Sutter Health Service Desk Supervisor in Mather, California

Position Overview:

Responsible for all operational activities related to supervising a 24/7/365 Service Desk organization, the main focus is that of the General IS Team. Responsibilities include, but are not limited to: leading Service Desk staff to meet and exceed all Service Levels daily, ensure proper staffing is in place, and coach all agents to perform at their highest potential. Works as a team with other supervisors to maintain a consistent service to the customers.


Relevant experience working in an IS service desk environment as would typically be acquired in 3 to 6 years required.

Prior experience in a lead or supervisory capacity preferred.

Ability to manage large phone based teams in delivering quality customer service.

Strong analytical skills specific to operational opportunities.

Strong knowledge of the operations of an IS Service Desk.

Ability to work independently and as part of a team.

Possess good verbal and written communication skills.

Committed to providing exceptional customer service and responding to user needs in a prompt, courteous manner.

Maintain a high energy level and be willing to learn new things.

Possess creativity and a positive attitude.

Leadership soft skills that allows the incumbent to successfully operate in a large-scale Service Desk.

Ability to exercise independent decision-making while exercising initiative, originality and judgment in applying established principles and practices to new and unusual problems and expected to complete work in an organized manner with attention to detail.

Organization: Sutter Health Information Services

Employee Status: Regular

Benefits: Yes

Position Status: Exempt

Union: No

Job Shift: Variable

Shift Hours: 8 Hour Shift

Days of the Week Scheduled: Other

Weekend Requirements: Other

Schedule: Full Time

Hrs Per 2wk Pay Period: 80

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver's license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state, or federal law, ordinance or regulation. External hires must pass a background check/drug screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.