Application Support Supervisor

UIOWA • Iowa City, IA

3d • Remote

About The Position

This position 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 the ongoing maintenance of these solutions, including basic provisioning, consultation, documentation, training, and integration into clinical and business operations.

The position supervises and coordinates the work of two or more staff members, participates in on-call support rotations, and may participate in disaster recovery planning. It is eligible for remote work within Iowa. A work arrangement form is required at the start of employment; arrangements are reviewed annually and must comply with the University's remote work and employee travel policies.

Requirements

• Bachelor's degree in computer science or a related field, or an equivalent combination of education and experience.
• 5–7 years of experience in application and/or technology support.
• Ability to analyze 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, including 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 development of system and process documentation.
• 5–7 years of experience supporting IT in a healthcare environment.

Responsibilities

• Manage daily support activities 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 to foster collaboration and improve service outcomes.
• Monitor, track, and escalate service tickets to ensure efficient processing, appropriate 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 measures used to monitor service performance and support decision-making.
• Recommend and implement process improvements, support procedures, standards, and guidelines.
• Supervise and coordinate the work of two or more staff members, provide guidance, and ensure compliance with organizational policies and procedures.
• Participate in on-call support rotations.
• Participate in disaster recovery planning as needed.
• Collaborate with various IT colleges to improve service delivery, facility tracking, and ticket management.

Benefits

• 24 days of paid vacation per year to start.
• Paid sick leave.
• A generous benefits package; full details are available through the University's benefits information.

What This Job Offers

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