User Support Supervisor
3 weeks ago
The User Support Supervisor is responsible for providing leadership and coordination of the User Support Center processes and functions, as well as managing the day-to-day operational activities of the User Support Center in support of CommUnityCare (CUC), Sendero, and Central Health. This includes planning, assigning, and supervising the work of all User Support Technicians; ensuring high quality, consistent customer support and timely, satisfactory issue resolution; anticipating, recognizing and resolving issues; overseeing team processes and assessing for areas of opportunity to improve effectiveness and efficiency; helping to build skills of the team; and coordinating efforts within the User Support team and other Joint Tech staff and/or vendors as needed. The User Support Supervisor will also perform other duties as assigned. Onsite office presence is required for a minimum of 3 days a week or as needed.
This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs.
Responsibilities- Directly supervise staff including overseeing and participating in team processes, assigning and prioritizing work, setting employee goals, reviewing team performance metrics, and completing performance reviews.
- Analyze problems related to technical support and develop solution-focused recommendations.
- Assist with the development of departmental standard operating procedures, processes, and guidelines pertaining to technical support.
- Proactively work with direct reports to identify and resolve support issues.
- Responsible for ensuring appropriate coverage of each entity by creating a workplan and staffing schedules that meet the needs of the customer needs.
- Monitors and analyzes User Support incidents and requests to ensure the customer's needs are met timely.
- Create proactive measures in preventing repeated issues.
- Serve as a role model of the Joint Tech tenets and the organizational values.
- Identify, analyze, and evaluate the User Support Team's performance using leadership- approved metrics to improve the efficacy of addressing and resolving issues or fulfilling service requests. Collaborate with the User
- Support Leadership team to implement improvements.
- Enforce Incident Management processes to ensure proper escalation workflows are followed by the User Support Team.
- Develops and maintains team documentation including Knowledge Base articles, technical competencies, and onboarding competencies.
- Work outside of standard business hours when needed.
MINIMUM EDUCATION: • High School diploma/GED
PREFERRED EDUCATION: • Associate's Degree in an IT related field or Graduate of the Central Health Emerging Leader Program
MINIMUM EXPERIENCE: • 2 years Supervising experience for a technical team
PREFERRED EXPERIENCE:
- 2 years Extensive healthcare application system experience in support services capacity
- 2 years Experience leading, building, and successfully managing teams
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