IT Support Team Leader

2 weeks ago

Ann Arbor, Michigan, United States Michigan Medicine Full time

Note: We are seeking a candidate with a minimum of 3 years of experience in IT leadership, as this role involves overseeing 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 a designated medical facility, working five days a week. Flexibility in scheduling is essential, including potential off-hours, weekends, and participation in on-call rotations.

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 throughout the healthcare system. The team is dedicated to connecting patients and healthcare partners with essential data while ensuring the security and accessibility of electronic medical records. Staff members provide comprehensive customer service support for computers, printers, telecommunications, and mobile devices.

This role entails managing support for a multifaceted computing environment, addressing hardware, software, and network needs for users within the unit. The supervisor will offer first-level guidance and direction to desktop support specialists, either as a full-time supervisory role or in a project management capacity. Responsibilities include planning and executing network upgrades, installations, and troubleshooting of both new and existing hardware and software. The supervisor will also manage equipment procurement and coordinate vendor and maintenance provider schedules. This position requires oversight of three or more full-time equivalent employees weekly, with management duties encompassing interviewing, selecting, and training staff, as well as evaluating productivity and handling employee grievances.

About HITS:

Health Information Technology & Services (HITS) contributes to the success of the healthcare system by equipping clinicians, educators, researchers, students, and staff with vital technology-related information, products, and support. HITS also provides expertise in IT strategy, security, infrastructure, and resource management.

Key Responsibilities:

  • Supervise a Device Support Team responsible for various medical facilities.
  • Ensure equitable workload distribution and adequate coverage among device support teams during peak times or absences.
  • Provide both technical and administrative leadership to team members.
  • Mentor and train staff to enhance their skills.
  • Identify and escalate issues promptly, documenting them as necessary.
  • Collaborate with other technical teams to determine optimal solutions for customer needs aligned with strategic goals.
  • Coordinate efforts across multiple teams to resolve complex customer issues.
  • Ensure customer satisfaction within the team's operational areas.
  • Provide after-hours support as required.
  • Stay updated on technological advancements and enterprise-wide applications.
  • Oversee device support involvement in large-scale projects.
  • Manage departmental tasks related to application rollouts and hardware upgrades.
  • Handle IT project budgets for equipment and services.
  • Supervise contract and student labor resources assigned to projects.
  • Review and approve time-off requests and timesheets.
  • Participate in developing job descriptions, postings, and candidate selection processes.
  • Conduct annual staff evaluations and participate in delivering feedback.
  • Assume leadership responsibilities in the absence of the manager.

Required Qualifications:

  • Bachelor's degree or an 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, oversight of IT projects, project planning, and leadership responsibilities.

Desired Qualifications:

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

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