Job Description:

Description

IT Support Technician Supervisor

AdventHealth Information Technology

Location Address: Orlando FL

 

Top Reasons To Work At AdventHealth Corporate

·         Great benefits

·         Immediate Health Insurance Coverage

·         Career growth and advancement potential

·         Award-winning IT Department

 

Work Hours/Shift:

Full-Time, Monday – Friday

 

You Will Be Responsible For:

·               Monitors departmental procedures and ensures smooth operations.  Oversees work queues to ensure timely processing based on departmental objectives.  Creates the weekly schedule and approves PDO requests.  Ensures adequate staffing is available for daily shifts.

 

·               Assists the departmental manager in special projects to improve the quality of the departmental operations.  Provides back-up support to department manager for escalations and meetings.

 

·               Communicates to staff and disseminates information regarding current and future events.  Presents reports and statistics as needed to staff and management.

 

·               Develops and maintains relationships with other AIT teams ensuring a collaborative and supportive work environment.  Discusses and modifies procedures to ensure smooth operations and customer satisfaction.

 

·               Follows up with dissatisfied customers to ensure that problems are resolved and customer service is improved.

 

·               Oversees staff development.  Conducts performance evaluations.  Balances interactions within the department by providing employee recognition and discipline where appropriate.  Resolves conflicts between staff.

 

·               Conducts interviews and provides hiring recommendations to management.

 

·               Oversees orientation and training of new departmental employees.  Ensures documentation and necessary resources are available to departmental staff.

 

·         Technical Skills – Ensures compliance with HIPAA. Utilizes Management Information Services standards to complete tasks. Utilizes tools and technologies for assigned areas to enable efficient management of resources. Utilizes Change Management in accordance with policy. Utilizes organizational business processes for the assigned technology area, and applies knowledge and experience to make decisions that will improve processes and/or reduce cost.

 

·         Customer Relationship Management - Communicates appropriately and effectively with team members and customers.  Analyzes issues and effectively present ideas and views to audiences at various levels. Works well with people at all levels of the organization and leads group efforts toward the resolution of complex problems in a professional, courteous, and impartial manner.

 

·         Application/Device Support – Responsible for ensuring that assigned applications/devices are maintained within defined Service Level Agreements. Uses incident management system to track incidents, service level compliance and time invested in operational maintenance. Monitors and escalates incidents according to AIT standards and policies.

 

·         Project Management – Maintain awareness of project status including any potential delays, situations or concerns that may affect their outcomes. Sorts priorities and prioritize those of greatest importance. Works in conjunction with Project Manager needs to ensure resources are tracking their time and that a resource with the necessary skills is assigned to the project team.  Identifies resource constraints and works with manager to address shortages. 

 

·         Staff Management/Development – Measures and evaluates assigned employees performance yearly and ongoing throughout the year. Works with employees to develop career plans, training plans and employee engagement plans. Regularly (quarterly) reviews progress to plans and adjusts as necessary. Fosters employee development to maximize performance, career progression and job satisfaction.  Ensures team is compliant with training and education requirements.

 

 

·         Personal Development –Participates in internal and/or external training programs, staying current on application or technical skills applicable to assigned duties. Completes Employee Assessment Form and proactively plans for career development. Performs other duties as assigned or directed to ensure smooth and efficient operations of the department. Automatically looks for extra work as workload permits.

 

·         Performs other duties as assigned or directed to ensure the smooth operation of the department.

Qualifications

KNOWLEDGE AND SKILLS REQUIRED:

·         Ability to communicate in an efficient, professional manner, and to diffuse angry customers and resolve conflicts.

·         Ability to think creatively and formulate new ideas to improve processes within the department.

·         Ability to multi-task and complete several projects on a given deadline.

·         Knowledge and ability to understand and achieve departmental goals.

·         Ability to assess and identify departmental opportunities associated with the use of technology/automation.

·         Ability to supervise the activities of staff to meet deadlines and resolve problems.

·         Able to logically read and comprehend technical manuals and instructions.

·         Understands Client/Server, Web and Mainframe architectures

·         Familiar with public and private cloud infrastructure, virtualization, relational database use and design, mobile applications, data security, end user devices, operating systems, and networking

·         Effective verbal and written communication skills. 

·         Capable of solving problems quickly and accurately.

 

EDUCATION AND EXPERIENCE REQUIRED:

·         Minimum of one-year experience with Management Information Systems department.

·         2-year College Degree (A.A., A.S., or similar) in business, IS, or related area or equivalent in experience

 

Summary:

Responsible for the direct supervision of IT Support Technicians in support of customer serviced initiatives.  Responsible for the management of support technicians resources to ensure staff are aligned to complete projects, solve customer issues, and meet service level requirements.  Monitors work queues and service desk metrics to ensure staff members are operating at peak productivity.  Actively participates in the daily operations of the department to facilitate a smooth, efficient, workflow.  Creates, maintains, and enforces departmental policies and procedures.  Interacts and communicates appropriately with staff to provide guidance and work direction.  Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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