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Supervisor, Desktop Support

Company: OptumCare
Location: Colorado Springs
Posted on: November 20, 2020

Job Description:

General Position Summary Under the general supervision of the Manager of Desktop Field Services, This position reports to the Technology Support Services (TSS) manager. The (DSS) Desktop Support Supervisor leads the desktop support function by providing leadership and supervision to desktop support staff, planning and supporting operations, reporting on key metrics, managing projects, directing project assignments, promoting a service oriented support environment focused on delivering industry leading support and customer service. Work includes, but is not limited to, endpoint device management, incidents and service requests related to endpoints including mobile devices involving hardware or software, networking, active directory, and other technology related devices utilized in the enterprise environment. The candidate must be experienced as a leader and be able to work in a dynamic environment, including triaging and prioritizing incidents, requests and project work while providing strong and professional customer service for internal customers. Essential FunctionsResponsibilities Supervises the desktop support staff by defining and establishing schedules, setting priorities, providing supportdirection and dealing with administrative issues as needed. Actively monitors desktop support operations to ensure high service levels and timely resolutions or escalations are consistently occurring. Drives a data driven approach including understanding and reporting on leading and lagging KPIs used for industry best practices related to Desktop Support. Monitoring technology desktop support queues and assisting support teammates with meeting performance goals. Serves as escalation point of contact for IT stakeholders in the region Escalates incidents and requests ensuring that escalation procedures are followed coupled with effective communication. Works closely with the service desk and auxiliary support teams. Provides senior-level technical support of the desktop computing environment including hardware, software, and related technologies. Works within the user community to promote excellent customer service, effective response times and provides expert insights into general support issues. Sets clear expectation for staff regarding quality of service guidelines for dealing with customers, completing service orders, and overall customer satisfaction. Consistently addresses deficiencies in meeting customers' needs and satisfaction. Works closely with department contacts on a regular basis to improve customer relations and technical support. Promotes a culture of inclusiveness, positivity, and team building. Development mentorship of teammates. Conducting quality assurance on tickets and processes related to incidents and service requests. Submits clear and conciseaccurate technical manuals or guides for knowledge management Conducts appropriate training for newtenured IT support staff in order to enhance their process adherence, troubleshooting and customer service skills. Leading (Problem management) trend root cause analysis for incidents as it relates to desktop support Serving as the single point of contact for regional Desktop Support metrics KPIs and other related reports. Coordinate between different tiers of technical teamsvendorsbusiness units for resolution of complex issues. Secondary Functions Provide field service support to remote sites Perform other relevant job duties as assigned. Job Scope Job consists of dynamically changing work situations based on potential escalations and business critical incidents and requests. The ability to prioritize and delegate is critical to success. Job involves a moderate degree of complexity. Duties are performed somewhat independently and under general supervision. Decisions are made within established departmental guidelines with discretion to make judgment calls within reason. Errors in judgment or work performance could result in insufficient productivity for the department and enterprise. Supervisory Responsibility Directly supervises an assigned group of IT technology services teammates. Specific Job Skills Adept at critical thinking and problem solving to evaluate problems for accuracy and timely resolution, observing expectations for service levels. Able to address any performance issues with reporting teammates and have direct and constructive conversations. Ability to tactfully change communication style and delivery to accommodate for diverse customer base including technical clinical teammates. Effective with process design, implementation, and continual improvement Excellent listening, facilitation, and conceptual thinking skills Exceptionally strong customer service, interpersonal, presentation, and communication skills Ability to compile, convey metrics and supporting analysis to leadership Ability and desire to thrive in a very fast-paced, team-oriented environment Ability to meet tight deadlines and multi-task, while executing projects in a fast-paced environment. Strong attention to detail and organizational skills. Education AS or BABS in Computer Science or related field andor combination of experience Required Comp TIA A, Net, Sec Required ITIL v3 Foundations Certification Desired MTA, MCSE, MCSA, CNE Experience At least 5 years progressive experience in technology support operations 2 years of team lead andor supervisory experience KPI Metrics compilation, analysis and delivery A thorough understanding of Desktop Support best practices A thorough understanding of ITIL incident management request fulfillment related to desktop support and field services. Experience supporting customers and clients both in person and remotely, using all tools available to accomplish the task. A combination of small-business and enterprise level support experience is ideal. Experience with a commercial ticketing system such as Service NOW preferred. Required Experience with Windows 7 Windows 10 in a domain-managed environment. Extensive experience with the MS Office product suite, ideally 2010 and 2013. Experience with SCCM MDT technology Desired Experience with Office365. Desired Experience with Active Directory,DNS, DHCP etc. Desired Experience with IOS Apple devices Job Conditions Job requires hours that may occasionally exceed 8 hours per day or 40 hours per week and includes some non-traditional work hours especially during times of peak activity Have the ability and desire to travel up to 20 of the time

Keywords: OptumCare, Colorado Springs , Supervisor, Desktop Support, Other , Colorado Springs, Colorado

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