Help Desk Supervisor

About Real Radiology

As a national provider of teleradiology solutions, Real Radiology was established with a singular purpose: to enhance patient care by providing our clients—hospitals, radiology groups, standalone emergency rooms, multispecialty medical clinics, and urgent care centers—with outstanding teleradiology services.

Position Summary

This is a full-time, in-office position with hours of operations from 8 am to 5 pm Central Time, Monday through Friday. The primary responsibility for the Helpdesk Supervisor would be ensuring the Helpdesk Team members have everything they need to provide excellent support to radiologists, employees, and clients. The Helpdesk supervisor should identify the strengths and areas of improvement for the team It is important that the supervisor be able to provide suggestions that would increase efficiency, reduce errors, and improve stakeholder satisfaction. The supervisor must also be a highly experienced technician capable of comprehensive investigation into level 3 support tickets and design of workstation standards and solutions. The supervisor would be responsible for post incident investigations to determine if issues need a larger scale response. There would be very limited after hours on-call responsibility to support second/third shift Level 2 Analysts. The supervisor would also be responsible for determining what workstation standards were appropriate for each department, and ensuring supply exists for present and near future needs.

Essential Job Functions

· Providing guidance and coordinates training for direct reports

· Tracking training and performance quality of direct reports

· Ensures sufficient coverage for incident tickets

· Perform in-depth analysis of incidents and coordinates scaled solutions

· Contribute to knowledge base and teach Level 2 technicians lessons learned

· Identify opportunities for automation and added efficiency

· Provide limited after hours on-call escalation support for Level 2 technicians

· Maintaining excellent inventory and asset-tracking standards; anticipating the need for equipment based on needs and growth trends

· Provision, manage, and troubleshoot cloud-based IP phones

· Develop and maintain workstation solutions

Preferred Talents

· Excellent written and verbal communication

· Positive outlook and solution-focused

· Team-oriented and able to work toward long-term goals

· Ability to prioritize, organize, and delegate assignments

· Ability to define problems, collect data, establish facts, and draw valid conclusions

· Ability to effectively present information and respond to questions from managers, clients, and the other relevant stakeholders

Qualifications

· 2 to 3 years of experience managing people strongly preferred

· 5 years of experience in IT required

· Professional or Architect level certification strongly preferred (Any one of: MCSE, AWS, Azure, DevOps, etc.)

· Experience with PowerShell and Bash required

· Experience with Python a bonus

· Deep knowledge of Windows Desktop and MacOS

· Working knowledge of desktops, IP phones, servers, networking, storage, and cloud computing

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, use hands to handle or feel, reach with hands or arms, climb or balance, talk or hear. The employee must regularly lift and/or move up to 25 pounds. The employee must be able to lift and/or move up to 50 pounds occasionally due to workstation preparation/inspection.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Omaha, NE 68130: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Management: 2 years (Preferred)

Work Location: One location