SUMMARY: JOB SUMMARY Required - Working with the IT Service and Delivery Manger the Service Desk Supervisor plans, directs and evaluates the processes, functions, and personnel associated with NKCH Information Technology Service Desk operations to cover a 365/7/24 support operation. Responsibilities include managing and evaluating IT Service Desk effectiveness, identifying training and education needed for Service Desk staff, overseeing the administration and documentation of important IT ServiceDesk policies, procedures, processes and functions such as Service Level Management, Incident Management, Problem Management, Vendor/Service Provider Management, and Change Management. Responsible for providing Customer Service Quality Assurance by conducting follow-up calls to ensure all IT Servic