At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Supervisor Service Desk
How will this role have an impact?
The Service Desk Supervisor will provide leadership and guidance to our expanding and maturing IT help desk team. This role is responsible for the day to day execution for all Service Desk activities. These include but are not limited to attendance, ticket handling, quality control, 1x1s. Supervisors will also be expected to identify and implement process improvements and maintain team documentation. Through reporting, trending, mentoring, and schedule management, the Service Desk Supervisor will help ensure our high levels of service continue to be provided in a growing and changing environment.
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This role will report to our Manager, IT Operations
What will you do?
- Provide leadership and workload management on a daily basis. This includes monitoring the call queue, ticket queue, chat queue, call shadowing and ensuring work is distributed and completed in a timely fashion.
- Identify, monitor, and drive improvement in key performance indicators and service
level agreements. - Train new and existing personnel on products and processes
- Assist in the development of appropriate technical documentation, policies, procedures, and team schedules.
- Approve and monitor employee timecards, schedule adherence, and attendance.
- Conduct regular 1x1s and team meetings.
- Act as Subject Matter Expert and point of escalation for Service Desk team members.
- Creates an engaging and innovative work environment that fosters collaboration among team members, career growth and excellence in achieving operational results.
- IT or Technology related degree, or work experience equivalent required, and industry certifications preferred.
- 3+ years of experience in an IT support role with both internal and external customers.
- 2+ years of prior team lead or supervisory experience of 8 or more people.
- Strong understanding of ITSM and ITIL frameworks.
- Excellent analytical, conceptual, and problem-solving abilities. Excellent process flow and technical support documentation skills.
- Excellent communication and interpersonal skills; Able to communicate at all levels of the organization.
- Ability to manage a team as well as work independently. Open, direct, and possess proven project & time management skills.
- High level of initiative and work ethic, self-motivation and a self-starting mindset.
- Moderate to advanced Microsoft Excel skills a plus
The office is located at 4055 Valley view Lane Dallas, TX 75244. Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:$43,888.00 - $85,068.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.