Supervisor, Technical Support Specialist

Mercy Medical Center Home Health•Kettering, OH

About The Position

Our culture and people are what set us apart from other post-acute care providers. We’re dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY. The Supervisor of Technical Support Specialists is the front-line support enabling the organization to deliver our goal of improving the quality of life for those entrusted to our care. In this role you will demonstrate your ability to understand customers’ requests and provide solutions to be effective. You’ll work with the Manager, End User Services, to provide oversight of the help desk. You will work with the latest laptop, desktop, convertible tablet, and mobile devices in addition to the operating systems and applications running on them. You will coach and mentor others. You will identify, solve and implement process improvements. You will work to process return equipment. You will work to ensure retired equipment is properly recycled including data destruction and responsible recycling.

Requirements

Previous leadership experience is preferred
Strong customer service and documentation skills
Strong verbal and written communication skills
Ability to identify and execute predetermined procedures
Demonstrated success managing multiple priorities while delivering results
Experience troubleshooting and resolving basic network problems
Experience provisioning, supporting, and repairing Windows hardware
Experience installing and administrating a Microsoft workstation environment
Experience administrating Microsoft Active Directory Users and Computers
Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users
Experience provisioning and administrating end-user telephony devices
Experience deploying and administrating backend telephony services
Experience installing, configuring, and updating Windows Server Operation Systems
Experience installing and configuring workstation and server applications
Experience implementing and administrating Mobile Devices via Mobile Device Management
Demonstrated ability to follow directions and deliver results individually and as a team member
Demonstrated ability to establish and maintain effective working relationships with other employees, vendors, and customers
Understands, adheres to and effectively communicates company policies and procedures
CompTIA A+, N+, CCNA, Microsoft or other industry certification(s)
Possess a valid driver’s license and a good driving record
Maintain a professional appearance as a representative of the company
Associates degree in a computer-related technology field or equivalent industry experience

Responsibilities

Manages all the Tier I ITSD teammates and any escalation
Resolves escalations from other team members in a Tier III and Supervisory capacity
Identify, purchase, receive and approve payment for required equipment and supplies
Ensure timely procurement of IT equipment and services for onboarding and ongoing support
Identify, design, develop, document, and deploy technical solutions
Lead enterprise-wide deployment efforts
Work with wireless providers to ensure availability of devices
Work to ensure new wireless device models are tested prior to end of life for previous models
Process and receive offboarded employee equipment
Work with agency leadership to ensure timely return of employee equipment
Improve processes by identifying and implementing scalable solutions
Establish and maintain effective vendor relations
Work to develop and maintain asset disposal solution
Other reasonable duties assigned by Manager
Provide back-up support to the Manager, End User Services
Leads daily team huddles and weekly team meetings
Responsible for the day-to-day management of two or more Technical Support Specialist I team members
Interviewing, hiring, training and termination of department personnel
Provides consistent coaching and provides challenge and opportunity to direct reports
Supervises direct reports with consistency and clarity of expectations
Completes yearly evaluations in an accurate and timely manner
Performs coaching, counseling and discipline as needed
Works with direct reports to ensure employee satisfaction and resolution of issues and concerns
Timecard management