regular reports on Service Desk contacts, ensures that service levels are met, identifies trends and makes recommendations for service improvements, and provides business recommendations to management for service growth and/or improvement.  This position is expected to create SOPs and best practices for the Information Technology Service Desk to be reviewed by management for continual improvement.

Major Functions (Duties and Responsibilities)


1. Supervise help desk support staff’s daily activities ensuring timely and professional delivery of technical support for calls with computers, core software products, network issues, and related hardware peripherals.
2. Plan, organize, and direct the work of Service Desk support staff, including IT Specialists; schedule shift coverage; evaluate and document performance and recommend disciplinary action when necessary; review team member work for accuracy and timely completion of assigned duties. 
3. Train staff in new and existing procedures and develop work schedules, areas of responsibility, updated technology and support procedures.  Ensure Service Desk provides consistent, high-quality and professional service to IEHP team members.
4. Implement Service Desk SLAs and escalation processes
a. Create SOPs and training manuals for all existing and incoming team members/temps to assist in their daily work
5. Analyze Service Desk performance for calls, emails, walk-ups, etc.
    a.Track trending issues and produce stat reports for mgmt. while using A3 thinking to continuously improve
6. Proactively identify process improvement opportunities, including end-user training tools and documentation.
7. Implement and maintain ITIL Service Desk system
    a. Monitor Service Desk activities and respond to inquiries from all BUs
    b. Provide technical troubleshooting and escalation as needed
    c. Incident Management
    d. Knowledge Management
    e. Customer Satisfaction
    f. Service Level Management
    g. Request Management
8. Train via Pluralsight and research new products that could better the Service Desk and SD staff
    a. Work with SD/Tech staff to schedule required training time
9. Work with outside vendors as needed for any Service Desk/Tech projects.
10. Continue ongoing L.E.A.N. process improvement program and monitor huddles.
11. Mentor/Coach all dept. staff as needed to improve performance and morale.
12. Improve team multitasking and time management skills as well as attention to detail.
13. Interview prospective temporary/permanent candidates for open positions
14. Supervisor must not get wrapped up in the day-to-day HD/Tech routines and instead must elevate themselves to cover tasks related to the care and feeding of HD/Tech staff.
15. Provide detailed analytics on SD and Tech performance and trends to management.
16. Able to cover the job responsibilities of IT Specialist I & II as needed.
17. Available for after-hours coverage (on-call phone, weekend work/projects. Etc.).
18. Work with all BU management to accomplish items above.

Supervisory Responsibilities

Leader: Administers Hires, Terminations, and Performance Reviews

Experience Qualifications


The following experience may be concurrent: Minimum eight (8) years working in an IT support environment while providing user administration, maintaining PC and server hardware. Minimum of eight (8) years or more experience with Enterprise IT Service Desk in a lead or supervisory capacity required. Proven experience in Incident, knowledge, and request management processes.

Education Qualifications


Bachelor’s degree from an accredited institution required.

Professional Certification


ITIL and Knowledge Centered Support (KCS) Certifications is preferred.

Drivers License Required

Yes, must have a valid California Driver's License.

Knowledge Requirement


Proficiency with Microsoft Windows operating system, Microsoft 7, Windows 10, Microsoft Office 2013/2016 products: Word, Excel, PowerPoint, and Access.  Solid understanding of TCP/IP networking, Citrix, VDI knowledge. Broad understanding of Infrastructure and Application lifecycle (ITIL)ses.

Skills Requirement


Strong documentation skills and organizational skills. Excellent written and verbal skills required. Excellent communication skills.

Abilities Requirement


Proven ability to interact with all levels of the organization. Strong attention to detail a must.  

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions


Word processing and data entry involving computer keyboard and screens, distribution of supplies and equipment to in-house departments.  Must be able to lift, push or pull up to 50 lbs.  Items weighing more than 50 lbs. will require assistance when moving.  Back support belts must be worn when lifting, pushing, or pulling items.

Work Model Location


Physical Requirements

Keyboarding: Traditional - FREQUENTLY
Keyboarding: 10-Key - FREQUENTLY
Keyboarding: Touch-Screen - FREQUENTLY
Near Visual Acuity - FREQUENTLY
Communicate: Information/ideas verbally - FREQUENTLY
Regular contacts: co-workers, supervisor - FREQUENTLY
Understand and follow direction - FREQUENTLY
Regular and reliable attendance - CONSTANTLY
Hearing: One-on-One - FREQUENTLY
Keyboarding: Other - FREQUENTLY
Use of computer mouse - FREQUENTLY
Hearing: In a group - FREQUENTLY
Hearing: Over the Telephone/Cell Phone - FREQUENTLY
Communicate: Verbally engage with customer base - FREQUENTLY
Communicate: Give instructions, advise, warn, instruct - FREQUENTLY
Rapid Pace of work - FREQUENTLY
Problem Solving - FREQUENTLY

A reasonable salary expectation is between $118,248.00  - $150,779.20, based upon experience and internal equity.


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 7,000 and a team of more than 2,500 employees, IEHP provides quality, accessible healthcare services to more than 1.5 million members. And our Mission, Vision, and Values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and make a difference with us! IEHP offers a competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and state pension plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles