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IT Support Team Leader

2 months ago

Ann Arbor, Michigan, United States Michigan Medicine Full time

Note: We are seeking an individual with a minimum of 3 years of experience in IT leadership or supervisory roles, as you will oversee a team of 15-20 desktop support professionals. This position operates during standard business hours, Monday through Friday. As part of the Health Information Technology & Services (HITS) division, you will be stationed at the Michigan Medical Academic Medical Center.

Position Overview:

The HITS Enterprise Technology Services (ETS) division is responsible for the deployment and support of application platforms, integration solutions, and computing devices. Our mission is to enhance the security, quality, and availability of services and data across Michigan Medicine. The team ensures that patients and partners have access to relevant data while maintaining the security of electronic medical records. Our staff provides comprehensive customer service, including telephone, online, and in-person support for computers, printers, telecommunications, and mobile devices.

This role entails overseeing support for a multifaceted computing environment, focusing on hardware, software, and network issues for users within the unit. You will provide first-level guidance and direction to desktop support specialists, whether in a full-time supervisory capacity or on a project management basis. Responsibilities include planning and implementing network upgrades, managing installations, upgrades, and troubleshooting of hardware and software, and coordinating vendor and maintenance services. Supervisory duties involve managing a team of three or more full-time equivalent employees consistently. You will also participate in hiring, training, and evaluating employees, as well as managing their work schedules and performance.

About Us:

Health Information Technology & Services (HITS) is integral to the success of Michigan Medicine, offering technology-related information, products, and support to clinicians, educators, researchers, students, and staff. We also provide institutional expertise in IT strategy, security, infrastructure, and resource management.

Key Responsibilities:

  • Supervise a Device Support Team across various medical facilities.
  • Ensure equitable workload distribution and adequate coverage during peak times or absences.
  • Provide both technical and administrative leadership to the team.
  • Mentor and train team members.
  • Identify and escalate issues promptly, documenting them as necessary.
  • Collaborate with other technical teams to address customer requirements aligned with Michigan Medicine's strategic goals.
  • Coordinate efforts among multiple teams to resolve complex customer issues.
  • Ensure customer satisfaction within the team's operational areas.
  • Provide after-hours support as needed.
  • Stay updated on technological advancements and enterprise applications.
  • Coordinate device support involvement in large-scale projects.
  • Manage IT project budgets for equipment and services.
  • Oversee contract and student labor resources assigned to projects.
  • Review and approve time-off requests and timesheets.
  • Contribute to the development of job descriptions and participate in the hiring process.
  • Conduct annual performance evaluations and participate in delivering feedback.
  • Assume leadership responsibilities in the absence of the manager.

Required Qualifications:

  • Bachelor's degree or equivalent combination of education and experience.
  • 3+ years of experience in a leadership role.
  • 7-10 years of progressive IT experience in a complex environment.
  • Experience in desktop and device support, project oversight, planning, and leadership responsibilities.

Desired Qualifications:

  • Experience in academic medical and healthcare settings.
  • Proven ability to lead and work collaboratively in a team-oriented environment.
  • Strong analytical, verbal, and written communication skills.
  • Excellent customer service abilities.