Supervisor Technical Support

Job Description
Summary:

The Technical Support Supervisor role supervises the Technical Support team in all day to day operations, maintenance and support. This includes direct responsibility for all staff resources to ensure proper IM support 7 days a week, 24 hours a day. This position oversees a team which is responsible for Tier 2 remediation of incidents, requests, and changes related to wide variety of services and technologies such as HL7 interfaces, application job processing, virtualization, email, backups, client / server frameworks, printing, data delivery and application services (including Citrix, VMware, Exchange, Meditech, Cloverleaf, IIB, LRS Printing, and Networker). The Technical Support Supervisor ensures the processes and procedures to enable Tier 2 resolution of Technical Support incidents, and provides subsequent escalation paths to appropriate technical staff of more complex incidents and problems.

The Technical Support Supervisor is also responsible for recruiting, hiring, training, motivating and evaluating a staff of appropriately skilled Information Management Technical Support Analysts. The Technical Support Supervisor provides staff promotion and termination recommendations. The Supervisor is responsible for providing ongoing managerial, technical, and motivational leadership in line with the organization's values and goals. Additional responsibilities are proper written and oral communication, status reporting, timekeeping, staffing levels, participation in department customer service programs, and the support and excitation of the values of the corporation. The Technical Support Supervisor is also responsible for delivering high quality, cost effective service to all customer tiers, including the support of Technical Support associates, technology and processes.The Technical Support Supervisor is responsible for developing best practices to ensure that the Technical Support Teams work seamlessly with the CHRISTUS Health Service Desk to provide high quality service and support to the user community of CHRISTUS Health. In addition, the Technical Support Supervisor will assist their next level leader and may assume their duties temporarily in that person's absence.

Responsibilities:

• Plan, prioritize, manage & schedule Technical Support projects. Assign duties to staff, monitor performance and conduct all performance reviews. Assist in the development, implementation, communication and promotion of all Technical Support projects which reflect and support the organization's corporate vision and goals.
• Budget & Financial Administration Assist Technical Support Director with budgets, tracking capital and operational expenditures. Provide input into departmental budget.
• Staff Management Recruit, hire, train motivate evaluate and retain a staff of appropriately skilled information systems professionals. Provide termination recommendations when appropriate. Plan and manage the development & delivery of training and educational programs for all departmental personnel. Provide ongoing leadership and motivation to ensure that the staff is capable of producing expected results. Create and maintain a teamwork environment conducive to productive output, successful staff advancement and a rewarding work experience. Observe to ensure Technical Support Associates follow established CHRISTUS Health policies, procedures and standards.
• Develop and implement standards and procedures for pro-active System Monitoring and Management tools and techniques. Administer processes to address system deficiencies and problems, including operational, capacity and performance aspects. Maintain follow up process for system deficiency and end user trouble reports. Analyze and recommend procedural standards and changes to enhance user tasks and correct problem areas as they become known. Develop, communicate and implement Technical Support policies, procedures and standards as defined by the department. Maintain close contact with key vendors to receive support information and assistance.
• Incident and Problem Management Responsible for the supervision of Technical Support staff and activities associated with identification, prioritization, and resolution of reported incidents and service requests related to Information Management systems. Administer problem management. Accountable for ensuring that all phases of support are properly coordinated, monitored, logged, tracked resolved appropriately and communicated to Technical Support customers.
• Effective Communication Provide effective oral and written communications to staff to facilitate understanding, ownership and accomplishment of project goals and objectives. Demonstrate strong interpersonal skills, possess good negotiating skills and promote teamwork among subordinates.
• Training Oversee the Technical and Operations training of Technical Support Associates. Produce and maintain technical documentation on the assigned systems. Maintain a functional knowledge level of application systems.
• Monitor Benchmarks Provide quarterly individual meetings with each Technical Support Associate to establish and monitor Technical Support and individual objectives, milestones and benchmarks. In addition, perform quarterly performance reviews with all Technical Support Associates. Establish and monitor department objectives, milestones, service levels and benchmarks. Develop and implement effective tools to measure performance against these standards, and to document and regularly report on them.
• Customer Service Plan Lead in the development and administration of an effective Technical Support Team customer support plan which includes provisions to accept, record, prioritize, assign, track, resolve and report on customer service problems and issues. Lead in the establishing of departmental programs, which promote and emphasize the commitment to exceptional Technical Support Team standards.
• Responsible for developing best practice to ensure that the CHRISTUS Health Service Desk and Technical Support Team work seamlessly together to provide quality service and support to the user community of CHRISTUS Health.
• Works with Service Support Managers to define toolsets and capabilities that are needed for day to day operations including Tier 1 troubleshooting, monitoring and reporting capabilities.
• Follow established CHRISTUS Health policies , procedures and standards.
• Perform other duties and special projects as assigned by the Manager or Director of the Technical Support Team.

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Electrical Engineering, or equivalent experience (7 years) recommended.
• Technical knowledge of systems, networks, operating systems, applications and databases required.
• Must be able to understand the key issues and their implication for the business/client and be able to ask relevant and constructive questions on the following subjects: (Microsoft Technologies, Exchange, Enterprise Systems Management, Identity and Access Management, Desktop Management Tools, Citrix, File and Print Services, Portal Technology)
• Must have detailed knowledge of the following subjects and be capable of providing guidance and advice: (Windows Server 2012/2016, Application job processing (Meditech preferred), Microsoft SCOM, Service Now)
• Strong oral and written communication skills
• Problem solving skills
• Strong customer service skills
• Leadership
• Multi-tasking ability
• Time Management
• Detail oriented
• Interpersonal skills
• One (1) years of previous management experience is required.
• Four (4) years experience in innovating, implementing and managing multiplatform systems in large corporate systems environments with a wide variety of technologies is required.
• Project management experience in the Technical Support field preferred.
• Extensive and substantial practical experience and applied knowledge of the following subjects preferred: IP Services, System Management Technologies such as Service Now, and Service Desk.
• ITIL Foundations Certification within one year of employment.
• Certifications in VMware and/or Microsoft technologies preferred.

Work Type:

Full Time

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Supervisor Technical Support - Data Center Operations

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