IT Support Supervisor

Community Council of Nashua•Nashua, NH

About The Position

Greater Nashua Mental Health is looking for an IT Support Supervisor to join our team! The IT Support Supervisor is responsible for the day-to-day management of GNMH helpdesk and IT support staff. As head of the support team, they are responsible for maintaining a high level of customer satisfaction and finding ways to improve processes. This position also coordinates with other IT team members to escalate tickets, document workflows, maintain inventory, and create processes and procedures. Provides day-to-day general management of the IT Helpdesk, including staffing and development, as well as technical guidance and escalation to other members of the IT Staff. Establish best practices through the entire technical support process, follows up with staff to identify areas of improvement. Ensure wide-ranging or high-priority issues are addressed with an appropriate degree of urgency. Work with identified staff to ensure resources such as software licenses, devices, or hardware are ordered. Responsible for working directly with GNMH staff and vendor resources to improve systems and ensure resources are adequate for staff needs. Maintains, organizes, keeps inventory of IT assets and other identified GNMH resources. Assists with Clinical Systems and Applications to facilitate operations; including user setup, security, template/form development, reference files configuration, and communicating system and operational concerns or concerns relative to system backup/disaster planning operations. Responds to support requests, resolves, and/or escalates requests as appropriate Develops and maintains information technology support resources Creates and maintains documentation as directed for identified GNMH assets, resources, workflows, processes, applications, and/or documentation consistent with meeting IT departmental responsibilities. Performs routine duties and special projects independently while providing friendly and consistent user support.

Requirements

High School Diploma or GED
2-3 years’ experience on an IT support desk and/or a customer support role.
Must be familiar with Information Technology systems, windows environments, desktop systems, deployment, protection, troubleshooting, etc.
Excellent customer service, communication, and interpersonal skills.
Ability to juggle multiple projects simultaneously.
Ability to establish and maintain effective working relationships with others, to express ideas clearly and concisely
Knowledge of Microsoft Office products.
Strong collaborating skills, and an ability to work effectively both independently and as part of a team.
Comfortable in a fast-paced environment with frequent deadlines; high energy, self-motivated and proactive
Ability to problem solve and exercise judgment.

Nice To Haves

Direct experience in a healthcare field preferred.
Coursework in IT related field or a combination of specialized education and/or relevant information technology experience

Responsibilities

Day-to-day management of GNMH helpdesk and IT support staff
Maintaining a high level of customer satisfaction
Finding ways to improve processes
Coordinates with other IT team members to escalate tickets
Documenting workflows
Maintaining inventory
Creating processes and procedures
Provides day-to-day general management of the IT Helpdesk, including staffing and development, as well as technical guidance and escalation to other members of the IT Staff
Establish best practices through the entire technical support process
Follows up with staff to identify areas of improvement
Ensure wide-ranging or high-priority issues are addressed with an appropriate degree of urgency
Work with identified staff to ensure resources such as software licenses, devices, or hardware are ordered
Working directly with GNMH staff and vendor resources to improve systems and ensure resources are adequate for staff needs
Maintains, organizes, keeps inventory of IT assets and other identified GNMH resources
Assists with Clinical Systems and Applications to facilitate operations; including user setup, security, template/form development, reference files configuration, and communicating system and operational concerns or concerns relative to system backup/disaster planning operations
Responds to support requests, resolves, and/or escalates requests as appropriate
Develops and maintains information technology support resources
Creates and maintains documentation as directed for identified GNMH assets, resources, workflows, processes, applications, and/or documentation consistent with meeting IT departmental responsibilities
Performs routine duties and special projects independently while providing friendly and consistent user support