NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

Position Summary:
We have an exciting opportunity to join our team as a Supervisor-Finance Help Desk.

In this role, the successful candidate as the Supervisor will oversee the daily operations of the helpdesk team ensuring efficient and responsive support for timekeeping systems. Reporting to the Manager of UKG Training and Support the Supervisor is responsible for team guidance ensuring effective ticket management and providing immediate support to agents. This role emphasizes operational monitoring agent development and will be focused on workflow improvements within the helpdesk. The Supervisor will be responsible for ensuring the agents adopt new processes or technologies as appropriate.

Job Responsibilities:

1. Operational Support and Monitoring:

Oversee the help desk ticket queue to ensure agents respond and resolve issues within established time-frames. Track daily and weekly performance metrics for the help desk, ensuring productivity standards and response times are maintained. Assist agents with troubleshooting and problem-solving on complex cases to ensure prompt resolution.

2. Case Management and Escalation Support:

Primary management member over responsibility for handling high-priority help desk tickets during peak times to support team workload. Serve as the first escalation point for technical issues within the help desk team, ensuring timely intervention and resolution. Escalate ongoing or complex issues requiring strategic intervention to the Manager.

3. Agent Development and Immediate Feedback:

Provide day-to-day coaching and feedback to agents on technical issues, troubleshooting skills, and productivity practices. Reinforce training or changes related to system updates, troubleshooting techniques, or newly identified issue patterns to support agent effectiveness. Monitor individual agent performance on a weekly basis, offering feedback and guidance to improve response quality and efficiency.

4. Performance Reporting:

Compile weekly performance summaries on help desk ticket resolution, unanswered numbers, call response, wait and not-ready times, as well as other operational metrics. Share key insights and operational issues with the Manager to support broader reporting and planning efforts. Identify trends in help desk issues and collaborate with the Manager on potential process adjustments within the helpdesk scope.

5. Process Optimization within Help-desk Operations:

Implement improvements to help desk workflows to enhance ticket resolution speed and customer satisfaction. Identify operational improvements to the Manager to streamline help desk processes.  Collaborate with cross-functional teams on issues directly impacting help desk operations.

Minimum Qualifications:
To qualify you must have a Bachelors degree or equivalent work experience 3 or more years in a help desk or IT support role with experience in team supervision or lead roles. Familiarity with ticketing systems and help desk software. Proficiency with help desk ticketing systems productivity software and basic reporting tools Microsoft Excel Salesforce PowerPoint etc

Preferred Qualifications:
Knowledge and Experience with Salesforce and UKG is a plus Skills: Strong problem solving skills to provide support and guidance to helpdesk agents Excellent communication and interpersonal skills for coaching and feedback delivery Proficiency with helpdesk ticketing systems productivity software and basic reporting tools Microsoft Excel Salesforce PowerPoint etc Personal Attributes: Highly organized detail oriented and proactive in supporting team efficiency Able to manage multiple tasks in a fast paced service focused environment Adaptable and responsive with the ability to assist team members in problem solving

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $67,771.14 - $85,000 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here