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HMIS Support Supervisor
4 months ago
At our company, we value our team members and their contributions. We are currently seeking a dedicated individual to join us in a rewarding role as an Application Support Manager at a Great Place to Work. This position involves supervising both in-office and remote staff to ensure smooth operations of the application support help desk. If you are looking for a challenging yet fulfilling opportunity, then this might be the perfect fit for you.
Job Responsibilities
- Oversee day-to-day operations of the application support help desk, including setting expectations, delegating tasks, and collaborating with staff to resolve issues efficiently.
- Identify issue trends and work with the necessary teams to minimize recurring problems.
- Review resolved tickets beyond SLA for possible enhancements and provide staff training as needed.
- Proactively address issues through regular ticket sampling and maintain clear communications during application disruptions.
- Implement innovative solutions to improve operational efficiency and support change initiatives effectively.
- Manage assigned responsibilities in support of IT projects and ensure compliance with processes and procedures.
- Develop a strong team by understanding team members' career goals, providing necessary training, and addressing any issues constructively.
- Participate in the screening and hiring process to build a skilled and effective staff.
- Train staff on processes, procedures, and controls to ensure a seamless operation.
Education
- High School Diploma or GED
- Associates degree in a related discipline preferred
- Technical Program Certification (A+, networking, MCP, etc.) a plus
- Minimum of five (5) years' experience in technical user support resolving complex application and hardware issues.
- Demonstrated leadership qualities and skills.
- Strong ability to create clear reports and data visualizations for decision-making.
- Excellent cognitive abilities including problem-solving, critical thinking, and learning quickly from experiences.
- Results-oriented mindset with a positive attitude and motivation to excel in the industry.
- Quick learner with technical aptitude and proficiency in Microsoft Windows operating systems.
- Outstanding communication skills and the ability to build professional relationships with colleagues and clients.
Work Environment
- Adherence to Corporate dress code policy
- Extended periods of sitting and occasional climbing of stairs for building access.
- Manual dexterity required for paperwork, computer usage, and phone handling.
- Flexibility to work beyond standard hours when necessary with no routine travel.
