User Support Supervisor - Austin, United States - Central Health

Central Health

Verified Company

Austin, United States

10 hours ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

The User Support Supervisor is responsible for providing leadership and coordination of the User Support Center processes and functions, as well as managing the day-to-day operational activities of the User Support Center in support of CommUnityCare (CUC), Sendero, and Central Health.

This includes planning, assigning, and supervising the work of all User Support Technicians; ensuring high quality, consistent customer support and timely, satisfactory issue resolution; anticipating, recognizing and resolving issues; overseeing team processes and assessing for areas of opportunity to improve effectiveness and efficiency; helping to build skills of the team; and coordinating efforts within the User Support team and other Joint Tech staff and/or vendors as needed.

The User Support Supervisor will also perform other duties as assigned. Onsite office presence is required for a minimum of 3 days a week or as needed.

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This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and _
_Onsite at a primary location or multiple locations based on Business Needs.

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Responsibilities:

Essential Functions

Directly supervise staff including overseeing and participating in team processes, assigning and prioritizing work, setting employee goals, reviewing team performance metrics, and completing performance reviews.

Analyze problems related to technical support and develop solution-focused recommendations.

Assist with the development of departmental standard operating procedures, processes, and guidelines pertaining to technical support.

Proactively work with direct reports to identify and resolve support issues.

Responsible for ensuring appropriate coverage of each entity by creating a workplan and staffing schedules that meet the needs of the customer needs.

Monitors and analyzes User Support incidents and requests to ensure the customer's needs are met timely.

Create proactive measures in preventing repeated issues.

Serve as a role model of the Joint Tech tenets and the organizational values.

Identify, analyze, and evaluate the User Support Team's performance using leadership
- approved metrics to improve the efficacy of addressing and resolving issues or fulfilling service requests. Collaborate with the User

Support Leadership team to implement improvements.

Essential Functions

Enforce Incident Management processes to ensure proper escalation workflows are followed by the User Support Team.

Develops and maintains team documentation including Knowledge Base articles, technical competencies, and onboarding competencies.

Work outside of standard business hours when needed.

Qualifications:

MINIMUM EDUCATION: