Application Support Supervisor

University of Iowa • Iowa City, IA

4d • Remote

About The Position

The Application Support Supervisor oversees daily support activities and ticket management for enterprise communication services and contact center applications in a healthcare environment. Supported services include Vocera, Spok Mobile, automatic call distribution, voice messaging, call recording, workforce optimization, on-call, and paging. The role provides operational support for ongoing maintenance, including basic provisioning, consultation, documentation, training, and integration into clinical and business operations.

The position is remote within Iowa. A work arrangement form must be completed upon employment start; arrangements are reviewed annually and must comply with the remote work program, related policies, and employee travel policy. The role is a regular Professional & Scientific position at 100% time and supervises two or more staff. It also participates in on-call rotations and disaster recovery planning as needed.

Requirements

• Bachelor’s degree in computer science or a related field, or an equivalent combination of education and experience.
• Five to seven years of experience in application and/or technology support.
• Ability to review and solve complex problems using analytical and creative problem-solving skills for design, creation, testing, and troubleshooting of communication platforms.
• Experience communicating technical information to non-technical customers.
• Effective oral and written communication skills.
• Experience with process improvement and enhancing customer experience.
• Experience supervising staff in a customer service role.

Nice To Haves

• Knowledge of communication technologies such as automatic call distribution (ACD), Vocera, interactive voice response (IVR), voicemail, call recording, and workforce optimization.
• Experience collaborating with technical and non-technical staff on system implementation projects, including developing system and process documentation.
• Five to seven years of experience supporting IT in a healthcare environment.

Responsibilities

• Manage daily support for communication services and ensure timely resolution of incidents and service requests, including moves, adds, and changes submitted through the enterprise service portal.
• Serve as a primary liaison among IT partners, customers, and vendors, building relationships that foster collaboration and improve service outcomes.
• Monitor, track, and escalate service tickets to support efficient processing, follow-up, and resolution within expected service levels.
• Oversee provisioning across communication solutions, ensuring accurate creation of accounts, permissions, and access.
• Establish, document, and maintain standardized provisioning processes.
• Coordinate and communicate service-impacting changes, system upgrades, downtimes, and technology changes to affected departments and business units.
• Participate in change management processes and meetings to review planned work, assess operational impact, and support successful implementation.
• Provide specialized technical support for complex communication applications, integrations, compatibility issues, performance concerns, and system vulnerabilities.
• Review business needs, workflows, and operational requirements with end users and stakeholders, and recommend communication service solutions.
• Develop and maintain system and call flow documentation, training materials, and knowledgebase content.
• Evaluate and report on service activity, operational metrics, provisioning accuracy, ticket trends, and other service performance measures.
• Recommend and implement process improvements, support procedures, standards, and guidelines.
• Supervise staff, coordinate work, provide guidance, and ensure compliance with organizational policies and procedures for two or more staff.
• Participate in on-call support rotations.
• Participate in disaster recovery planning as needed.
• Collaborate with various IT colleagues to improve service delivery, facility tracking, and ticket management.

Benefits

• 24 days of paid vacation per year to start.
• Paid sick leave.
• The University of Iowa offers a benefits package; complete details are available through its benefits information page.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager