Technical Support Supervisor - Indianapolis, United States - WCG Clinical

WCG Clinical Indianapolis, United States

2 weeks ago

Description

Technical Support Supervisor

General Information

Location: Indianapolis, IN, Remote

Organization: Trifecta Clinical

Job Type: Full Time - Regular

Description and Requirements

ABOUT WCG: WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.

WHY WE LOVE WCG: At WCG, our employees are our most valuable asset, and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health to help make the most of their future.

Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
Employee Assistance Programs and additional work/life resources
Referral Bonuses and Tuition Reimbursement
Flexible PTO
Volunteer Time Off to benefit the community
Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement

Expected annual base salary range: $49,860 to $77,500

GPS level: T4

JOB SUMMARY: The Technical Support Supervisor oversees the Tier 1 Help Desk functions and ensures end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user Tier 1 Help Desk requests during shift times as well as, the monitoring, tracking, and coordination of Help Desk functions. The Technical Support Supervisor is also the point of escalation for Support Analysts and will be responsible for providing in-person, hands-on support to end users at the desktop level.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.

· Works closely with the Technical Support Manager and ensures that all communications with our clients are being processed effectively and efficiently by having a clear understanding of client inquires, working on continuous process improvements, and implementing sound strategies for the Help Desk

· Conducts customer needs assessment, ensures quality standards for services, and conducts evaluation of customer satisfaction

· Analyzes performance of Help Desk activities and documented resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service to prevent future problems

· Mentors and assists staff to meet quality and on-time delivery requirements; address production challenges and communicate to appropriate leadership

· Trains and onboards new hires

· Tracks and analyzes trends in Help Desk requests and generates statistical reports

· Monitors team productivity and contributes to performance evaluations, gives constructive feedback, mentorship

· Monitors and tests fixes to ensure problems have been adequately resolved

· Ensures that business goals, deadlines and performance standards are met

Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.

EDUCATION REQUIREMENTS: Associate degree in information technology

QUALIFICATIONS/EXPERIENCE:

· Three (3) years' experience in a help desk setting

· Experience leading a team preferred

· Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution

· Excellent communication, interpersonal, and leadership skills with the ability to communicate effectively across departments

· Detail-oriented, well organized, and able to adhere to deadlines

· Exceptional customer service orientation and conflict resolution

· Ability to motivate and direct staff members

· Strong analytical abilities

· Experience working in a team-oriented, collaborative environment

· Experience with hardware and software issues

· Proficiency in MS Office, a solid knowledge of Microsoft Excel, PowerPoint, Visio, and Word

TRAVEL REQUIREMENTS:

☒0% – 5%

☐5% - 10%

☐10% - 20%

☐20% - 50%

☐>50%

Physical and Sensory Requirements: The physical and sensory requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be offered to individuals with disabilities to assist in performing the essential functions of the position. Work activities involve light to moderate physical effort (for example, sitting in one place for extended periods of time, standing, walking, bending, lifting lightweight objects, intermittent to sustained periods of keyboarding). Majority of time is spent in a seated position with frequent opportunity to move about at will. Activities require a variety of easy muscle movements. Work activities involve a frequent need to concentrate on a variety of sensory inputs for moderate to lengthy durations at a time requiring diligence and attention to interpret effectively. There will be a need to attend to single or simultaneous tasks where accuracy of details is important. The need for detailed and precise work is high.

WCG is proud to be an equal opportunity employer – Qualified applicants will receive consideration for employment without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender identity, age, marital status, disability, genetic information, citizenship, veteran status, reprisal or any other legally recognized basis or status protected by federal, state or local law.

Technical Support Supervisor

4 days ago

WCG Clinical Indianapolis, United States

ABOUT WCG: WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individu ...
Technical Support Supervisor

1 week ago

WIRB-Copernicus Group Indianapolis, United States

ABOUT WCG: · WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve indiv ...
Technical Support Supervisor

3 days ago

WIRB-Copernicus Group Indianapolis, United States

ABOUT WCG: · WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve indiv ...
Technical Support Supervisor

2 weeks ago

WIRB-Copernicus Group Indianapolis, United States

ABOUT WCG: WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individu ...
Technical Support Supervisor

1 week ago

WIRB-Copernicus Group Indianapolis, United States

ABOUT WCG: WCG's clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individu ...
Supervisor Non-Technical Customer Support

2 weeks ago

Danaher Corporation Indianapolis, United States

**Supervisor Non-Technical Customer Support - INDIANAPOLIS** · Beckman Coulter Diagnostics Location Indianapolis, Indiana, United States of America Category Customer Support Job Id R Our career site no longer supports applications submitted via Internet Explorer. For a better ex ...
Community Support Supervisor

