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Job Summary
The IS Customer Support Supervisor services customers as well as supervises a team of 8 - 12 IS CSC Support Specialists with direct reporting supervision of 2-3 ISCSC Specialists, providing oversight, direction, mentoring, training, and on call support. The IS Customer Support Supervisor partners with management to adhere to ITIL Incident and Problem Management standards, exceed customer service level agreements (SLAs), and to overcome challenges impacting the team's ability to meet those goals.
The IS Customer Support Team Supervisor performs under the general supervision of the IS CSC Manager while working with IS CSC Team Leaders, Specialists, and peers in all THP areas to provide leadership in the delivery of IT service management and support to end users as well as identify, design and implement process and procedure changes to support the business, as needed or directed. This individual also supervises and oversees the IS CSC team in timely, corporative and accurate communication between the team, IS management, the end-user community and Tier 2 support including the delivery of IT Global Event Notifications and Major Incident Management.
Job Description
Supervision of CSC Specialistsand direct supervision of 2-3 temporary ISCSC Specialists
Responsible for direct supervision of 2-3 ISCSC temporary Support Specialists and overall supervision of the day to day operations for all the ISCSC Specialists
and Senior Specialists as well asimplementing projects in accordance with project plans and budgets; responding to more complex, escalated inquiries from team members;
and monitoring the quality of their work.
In conjunction with ISCSC Manager coordinate CSC staffing and coverage schedules for ACD calls, on-call and all other departmental tasks as needed.Proactively
monitor CSC workloads for issues, staffing and unexpected changes in volumes.Adjust task assignment, scheduling and workload balance for CSC team
members based on department needs.
Provide constructive, confidential feedback to each team member on task performance against team standards and goals through call coaching
and live monitoring.Mentor and coach, as necessary, in conjunction with management, in support of each team member's growth, and that of IS CSC team.
Communicate and guide CSC team on internal policies, processes, and procedures In conjunction with IS CSC manager, participate in interviewing
and training new ISCSC Specialists
Customer Support
Process IT Incidents, Problems and Services requests. Respond to the IS Customer Support Center (CSC) ACD queue phone calls, emails and instant messages in the,
and perform other department production tasks as needed, or as assigned by manager.
Triage, troubleshoot, diagnose, resolve/route Incidents and Service Requestsreceived via. Telephone according to CSC SLAs.Document all actions and
customer encounters in the Service Now ticketing tool
Resolve/process Tier 2 3 technical issues in a productive manner according to CSC SLAs.
Provide on-call support as assigned according to CSC SLAs.
Process IT Global Event Notifications and provide ITIL major incident and problem management support according to CSC SLAs
Respond to calls in the IS Customer Support Center (CSC) ACD queue, and perform other department production tasks as needed due
to business need, or as assigned by manager.
Triage, troubleshoot and diagnose issues/incidents/service requests received into ISCSS, according to CSC SLAs.Document all actions and customer
encounters in the Ticketing tool following ITIL standards and methods
Provide on-call support as assigned according to CSC SLAs
Coordinate and/or process IT Global Event notifications and pages and provide crisis management support according to CSC SLAs
Supervise and perform Tier 2 and 3 Incident troubleshooting, analysis and resolutionas well as coordinating Problem Management
Handle escalated customer issues and/or calls
Call Coaching and Quality Monitoring
Perform Regular call coaching sessions with ISCSCS Specialist and Senior Specialists as needed as well as random quality checks in ticketing tool
Develop queries, report, document, and publish team quality and call coaching scores and Service Now Customer Satisfaction results to team members and management.
In conjunction with ISCSC Manager maintainand update call coaching scoring criteria and associated processes
Participate in departmental and cross-functional meetings and discussions to facilitate communications, changes and updates within CSC, across IS and involving
end-user community as needed.
In conjunction with Manager, proactively analyze, design, develop, document and implement operational improvements, policies, procedures and workflow processes
related to CSC departmental operations based on and quality monitoring and customer feedback
Bachelor's degree required. Bachelor's degree in Computer Science or Computer Technology preferred. Technical certification in one or more current Microsoft Windows
operating systems, Network Administration, A+, Network +, Microsoft Certified Desktop Technician, ITIL v3 Foundations or equivalent preferred.
