Supervisor Technical Support - San Antonio, United States - Christus Health

Description

Summary:

The Technical Support Supervisor role supervises theTechnical Support team in all day to day operations, maintenanceand support. This includes direct responsibility for all staffresources to ensure proper IM support 7 days a week, 24 hours aday. This position oversees a team which is responsible for Tier 2remediation of incidents, requests, and changes related to widevariety of services and technologies such as HL7 interfaces,application job processing, virtualization, email, backups, client/ server frameworks, printing, data delivery and applicationservices (including Citrix, VMware, Exchange, Meditech, Cloverleaf,IIB, LRS Printing, and Networker). The Technical Support Supervisorensures the processes and procedures to enable Tier 2 resolution ofTechnical Support incidents, and provides subsequent escalationpaths to appropriate technical staff of more complex incidents andproblems.

The Technical Support Supervisor isalso responsible for recruiting, hiring, training, motivating andevaluating a staff of appropriately skilled Information ManagementTechnical Support Analysts. The Technical Support Supervisorprovides staff promotion and termination recommendations. TheSupervisor is responsible for providing ongoing managerial,technical, and motivational leadership in line with theorganization's values and goals. Additional responsibilities areproper written and oral communication, status reporting,timekeeping, staffing levels, participation in department customerservice programs, and the support and excitation of the values ofthe corporation. The Technical Support Supervisor is alsoresponsible for delivering high quality, cost effective service toall customer tiers, including the support of Technical Supportassociates, technology and processes. The Technical SupportSupervisor is responsible for developing best practices to ensurethat the Technical Support Teams work seamlessly with the CHRISTUSHealth Service Desk to provide high quality service and support tothe user community of CHRISTUS Health. In addition, the TechnicalSupport Supervisor will assist their next level leader and mayassume their duties temporarily in that person's absence.

Responsibilities:

• Plan, prioritize, manage &schedule Technical Support projects. Assign duties tostaff, monitor performance and conduct all performance reviews.Assist in the development, implementation, communication andpromotion of all Technical Support projects which reflect andsupport the organization's corporate vision andgoals.
• Budget & FinancialAdministration Assist Technical Support Director withbudgets, tracking capital and operational expenditures. Provideinput into departmental budget.
• StaffManagement Recruit, hire, train motivate evaluate andretain a staff of appropriately skilled information systemsprofessionals. Provide termination recommendations whenappropriate. Plan and manage the development & delivery oftraining and educational programs for all departmental personnel.Provide ongoing leadership and motivation to ensure that the staffis capable of producing expected results. Create and maintain ateamwork environment conducive to productive output, successfulstaff advancement and a rewarding work experience. Observe toensure Technical Support Associates follow established CHRISTUSHealth policies, procedures andstandards.
• Develop and implementstandards and procedures for pro-active System Monitoringand Management tools and techniques. Administer processes toaddress system deficiencies and problems, including operational,capacity and performance aspects. Maintain follow up process forsystem deficiency and end user trouble reports. Analyze andrecommend procedural standards and changes to enhance user tasksand correct problem areas as they become known. Develop,communicate and implement Technical Support policies, proceduresand standards as defined by the department. Maintain close contactwith key vendors to receive support information andassistance.
• Incident and ProblemManagement Responsible for the supervision of TechnicalSupport staff and activities associated with identification,prioritization, and resolution of reported incidents and servicerequests related to Information Management systems. Administerproblem management. Accountable for ensuring that all phases ofsupport are properly coordinated, monitored, logged, trackedresolved appropriately and communicated to Technical Supportcustomers.
• EffectiveCommunication Provide effective oral and writtencommunications to staff to facilitate understanding, ownership andaccomplishment of project goals and objectives. Demonstrate stronginterpersonal skills, possess good negotiating skills and promoteteamwork among subordinates.
• Training Oversee the Technical and Operations training ofTechnical Support Associates. Produce and maintain technicaldocumentation on the assigned systems. Maintain a functionalknowledge level of applicationsystems.
• Monitor BenchmarksProvide quarterly individual meetings with each Technical SupportAssociate to establish and monitor Technical Support and individualobjectives, milestones and benchmarks. In addition, performquarterly performance reviews with all Technical SupportAssociates. Establish and monitor department objectives,milestones, service levels and benchmarks. Develop and implementeffective tools to measure performance against these standards, andto document and regularly report onthem.
• Customer Service PlanLead in the development and administration of an effectiveTechnical Support Team customer support plan which includesprovisions to accept, record, prioritize, assign, track, resolveand report on customer service problems and issues. Lead in theestablishing of departmental programs, which promote and emphasizethe commitment to exceptional Technical Support Teamstandards.
• Responsible for developingbest practice to ensure that the CHRISTUS Health ServiceDesk and Technical Support Team work seamlessly together to providequality service and support to the user community of CHRISTUSHealth.
• Works with Service SupportManagers to define toolsets and capabilities that areneeded for day to day operations including Tier 1 troubleshooting,monitoring and reportingcapabilities.
• Follow establishedCHRISTUS Health policies, procedures andstandards.
• Perform otherduties and special projects as assigned by the Manager orDirector of the Technical Support Team.

Requirements:

• Bachelor's degree in Computer Science,Information Systems, Electrical Engineering, or equivalentexperience (7 years) recommended.
• Technicalknowledge of systems, networks, operating systems, applications anddatabases required.
• Must be able to understandthe key issues and their implication for the business/client and beable to ask relevant and constructive questions on the followingsubjects: (Microsoft Technologies, Exchange, Enterprise SystemsManagement, Identity and Access Management, Desktop ManagementTools, Citrix, File and Print Services, PortalTechnology)
• Must have detailed knowledge of thefollowing subjects and be capable of providing guidance and advice:(Windows Server 2012/2016, Application job processing (Meditechpreferred), Microsoft SCOM, Service Now)
• Strongoral and written communication skills
• Problemsolving skills
• Strong customer serviceskills
• Leadership
• Multi-taskingability
• TimeManagement
• Detailoriented
• Interpersonalskills
• One (1) years of previous managementexperience is required.
• Four (4) yearsexperience in innovating, implementing and managing multiplatformsystems in large corporate systems environments with a wide varietyof technologies is required.
• Projectmanagement experience in the Technical Support fieldpreferred.
• Extensive and substantial practicalexperience and applied knowledge of the following subjectspreferred: IP Services, System Management Technologies such asService Now, and Service Desk.
• ITILFoundations Certification within one year ofemployment.
• Certifications in VMware and/orMicrosoft technologies preferred.

Work Type:

Full Time

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