3 days ago

Burrell Behavioral Health Farmington, United States

Job Description:Job Title: Community Support SupervisorLocation: Farmington, MissouriDepartment: Recovery ServicesEmployment Type: Full-timeJob Summary:Take your career to the next level and join our team as a Community Support Supervisor. In this leadership role, you'll utilize ...
Community Support Supervisor

6 days ago

Burrell Behavioral Health Farmington, United States

Job Description: · Job Title: Community Support Supervisor · Location: Farmington, Missouri · Department: Recovery ServicesEmployment Type: Full-time · Job Summary: · Take your career to the next level and join our team as a Community Support Supervisor. In this leadership r ...
Community Support Supervisor

2 weeks ago

Burrell Behavioral Health Farmington, United States

Job Description:Job Title: Community Support SupervisorLocation: Farmington, MissouriDepartment: Recovery ServicesEmployment Type: Full-timeJob Summary:Take your career to the next level and join our team as a Community Support Supervisor. In this leadership role, you'll utilize ...
Maintenance Supervisor

3 weeks ago

Clif Bar Baking Company Indianapolis, United States

Is shift-based and reports directly to the Maintenance Manager. As expert you will bring a deep technical proficiency in the process and equipment. That expertise allows you to lead/support the planning, process development and implementation of Plan Maintenance Supervisor, Maint ...
Principal Scientist, Quality Control Lts

2 weeks ago

Strides Pharma Inc Chestnut Ridge, United States

Job Summary -_ a concise overview of the job_ · The Scientist, Laboratory Technical Services is primarily responsible for supporting the analytical testing requirements of commercial/pre-commercial materials and products, including method development, validation and transfer, pre ...
Utility Operations Supervisor

2 weeks ago

Ives & associates inc Indianapolis, United States

Join an industry leader · Our client is currently constructing an advanced manufacturing facility for production of pharmaceutical ingredients located in Central Indiana area. This facility is the company's largest investment in manufacturing capacity and is intended to provide ...
Sr Supervisor, Repair Field Operations

1 week ago

Otis Worldwide Corporation INDIANAPOLIS, United States

Must have the ability to lead and direct the field operations for a large volume of non-contract repair and hydraulic elevator modernization Open order sales support, route control, scheduling and quality assurance Maintaining customer quality assura Operations, Field Technician, ...
Direct Support Professional, DSP

1 week ago

Benchmark Human Services Indianapolis, United States

Sign-On Bonus: · n/a · Description: · Benchmark Human Services has grown to become one of the most respected leaders in the country in the areas of intellectual and developmental disabilities (IDD) and behavioral health. We work with people at home, at work, and in the community ...
Emt - Basic

2 weeks ago

Empress EMS Chestnut Ridge, United States

**Empress - Rockland, NY**: · **This position is based out of the Empress (formerly Rockland Mobile Care ) Rockland, New York** · **Hourly Wage: $20.00 an Hour** · **Summary**: · Providing both emergency and non-emergency transport of patients. Empress EMT'S & Paramedics will col ...
Direct Support Professional

1 week ago

Benchmark Human Services Indianapolis, United States

Sign-On Bonus: · n/a · Description: · Benchmark Human Services has grown to become one of the most respected leaders in the country in the areas of intellectual and developmental disabilities (IDD) and behavioral health. We work with people at home, at work, and in the community ...
CDL Driver

3 weeks ago

Equiliem Indianapolis, United States

Job Description: Class A driver needed. 85% drive time 15% warehouse duties, loading and unloading trucks, Flatbed but willing to train on propers strapping down of material. Automatic truck. · In addition to the essential job functions described below, all associates will perfor ...
Part-Time Mental Health Clinician

3 weeks ago

Adecco US, Inc. Indianapolis, United States Part time

A Part-Time Mental Health Clinician (remote) role based on out of Indiana is now available through Adecco Medical and Science. · PAY - 50/HR · This is an indefinite contract role starting in May 2024. This position is 100% remote, but you must reside in the State of Indiana ONLY. ...
Registered Nurse Clinical Supervisor

2 weeks ago

gpac Indianapolis, United States

Job Description · GPAC, in collaboration with a leading home health company, is actively seeking a skilled and dedicated RN Clinical Supervisor to join their dynamic team. · Ideal Candidate for RN Clinical Supervisor: · Must possess an Indiana RN license · 1-2 years of proven H ...
Account Supervisor

5 days ago

MKR Indianapolis, IN, US, United States

OBJECTIVE · Drive account growth, client satisfaction and retention. · SUMMARY · Account Supervisors are responsible for maintaining and growing the relationship with our clients by helping them solve their problems, and ensuring the agency is appropriately and profitably compens ...