Desktop Support Supervisor

Position Title: Desktop Support Supervisor
Department: Information Systems
Title of Manager: IS Service Center Manager
Supervises: Desktop Specialists
Exemption Status: Exempt
Requisition ID: 20948

Job Summary
This position is responsible for leading the daily operations of the Service Center technical support team to meet organizational needs and in compliance with state and federal requirements. Primary responsibilities include technical and employee supervision, planning, and communications.

Education and/or Experience
Minimum 5 years’ experience in a technical support role, including 1 year at a senior technical support level
Minimum 1 year’ experience in a supervisory or lead position; lead roles should include regular assistance to a manager or supervisor in employee hiring, coaching, performance evaluation, and other supervisory tasks
Demonstrated ITIL training and/or certification
1 year experience in managed care health insurance

Essential Responsibilities
Technical Supervision
Supervise daily operations of the technical support team, such as call performance, work management, and daily operational processes, with emphasis on exceptional customer experience.
Approve staff scheduling and work assignments and coordinate coverage during times of absences and increased workload.
Oversee 24×7 on-call rotation for Service Center staff; serve as escalation point for Service Center staff.
Ensure that daily operational processes are completed.
Act as a technical escalation point for technical staff; provide technical support as needed.
Work with the Service Center Manager to design, implement and maintain detailed written policies, processes, and standard operating procedures.
Provide input into long-term IS planning.
Coordinate the technical support team’s communication with internal and external customers.

Employee Supervision
Supervise team(s) and recommend team direction and goals in alignment with the organizational mission, vision, and values.
Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens.
Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations.
Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff.
Train, supervise, motivate, and coach employees; provide support toward employee development.
Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making.
Ensure team adheres to department and organizational standards, policies, and procedures.
Evaluate employee performance and provide regular feedback to support success; recognizes strong performance and addresses performance gaps and accountability (corrective action).
Perform supervisory tasks in collaboration with Human Resources as needed.

Organizational Responsibilities
Perform work in alignment with the organization’s mission, vision, and values.
Support the organization’s commitment to equity, diversity, and inclusion by fostering a culture of open mindedness, cultural awareness, compassion, and respect for all individuals.
Strive to meet annual business goals in support the organization’s strategic goals.
Adhere to the organization’s policies, procedures, and other relevant compliance needs.
Perform other duties as needed.

Knowledge, Skills and Abilities Required

Strong basic computer applications skills (Access, PowerPoint, Excel, Word, and Outlook) and comprehension of computer programming concepts and practices
Working knowledge of end user facing technologies, including PCs, laptops, thin clients, tablets, phones, Macs, printers, and associated peripherals
Working knowledge of Windows Active Directory administration, TCP/IP, Exchange, Microsoft productivity suites, and other similar software
Understanding of service management, including associated tools and processes, and governance frameworks such as ITIL
Troubleshooting and root cause analysis skills in a technical/computing environment
Strong analytical and research skills; able to see patterns in data and draw appropriate conclusions
Ability to understand and adhere to licensing agreements
Knowledge about how the IS functions work and relate to one another

Excellent communication skills, including listening, oral, written, and proofreading; ability to facilitate meetings and presentations
Ability to clearly articulate policies, instructions, goals, and objectives
Ability to convey appropriate level of detail effectively to all levels of the organization including non-technical staff and executive leadership
Proactively and appropriately communicates status and needs
Ability to effectively collaborate with internal and external customers, coworkers, staff, leaders, and executives across all departments
Excellent ability to network and use internal and external resources

Leadership skills, including the ability to train, coach, and supervise staff
Ability to delegate and coordinate tasks for multiple people and projects
Ability to prioritize department work based on business needs
Ability to proactively build and improve the team’s quality, productivity, and customer service
Excellent customer service skills
Ability to see beyond the original request so that all logically related work is completed without needing a specific request for implied steps; employ “systems thinking”
Project management and organizational skills
Able to develop and implement solutions and communicate business value
Advanced ability to handle multiple and competing priorities and requests
Possess a high degree of initiative, motivation, and professionalism
Excellent attention to detail and deadlines
Ability to maintain a positive attitude
Ability to develop and manage processes

Physical Skills and Abilities
Lifting/Carrying up to 50 Pounds
Pushing/Pulling up to 50 Pounds
Pinching/Retrieving Small Objects
Climbing Stairs
Repetitive Finger/Wrist/Elbow/
Shoulder/Neck Movement
1-3 hours/day
1-3 hours/day
1-3 hours/day
0 hours/day
1-3 hours/day
0 hours/day
More than 6 hours/day

Speaking Clearly
0 hours/day
0 hours/day
0 hours/day
1-3 hours/day
More than 6 hours/day
More than 6 hours/day
3-6 hours/day
3-6 hours/day

Cognitive and Other Skills and Abilities
Ability to focus on and comprehend information, learn new skills and abilities, assess a situation and seek or determine appropriate resolution, accept managerial direction and feedback, and tolerate and manage stress.

Working Conditions
Environment: This position’s primary responsibilities typically take place in the following environment(s) (check all that apply on a regular basis):
☒ Inside/office ☐ Clinics/health facilities ☐ Member homes
☐ Other_________________________________________
Travel: This position may include occasional required or optional travel outside of the workplace, in which the employee’s personal vehicle, local transit, or other means of transportation may be used.
Equipment: General office equipment
Hazards: n/a
Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment
Veterans are strongly encouraged to apply.
Equal opportunity employer. This company considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Position Description »