IT Client Support Supervisor

JOB SUMMARY:  Assigns routine tasks to Support Center teammates. Work with team on documentation and audit work. Leads daily teamwork activities and serves as a resource to team. Coaches teammates on skill building, and planning on training. Is a role model for Support Center staff conduct. Gives input to teammates performance reviews.  Ensures that all phases of help desk support are coordinated, monitored, logged, tracked, issues escalated and resolved appropriately.  Reports issues and quality control to TEC IT Manager. Assists with the development, maintenance, and integrity of Support Center. With minimal supervision, oversees IT Client Support staff, including work schedules, meals and breaks.

ESSENTIAL DUTIES & RESPONSIBILITIES: The duties listed below are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment.

60%     Lead level Client Support    

• Responsible for troubleshooting 1st and 2nd level calls relating to network, voice communications, Microsoft products, applications, programming, etc.
• Responsible for insuring all trouble calls are logged, monitored, escalated, solved, closed and reported in a timely fashion.
• Assists in the documentation and resolution of common problems, escalating to the next level when necessary.
• Utilize a problem tracking system to enter 3rd level problems.  Prioritize customer calls to ensure timely service.    Follow-up with users to inform them of status of calls and escalate as necessary.
• Assists in maintaining the help desk database tables associated with the help desk software package.
• Remotely troubleshoot issues using a remote access tool to resolve problems (i.e. ThinClient shadowing).
• Performs follow-up calls with users to insure satisfaction of resolved issues.
• Responsible for producing monthly help desk status reports for appropriate Manager.
• Performs all procedures necessary for creation and management of user accounts.
• Responds to Data Security problems including password setup and maintenance
• Coach team on skill building, planning of training events.
• Reports issues and quality control to TEC IT Manager
• Works on DMS reports and leads DMS board.
• Builds work Schedules, meal time and breaks.

38%     Resource Management

• Responsible for the overseeing of Support Center staff and ensuring that there is appropriate coverage for vacation, sick leave and other absences. 
• Gives input to Manager on disciplinary discussions and Performance reviews
• Assigns daily duties for IT Client Support department.
• Is a leader and resource to staff and others.
• Meets regularly with Manager

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES: Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job.

2% Performs other duties as assigned.

Education:     High School diploma, some College or work equivalent preferred.

Experience:   Minimum 5 years working experience with a healthcare organization and providing Support Desk services.  Experience supervising staff.  Experience with a healthcare practice management system, lab system, voicemail and phones preferred. 

PREFERRED QUALIFICATIONS:

Knowledge, Skills & Abilities:

Knowledge: Working knowledge of team function and leads by example. A solid understanding of opportunities and challenges in the healthcare experience with all other IT departments. PC hardware and software working knowledge.

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Skills: Strong problem solving/analytical skills and excellent communication skills Outstanding customer service skills. Excellent leadership and interpersonal skills. Self-motivated, innovative. Excels at building consensus, creating partnerships, and being proactive.

Abilities: ability to work independently and establish priorities. Ability to smile while talking on the phone. Ability to maintain positive interpersonal relationships with users when dealing with trouble calls. Ability to balance workload to serve the needs of multiple clinics.

Ability to work independently and as a team member.  Must be able to work cooperatively with management, peers and teammates.

Ability to communicate effectively in writing, verbally, and in presentation format.