EXPERIENCE: (Years of experience)
Minimum of 7 years' technical customer service experience in an IT Service Desk environment or equivalent
3 years' experience supervising and mentoring staff
2-3 years' experience with call coaching, mentoring and monitoring of employee performance as well as monitoring the quantity and quality of team's work
3-4 years' experience and working knowledge of THP technical Support environment
Advanced level understanding of call center operations and resource planning.
Proficient leadership and mentoring skills of IT Support resources
Advanced knowledge of technical support concepts.
Proficient level understanding of call center operations and ITIL Service Desk Incident, Service Request and Problem Management
Demonstrated proficiency in leading IT software support, service and configuration Managementefforts including but not limited to the following technical concepts or applications:
Network Diagnosis and Troubleshooting including understanding of Wireless and DSL connectivity and equipment and common home and public facility
(hotel, hospital, etc.) network configurations
Information Security - Access control, authentication, threat prevention and user education
Remote Control, Diagnostic and software deployment tools
Decision Trees and Root Cause Analysis
Enterprise Email, Calendaring and Instant Messaging
Microsoft Office Suite - Word, Excel, PowerPoint, Visio and Access
Microsoft Management Console
Microsoft Active Directory Services
Windows, Unix and Lenox environments
Systems Computer/Console Operations
Systems Security and User Administration
Systems Software Installation & Upgrade
Hardware and Software Interoperability - Device and print driver configuration, Database and datasource connections
Advanced knowledge of dependencies and relationships of THP "core" applications (TAHPMaster, Macess, Diamond, etc.) to the IT infrastructureand to THP's business operations
Advanced knowledge of THP standard desktop and laptop equipment and peripherals.
Alphanumeric keyboarding at a speed of 25 wpm or greater.
Proficient customer service and problem solving
Proficient oral and written communications skills including the ability to effectively communicate technical instructions and information to team members and end-users.
Advanced competency in adaptability, including the ability to quickly learn complex technical and business processes, applications and technology
Advanced ability to maintain composure, focus and professionalism during difficult customer encounters and/or crisis situations.
Proficient ability to supervise team members, end users, and THP colleagues at all levels of skill, seniority and role, without regard to gender, race, culture, creed,
ethnicity or age, fostering an atmosphere of trust, competency and respect.
Advanced organizational skills, with ability to self-prioritize work, multitask; adjust to changing priorities, and to function in a fast-paced, dynamic environment.
Advanced experience and ability to build, maintain and support positive and productive relationships with customers, colleagues and team members, acting as an
advocate for customers and team members within the IS organization.
Ability to create and deliver basic presentations to small groups of2 - 5 people.
Proficient coaching, mentoring, negotiating and influencing skills.
WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS (include special requirements, e.g., lifting, travel, overtime)
Will be required to provide On Call support as assigned, when the department is closed, typically weekends, holidays, and from 5:00 pm - 7:00 am weekdays.
This requires carrying a pager, cell phone, and a THP laptop/tablet with essential software and configuration required to perform all IS CSC support tasks, at all times while on call.
Also, supply the ISCSC Manager and Team Leader with a personal phone number where they may reached after hours in the event of an emergency or failure of the on call alert system.
Must have digital dexterity and communication skills to enable reasonably accurate data entry while conversing via telephone.
Requires prolonged periods of sitting, and ability to wear a telephone headset to perform job duties.
Must have the ability to clearly communicate both orally and in writing in the English language, and to be clearly understood via telephone.
Requires the ability to stay focused in a dynamic environment, and able to quickly adapt to changes.
Requires strong aural, verbal and visual abilities.
May sometimes require the ability to move or lift objects up to 50 lbs. without assistance, and to maneuver under, around and behind office furniture and telecommunications
wiring assemblies to repair, replace, relocate or troubleshoot issues with network and PC hardware peripherals.
Department hours of operation are 7:00 am - 5:00 pm Monday through Friday.Work schedule includes one-hour lunch period.Will occasionally need to work after-hours to support
departmental projects and initiatives.Schedule may vary to maintain proper support coverage, based upon business needs.May occasionally be required to travel between campuses.
What we build together changes our customer's health for the better. We are looking for talented and innovative people to join our team. Come join us!
As of Nov. 1, 2021, full vaccination against COVID-19 is required to enter any Point32Health office or if, on behalf of Point32Health, you are meeting in-person with individuals outside of a Point32Health office. As of Dec. 8, 2021, all employees - including remote employees - must be fully vaccinated. This position will require the successful candidate to show proof of full vaccination against COVID-19. Point32Health is an equal opportunity employer, and will consider reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.
