Supervisor IT Service Center

Overview

The IT Service Center supports Cardinal Health by overseeing the development, delivery, and operation of computing and information services. This function anticipates, plans, and implements IT solutions and strategies that enable operations and drive business value. The Service Center resolves client and customer technical issues through virtual, real-time communication in accordance with service-level objectives, processes, and procedures. It acts as a liaison between clients/customers and other internal IT teams to resolve technology-related business issues and escalates complex or large-scale problems when necessary. The Service Center also maintains a knowledge repository used across IT to support clients and customers.

Key Responsibilities

• Lead and direct the IT support team.
• Provide technical support to internal and external users of computer applications and hardware.
• Promote continuous improvement by involving stakeholders in planned process-improvement efforts and driving efficiency in Tier 1 support operations.
• Analyze support activities and develop tools and process improvements to optimize service and performance.
• Manage staff performance by monitoring quality, productivity, and adherence to standards.
• Respond to inquiries about system procedures, online transactions, system status, and downtime procedures.
• Serve as a liaison between customers/clients and IT to resolve technology-related business issues.
• Collaborate with network services, systems engineering, and application development to restore service and identify root causes.
• Maintain a troubleshooting log to ensure timely resolution of problems.
  
  

• Minimum experience: At least 2 years as an IT Supervisor or Manager, preferably in Service Delivery or Support Desk.
• Preferred experience: 5+ years in a related IT field.
• Certifications: ITIL Foundation certification preferred.
• Communication: Excellent verbal and written communication skills with peers, internal stakeholders, and external customers.
• Project management: Strong project management skills and attention to detail.
• Technical literacy: Ability to read and comprehend technical materials and documentation and apply them to resolve hardware and software issues.
• Education: Bachelor’s degree in a related field or equivalent work experience.
  
  

• Leadership: Demonstrate strong, independent leadership with the ability to manage multiple priorities and delegate effectively.
• Technical expertise: Possess comprehensive knowledge of PC hardware platforms, software, components, peripherals, repair techniques, and diagnostic tools.
• Issue resolution: Ensure user requests and incidents are resolved directly or assigned to the appropriate technical support group or tier.
• Operational oversight: Coordinate and supervise daily activities of IT support operations or business support staff.
• Policy enforcement: Administer and execute policies and procedures in accordance with company standards and ensure employees operate within guidelines.
• Impact: Make decisions that directly affect work unit operations and customers.
• Collaboration: Frequently interact with subordinates, customers, and peers across management levels to exchange information and resolve routine problems.