Supervisor IT Support

Virtua Health Team Supervisor

Supervises team's activities to ensure a smooth flow of operations by setting priorities and managing daily work queues. Provides second level technical support for all technicians; represents Technology Support Manager in their absence; interfaces with other IS teams and service vendors to resolve problems and support projects. Responsible for projecting a professional, friendly, customer service focused image in all customer communication. Develops and maintains productive and professional relationships with other teams within IS. Provides quality service by enforcing quality and customer service standards through people-centered, supportive and flexible support.

Oversees daily work of team members in a 24/7 environment. Coaches, trains, develops and holds the team members accountable resulting in well-trained, reliable, customer service-oriented employees; performs assessments of work; creates commitment and ownership within team by encouraging responsibility, recognizing achievements, setting goals, priorities and delegating with clear expectations Completes annual reviews for team members, monitors employee productivity and provides constructive feedback and coaching thru the year; reviews and corrects team members API entries.

Maintains rapport with customers by meeting to determine quality of service and makes necessary adjustments to accommodate needs; examines and resolves issues; routinely rounds in customer areas to identify any trending issues or concerns and makes suggestions to correct the situation; monitors call volume and reallocates resources as needed.

Monitors and analyzes Service Now tickets & incidents to ensure team has documented a prompt and accurate response with a good clear resolution documented in Service Now; reviews team updates and notes include progress and resolution; follows up with customer to ensure satisfaction; leaves follow up notice when servicing customer equipment in their absence; identifies and reports trends to IT Management.

Assists in the development and implementation of best practices, procedures and workflows for the Service Desk; creates and maintains support and technical documentation in Service Now and the department knowledgebase. Adheres to IS Business Practices and available for 24/7 support as needed. Serves as IS project lead as needed; Performs in-depth research to reveal improved methods and technology for Information Services customer function.

Serves as IS project lead as needed; Performs in-depth research to reveal improved methods and technology for Information Services customer functions; Independently maintains job knowledge of the latest and emerging technologies, including new hardware, mobile devices, and various operating systems and by participating in educational opportunities.

Minimum of 5 years' experience in computer hardware installation, maintenance and repair. Strong analytical, technical and project management skills required. Customer focus and positive, can-do approach is essential. Must have good interpersonal, verbal and written communication skills.