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 or supervisory roles, as this position involves overseeing a team of 15-20 desktop support professionals. This role operates during standard business hours, Monday through Friday, and requires flexibility for occasional off-hours, weekends, holidays, and participation in on-call rotations.

Position Overview:

The Health Information Technology & Services (HITS) division is responsible for deploying and supporting application platforms, integration solutions, and computing devices. HITS is committed to enhancing the security, quality, and availability of services and data across Michigan Medicine. The team connects patients and partners with essential data for both clinical and operational needs while ensuring that electronic medical records remain accessible and secure. Our staff provides comprehensive customer service via telephone, online, and in-person support for computers, printers, telecommunications, and mobile devices.

This role entails managing support for a complex computing environment, focusing on hardware, software, and network services for users within the unit. The supervisor 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, extensions, and modifications, as well as overseeing installations, upgrades, and troubleshooting of all hardware and software. This position also involves equipment procurement, vendor coordination, and scheduling maintenance services. Supervisory duties encompass managing a team of three or more full-time equivalent employees weekly, with responsibilities including interviewing, selecting, and training staff, as well as evaluating productivity and addressing grievances.

About Us:

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

Key Responsibilities:

  • Supervise a Device Support Team across various facilities.
  • Ensure equitable workload distribution and adequate coverage during peak times or absences.
  • Provide technical and administrative leadership to team members.
  • Train and mentor staff to enhance their skills.
  • Identify and escalate issues promptly, documenting them as necessary.
  • Collaborate with other technical teams to meet customer requirements aligned with Michigan Medicine and HITS strategic goals.
  • Coordinate multiple teams to resolve complex customer issues effectively.
  • Ensure customer satisfaction within the team's scope of responsibility.
  • Provide after-hours support as needed.
  • Stay updated with the latest technology and enterprise-wide applications.
  • Coordinate device support involvement in large-scale projects.
  • Manage department-specific tasks related to application rollouts and hardware upgrades.
  • Oversee IT project budgets for equipment and services.
  • Manage contract and student labor resources assigned to device support projects.
  • Evaluate and approve time-off requests and timesheets.
  • Participate in developing position descriptions, postings, and the interview process.
  • Conduct annual staff evaluations and participate in delivering feedback.
  • Assume leadership responsibilities during the manager's absence as specified.

Required Qualifications:

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

Desired Qualifications:

  • Experience in academic medical and healthcare environments.
  • Demonstrated ability to lead and work collaboratively in a team-oriented setting.
  • Strong analytical, verbal, and written communication skills, along with interpersonal skills.
  • Exceptional customer service skills.

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