Technical Support Lead

1 month ago

Sunnyvale, United States Ranger Technical Resources Full time

Technical Support Lead


Position Summary:


Our partner, one of Texas's largest specialty healthcare systems, is seeking a Director of Information Technology. In this role, you'll tackle complex organizational and technical challenges, oversee an innovative IT department, and manage substantial budgets while ensuring strict compliance with all relevant policies and regulations. As the Director of IT, you'll lead the charge in planning, organizing, and directing all IT functions. You'll have the helm of technology services, infrastructure, and applications and supervise asset management. Your mission includes developing and implementing cutting-edge IT programs, maintaining seamless support operations, and upholding the highest standards of customer satisfaction. If you have a passion for technology and experience leading a team in the healthcare space, this opportunity is for you


Experience and Education:


  • Bachelor’s Degree, equivalent certifications, and or work experience.
  • 5+ years in data processing, system analysis, computer operations and programming, project management, and supervision.
  • Proven experience leading a technical team.
  • Strong and thorough knowledge of all aspects of computer systems, operations, programming languages, system analysis, design, and equipment.
  • Strong Mathematical skills.
  • Ability to handle difficult or sensitive situations professionally and effectively.
  • Understanding of HIPAA compliance, security protocols PHI requirements, and the ability to ensure team adherence.


Skills and Strengths:


  • Technical Support
  • Technical Troubleshooting (Software/Hardware)
  • Documentation
  • Microsoft Windows Operating System
  • Microsoft Office Suite
  • Active Directory
  • VPN
  • Exchange
  • Microsoft Outlook
  • Windows Desktop Support
  • HIPPA and Security Protocols to protect PHI
  • Familiarity with Cerner Millenium electronic health records desired
  • Knowledge of Computer Technology and Equipment, modems, printers, PC’s etc.
  • Knowledge of Data Communications Hardware and Software.
  • Maintains regulatory requirements, including all state, federal, and JCAHO regulations.
  • Thorough knowledge of software, mainframes, mini and micro-computers, communication and networks.


Primary Job Responsibilities:


  • Supervise and mentor a team of technical support specialists, providing guidance, training, and performance evaluations.
  • Ensure prompt and effective resolution of customer technical issues, maintaining high standards of service and customer satisfaction.
  • Handle escalated technical problems and coordinate with other departments to find timely solutions.
  • Develop and implement procedures to enhance support efficiency and effectiveness, including the documentation of common issues and solutions.
  • Ensure team adherence to HIPAA (Health Insurance Portability and Accountability Act) compliance standards and company policies.
  • Monitor and report on key performance indicators (KPIs), customer satisfaction metrics, and team performance to senior management.
  • Manage scheduling and workload distribution to ensure optimal team performance.
  • Act as a liaison between the technical support team and other departments, ensuring clear communication and collaboration.
  • Implement quality assurance measures to ensure high standards of support and customer service.
  • Stay updated on industry trends, new technologies, and best practices to continually improve support services.

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