Regional DTS Supervisor (Santa Fe, Española & Socorro)

Unity BPO•Albuquerque, NM

32d

About The Position

This key DTS Supervisor position is a role requiring an individual that has experience with IT Service Management Coordinator tasks, as well as overseeing desktop technicians for the client contract. The chosen individual will oversee and provides leadership to onsite Desktop Support Team at their designated location(s), as well as providing ticket coordination tasks to core client systems and applications. The DTS Supervisor must be able to make high level decisions that can and will directly affect the end user. This individual is also responsible for ensuring employee, client and end-user satisfaction. Additionally, this role will be instrumental in the delivery of ITIL Service Management, applications, desktop and mobility strategies, inventory management, day to day issue resolution and license management.

Requirements

High School diploma or G.E.D equivalent/and at least 4-year experience supporting, troubleshooting and repairing PCs.
Working knowledge of PC operations which includes hardware, software, network settings, operating systems and MS Office applications is required
CompTIA A+ certification preferred
Healthcare environment experience preferred
Epic experience preferred
Knowledge of medical-based terms and phrases are a definite advantage.
Excellent verbal and written communication skills.

Nice To Haves

Demonstrated success leading a team of 5+ DTS Technicians and projects personnel.
Direct oversight of contractor staff preferable
Individual should possess a Bachelor's degree in MIS, Computer Science, or other relevant discipline. Equivalent combination of work experience/training/Associates degree may be considered in lieu of a bachelor's degree equaling 8 years.
Minimum of 3 years' experience (Supervisor), 5+ years' experience (Sr Supervisor) in a similar fast paced IT and/or Healthcare Services environment
Advanced working knowledge of PC operations, diagnostic troubleshooting and repair including hardware, operating system, network settings, network and local print/scan/fax support
Experience with Service Desk ticket tracking systems (Service Now, HEAT, Remedy, Magic, CA Service Desk).
Experience with Service Level Agreements (SLAs) and other performance metrics
Experience with motivating and managing a team

Responsibilities

Build and maintain strong relationships with client leadership on behalf of Unity.
Ensure team alignment with the ITIL Service Delivery Model.
Demonstrate leadership that reflects Unity's values and supports team effectiveness.
Produce weekly/monthly SLA and KPI reports and drive service recovery for any violations.
Improve and maintain positive client customer satisfaction scores.
Lead Root Cause Analysis to prevent recurring issues or escalations.
Personally respond to major incidents and ensure full executive-level satisfaction.
Review incident/request findings and provide recommendations for resolution.
Analyze operational metrics to identify trends and drive process improvements.
Ensure all SLA, KPI, and contract requirements are consistently met with high quality.
Participate in client operational meetings and relay key expectations to Unity leadership.
Develop and maintain policies and procedures for issue identification and resolution.
Support and participate in IT-related projects.
Collaborate with Unity teams across Albuquerque to ensure consistent practices and initiatives.
Manage hiring, training, scheduling, performance, and corrective actions for team members.
Hold monthly one-on-one meetings with direct reports and document in HRM.
Manage team schedules to ensure 7-day operational coverage.
Own, manage, and resolve escalations to successful completion.
Drive effective team communication through regular meetings and updates.
Complete additional duties as assigned.
Work directly with client project management office on required tasks
Attend and report on Daily Operations Huddle the relevant topics to DTS
Attend and contribute to the Weekly Operations Client meeting
Provide backup support to other zones during PTO
Participate in Root Cause Analysis sessions to better serve clients