Supervisor IT Service Provider – Service Desk

Supervises the operations and maintenance of telecommunications systems and services, and evaluates telecommunications/voice services equipment and systems. Provides leadership and mentoring to site telecommunications technical and outsourced vendors and ensures a high-level of customer service. Assists Telecommunications Director and site administrators with telecommunications strategic planning and developing service improvements.

Supervises and provides technical direction related to the installation and maintenance of telecommunication equipment, systems and associated wiring or fiber optic distribution systems. Responsible for the daily work activities of staff in assigned patient market areas or market groups.

Provides and maintains site telecommunications services including Telephony systems, voicemail, paging, ACD, billing systems and/or switchboard services. Implements new technologies to ensure effective telecommunications services and may monitor switchboard activity according to established processes and procedures.

Provides input and direction for site and overall system telephony integration strategies.

Provides assistance to affiliates (related to market areas of responsibility) with site specific or operational projects.

Acts as the first level (internal) for problem resolution and directs escalation to vendors as required.

Maintains documentation of all telecommunication equipment repairs, installations or moves.

Acts as the project manager for construction/renovation projects relative to telecommunications needs, utilizing technology to enhance service.

Assigns projects and monitors service levels. Plans and directs the daily activities of the staff to achieve a smooth flow of department operations and ensure consistent, high quality customer service.

Performs human resources responsibilities for staff which includes coaching on performance, completes performance reviews and overall staff morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations.

Responsible for understanding and adhering to the Aurora Health Care Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to Aurora’s business.

Licenses & Certifications

None Required.

Degrees

Associate’s Degree (or equivalent knowledge) in Information Technology or related field.

Required Functional Experience

Typically requires 3 years of experience in telecommunication systems and structured wiring.

Knowledge, Skills & Abilities

Demonstrated leadership and supervisory abilities. Leadership experience should include management of staff, budgets and multiple telephony functions. Demonstrated expertise in programming telephony systems including voice mail and other peripheral systems. Project management skills and ability to coordinate multiple tasks simultaneously.Excellent interpersonal and oral and written communication skills to effectively form collaborative relationships. Excellent customer service skills.Excellent planning and organizational skills.

Standard hours for this position will be 8 am to 430 pm. Hours will flex depending on the demands of the department–call volume, upgrades, Go Lives. There will be occasional holiday coverage. Need to be available for on call support for staff during

Service Desk

3031 W Montana St

Milwaukee, WI

53215-3627

Milwaukee

At Aurora Health Care we pride ourselves on taking care of our people. And not just our patients—we mean you, too. We help each other live well. When you work at Aurora, you get the chance to work with a dedicated team that’s as passionate about the work as you are. Here, you’ll find limitless opportunities for ongoing learning, career advancement, competitive compensation and a stable work environment. But more than that, you have the opportunity to change lives—including your own.

Diversity and inclusion matters at Aurora. We celebrate our differences and nurture an environment where everyone feels included. We know that when we reflect the communities we serve, when we embrace differences and bring our whole selves to work every day, we are working as one to build a healthier tomorrow for everyone. Aurora supports a safe, healthy and drug-free work environment through criminal background checks and pre-employment drug testing. We maintain a smoke-free environment at all our locations. We are an equal opportunity employer.