Our culture and people are what set us apart from other post-acute care providers. We’re dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY.

SUMMARY

The Supervisor of Technical Support Specialists is the front-line support enabling the organization to deliver our goal of improving the quality of life for those entrusted to our care. In this role you will demonstrate your ability to understand customers’ requests and provide solutions to be effective. You’ll work with the Manager, End User Services, to provide oversight of the help desk. You will work with the latest laptop, desktop, convertible tablet, and mobile devices in addition to the operating systems and applications running on them. You will coach and mentor others. You will identify, solve and implement process improvements. You will work to process return equipment. You will work to ensure retired equipment is properly recycled including data destruction and responsible recycling.

KEY RESPONSIBILITIES

Manages all the Tier I ITSD teammates and any escalation

Resolves escalations from other team members in a Tier III and Supervisory capacity

Identify, purchase, receive and approve payment for required equipment and supplies

Ensure timely procurement of IT equipment and services for onboarding and ongoing support

Identify, design, develop, document, and deploy technical solutions

Lead enterprise-wide deployment efforts

Work with wireless providers to ensure availability of devices

Work to ensure new wireless device models are tested prior to end of life for previous models

Process and receive offboarded employee equipment

Work with agency leadership to ensure timely return of employee equipment

Improve processes by identifying and implementing scalable solutions

Establish and maintain effective vendor relations

Work to develop and maintain asset disposal solution

Other reasonable duties assigned by Manager

MANAGEMENT RESPONSIBILITIES

Provide back-up support to the Manager, End User Services

Leads daily team huddles and weekly team meetings

Responsible for the day-to-day management of two or more Technical Support Specialist I team members

Interviewing, hiring, training and termination of department personnel

Provides consistent coaching and provides challenge and opportunity to direct reports

Supervises direct reports with consistency and clarity of expectations

Completes yearly evaluations in an accurate and timely manner

Performs coaching, counseling and discipline as needed

Works with direct reports to ensure employee satisfaction and resolution of issues and concerns

Timecard management

QUALIFICATIONS

Previous leadership experience is preferred

Strong customer service and documentation skills

Strong verbal and written communication skills

Ability to identify and execute predetermined procedures

Demonstrated success managing multiple priorities while delivering results

Experience troubleshooting and resolving basic network problems

Experience provisioning, supporting, and repairing Windows hardware

Experience installing and administrating a Microsoft workstation environment

Experience administrating Microsoft Active Directory Users and Computers

Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users

Experience provisioning and administrating end-user telephony devices

Experience deploying and administrating backend telephony services

Experience installing, configuring, and updating Windows Server Operation Systems

Experience installing and configuring workstation and server applications

Experience implementing and administrating Mobile Devices via Mobile Device Management

Demonstrated ability to follow directions and deliver results individually and as a team member

Demonstrated ability to establish and maintain effective working relationships with other employees, vendors, and customers

Understands, adheres to and effectively communicates company policies and procedures

CompTIA A+, N+, CCNA, Microsoft or other industry certification(s)

Possess a valid driver’s license and a good driving record

Maintain a professional appearance as a representative of the company

EDUCATION AND CREDENTIALS

Associates degree in a computer-related technology field or equivalent industry experience

We’ll help you put your passion for patient care to work. Apply today!

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer.

Learn more about this Employer on their Career Site

Supervisor, Technical Support Specialist