Regional IT Support Supervisor - Bay Area

Main Template•Alameda, CA

5d•Hybrid

About The Position

The Regional IT Support Supervisor acts as the service delivery manager and primary point of contact for IT matters on the Regional Team. The Regional IT Support Supervisor has the overall responsibility to ensure that technology services are being delivered effectively and efficiently to the region. The position is responsible for five key functions for the region: Provides on-site break/fix support for priority IT issues. Provides IT support for Program Start-up/Moves/Expansion activities. Provides IT support for Strategic and Corporate initiatives. Provides organization and coordination to deliver region-specific priority IT projects. Provides monitoring, reporting, and supervision of IT SLAs. This position requires extensive travel throughout the Bay Area region, with regular on-site IT support at multiple behavioral health programs. Candidates must reside within the assigned region. May require occasional after-hours support for critical issues and projects. Expected starting wage range is $101,329 - $115,000. Telecare applies geographic differentials to its pay ranges. The pay range assigned to this role will be based on the geographic location from which the role is performed. Starting pay is commensurate with relevant experience above the minimum requirements.

Requirements

Bachelor’s degree in computer science, Management Information Systems (MIS), or a related technology field
Minimum five (5) years’ experience working as an IT Support Supervisor
Experience working directly with leaders from different Departments.
Ability to troubleshoot multifaceted problems
Ability to provide Project Lead or Project Management support for small or medium sized cross-functional initiatives
Ability to maintain a calm demeanor, be well organized, take initiative, and work independently
Expert knowledge of Windows OS and Microsoft products consistent with years of experience (e.g., Expert = >5 years WinOS and Microsoft product experience)
Expert troubleshooting of OS, application, and network issues
Ability to regularly and frequently travel within a geographically defined territory
Ability to stay within all local or site specific client standard operating procedures and work policies
Valid driver’s license, proof of insurance, and motor vehicle record clearance
Willingness to use your personal vehicle to attend meetings, etc. (weekly mileage reimbursement at the IRS rate)
Must be at least 18 years of age
All opportunities at Telecare are contingent upon successful completion and receipt of acceptable results of the applicable post-offer physical examination, 2-step PPD test for tuberculosis, acceptable criminal background clearances, excluded party sanctions, and degree or license verification.
If the position requires driving, valid driver license, a motor vehicle clearance, and proof of auto insurance is required at time of employment and must be maintained throughout employment.
Additional regulatory, contractual, or local requirements may apply

Nice To Haves

Demonstrated experience with depth and breadth of technology tools and solutions to drive business value
Ability to learn new computer applications and technologies quickly
Interpersonal skills include ability to deal with diverse personalities, clear and concise oral and written communications, and comfort with interacting with all levels of management in a matrixed environment

Responsibilities

Provides on-site break/fix support for priority IT issues.
Provides IT support for Program Start-up/Moves/Expansion activities.
Provides IT support for Strategic and Corporate initiatives.
Provides organization and coordination to deliver region-specific priority IT projects.
Provides monitoring, reporting, and supervision of IT SLAs.
Acts as a technology partner to the Vice President of Operations and broader Regional Team, provide technical leadership to mitigate clinical quality deficiencies through use of technology.
Promote best practices for data security and privacy, in accordance with policies and protocols.
Stay updated on and inform the team about evolving cybersecurity threats, mitigation strategies and business continuity/disaster recovery procedures.
Identify and mitigate potential security risks associated with technology use at our locations.
Conduct on-site annual HIPAA risk assessment walk-throughs at the Programs, reviewing relevant Administrative, Technical and Physical safeguards with support from Director of Information Security.
Demonstrate the Telecare mission, purpose, values, and beliefs in everyday language and contact with internal external stakeholders
Act as a central point of contact for all IT-related inquiries and concerns within the team; providing regular updates on status of IT projects and initiatives, fostering transparency and trust.
Build strong cross-functional relationships and acts as the “eyes and ears” of IT at the Regional and Program level.
Facilitate constructive communication and collaboration between Regional Team and members of the IT Department.
Lead training sessions or workshops to educate team members on proper technology usage and troubleshooting techniques.
Lead brainstorming sessions to develop solutions for complex technology challenges faced by the team.
Document and report on service requests accurately and comprehensively in accordance with established procedures, ensuring clear communication and timely resolution.
Perform follow-up activities as required by established service level agreements (SLAs) to ensure customer satisfaction.
Ensure consistent and efficient service delivery by adhering to established playbooks for handling diverse service catalog requests.
Demonstrate strong analytical skills to identify the appropriate playbook actions for each request and follow established procedures to achieve results.
Leading discussions and presentations to raise awareness and build buy-in for new technology initiatives
Providing guidance and support to Regional and Program staff during technology implementation and adoption processes.
Engages and embeds with applicable project roll-out teams, in support of strategic projects/initiatives; develops subject matter expertise on key IT systems/applications (e.g. Electronic Health Record); Provides regional project support, which may include deployment support, training support, post go-live support and troubleshooting, and regional IT point of escalation
Leading discussions and presentations to raise awareness and build buy-in for new technology initiatives.
Providing change management guidance to workforce during technology implementation and adoption processes.
Collaborate with stakeholders to adhere to technology standards and best practices relevant to the team's work.
Develop and maintain documentation to ensure consistent and efficient technology use.
Gain a comprehensive understanding of our Information Technology (IT) policies and procedures and collaborate with Programs to ensure they are followed consistently.
Develop constructive relationships with customer/county IT staff where applicable.
Support IT budgeting, by monitoring IT OpEx spend vs. Budget for designated region/systems, and escalating variance to relevant stakeholders in a timely manner.
Identify potential cost savings at the Programs through use of Technology, and collaborating with Vice President of Operations and IT Leadership as appropriate.
Support the IT asset management strategy of Telecare, in accordance with policies and procedures established by IT Leadership
Monitor and target key performance indicators (KPI) to ensure effective/efficient delivery of IT services.