Supervisor, User Support

Central Health•Austin, TX

About The Position

The User Support Supervisor is responsible for providing leadership and coordination of the User Support Service Desk processes and functions, as well as managing the day-to-day operational activities of the Service Desk in support of CommUnityCare (CUC), Sendero, and Central Health. This includes planning, assigning, and supervising the work of all User Support Technicians; ensuring high quality, consistent customer support and timely, satisfactory issue resolution; anticipating, recognizing and resolving issues; overseeing team processes and assessing for areas of opportunity to improve effectiveness and efficiency; helping to build skills of the team; and coordinating efforts within the User Support team and other Joint Tech staff and/or vendors as needed. The User Support Supervisor will also perform other duties as assigned.

Requirements

High School Diploma or equivalent (higher degree accepted)
3 years of user support service desk experience
1 year of supervisory, lead, or team point-of-contact experience
ITIL Foundation 4 or 5 (within 3 months of hire)
CompTIA A+ (upon hire)

Responsibilities

Supporting and guiding User Support Technicians through coaching, scheduling, training, work assignment/review, and performance management.
Learn and apply ITIL Practices for continual improvement of service delivery.
Oversee the incident and request management process in ServiceNow, ensuring all tickets are logged, prioritized, documented, and resolved according to established procedures.
Identify and report skill gaps and execute training plans in partnership with the User Support Manager and Training team.
Apply critical thinking to thoroughly analyze incidents and requests and participate in root cause analysis.
Recognize opportunities for and develop departmental standard operating procedures, processes, and knowledge base articles pertaining to Service Desk operations as needed and/or requested by the User Support Manager.
Manage day-to-day queue performance, workload distribution, and staffing adjustments to ensure service levels are consistently met.
Recognize opportunities for and help facilitate escalations quickly and professionally, minimizing business impact and providing a calm, reassuring, and customer-focused experience.
Assist with and/or complete projects, continual improvement initiatives, and reporting requirements as required by the User Support Manager.
Perform standard Tier 2 Service Desk agent duties including Tier 2 consultations, direct user support, and rotations.
Partner with the User Support Manager to continuously improve the quality, empathy, and clarity of user interactions using Q&A practices and CSAT.
Work outside of standard business hours when needed.