Desktop Support Supervisor

4 weeks ago

Ann Arbor, United States Michigan Medicine Full time

Note: We are looking for someone with at least 3 years of IT team leadership / supervisor experience as you will be supervising anywhere between 15-20 desktop support specialists. This is a day shift position, working Monday - Friday. As part of HITS, you will report to the Device Support team located at the Michigan Medical Academic Medical Center here in Ann Arbor, MI five days a week. Employee in this position must be able to work flexible schedules, occasionally off-hours, weekends, holidays and participate in on-call rotations.


Job Summary:


The HITS Enterprise Technology Services (ETS) division, deploys, and supports application platforms, integration solutions, and computing devices. ETS is dedicated to advancing security, quality, and availability of services and data across Michigan Medicine. The team connects patients and partners with relevant data for both clinical and our needs, while ensuring electronic medical records are accessible and secure. The team's staff provide telephone, online, and in-person customer service to support computers, printers, telecommunication, and mobile devices.


This role has oversight for support for a complex computing environment in the areas of hardware, software, and network to users within the unit. Provides first level guidance/direction (either as a full-time supervisory position or on a project management basis) to desktop support specialists. Plan and implement network upgrades, extensions, and modifications. Provides guidance/direction for installations, upgrades and troubleshooting of all new and existing hardware and software; responsible for equipment purchasing; coordination and scheduling of vendors and maintenance providers. Employees in this classification supervise three or more full-time equivalent employees every week. Direction is over a permanent status-continuing function, not a collection of employees assigned to complete a project. Management duties include participating in interviewing, selecting, and training of employees; setting and adjusting their rates of pay and hours of work; planning and directing their work; appraising their productivity and efficiency for the purpose of recommending promotions or other changes in their status; handling their complaints and grievances and disciplining them when necessary. Management responsibilities include the authority to hire, fire, or promote assigned employees or make recommendations. Employees may spend time performing many of the same duties as subordinate employees.


About Us:

Health Information Technology & Services (HITS) plays a role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management.


Responsibilities:


As a supervisor, the responsibilities of the position include, but are not limited to, the following:


  • Provides daily supervision for a Device Support Team covering Medical Campus and Medical School buildings.
  • Ensure workload balance and adequate coverage between all device support teams during heavy workloads, absences, or other special circumstances.
  • Provides technical and administrative leadership to staff.
  • Trains and mentors staff.
  • Recognizes issues in a timely manner, escalates and documents them as necessary.
  • Works with other technical teams to find the best options for the customer requirements based upon Michigan Medicine and H.I.T.S. strategic directions and priorities.
  • Coordinate multiple teams for resolutions to complex customer issues.
  • Responsible for customer satisfaction in their team's areas of responsibility.
  • Provides after hour support as necessary.
  • Keeps current with technology and enterprise-wide applications.
  • Coordination of device support involvement in large scale enterprise and departmental projects.
  • Department specific work related to application roll outs and hardware upgrades, customer moves.
  • IT project budget management for equipment and services.
  • Manages contract and student labor resources assigned to device support project teams.
  • Evaluates and approves time off requests and approve timesheets.
  • Participates in the development of position descriptions, postings, interview process and candidate selection.
  • Writes annual staff evaluations and submits for review, participates in delivering staff evaluation.
  • Assumes leadership responsibilities during Manager absences as specified.


Required Qualifications:


  • Bachelor's degree or equivalent combination of education and experience
  • 3+ years with team leadership experience
  • 7-10 years progressive IT experience in a complex environment
  • Experience that includes desktop and device support, oversight of IT projects, project planning, problem and change management and leadership responsibilities


Desired Qualifications:


  • Experience working with the academic medical and healthcare environments
  • Demonstrated experience leading and working in a team-oriented and collaborative environment
  • Effective analytical, verbal, and written communication skills, computer, and interpersonal skills
  • Strong customer service skills

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