Technical Support Supervisor/in office role

HarmonyCares•Troy, MI

1d•Onsite

About The Position

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model. Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care. Our Shared Vision – Every patient deserves access to quality healthcare. Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

Requirements

Bachelor’s degree in information technology or computer science, or equivalent experience
5+ years of experience in level 1 and/or 2 technical support
2+ years of experience in a senior or lead role in technical support
Certifications related to ITIL or at least 2+ years of experience administering an IT services platform
Proficiency in Microsoft Active Directory, Intune, iOS, Android OS, Microsoft Azure, Microsoft Exchange, Microsoft Office support, Multi-Factor Auth and Single-Sign-On management, PowerShell, laptop and mobile device management, including configuration, deployment, and troubleshooting
Team leadership skills, with the ability to motivate and guide team members to achieve goals
Excellent verbal and written communication skills, with the ability to interact effectively with team members, other departments, and external vendors
Strong analytical and problem-solving skills, with the ability to identify and resolve hardware-related issues quickly and efficiently
Highly organized, with the ability to manage multiple tasks and projects simultaneously

Nice To Haves

Relevant certifications such as CompTIA A+, CompTIA ITF+, or Microsoft Certified: Modern Desktop Administrator Associate
Experience with technical team and end-user training

Responsibilities

Provides operational leadership for the technical support function, ensuring high-quality service delivery, effective issue resolution, and consistent customer experience.
Oversees daily support operations, including phone and ticket queue performance, service level adherence, and escalation management.
Serves as a subject matter expert and escalation point, establishes troubleshooting and communication standards, and partners cross-functionally to identify trends, drive process improvements, and enhance overall support effectiveness.
Lead the Technical Support team, providing guidance, support, and training to ensure high performance and productivity.
Oversee the deployment and management of computer and application accounts, including Microsoft Active Directory, Microsoft Azure, Microsoft Entra, Microsoft exchange and application specific accounts.
Work in concert with hardware and patching teams to ensure that device upgrades and patches are viable with our application stack and computer policies.
Provide technical support to team members and end-users, troubleshooting hardware and software issues as needed.
Create, maintain and communicate ticket and call reports and ensure that all SLAs are met.
Provide one-stop IT service in VIP situations.
Manage weekly communication of high-level reports that are digestible for customers.
Work closely with other IT teams or customer departments to coordinate deployment of new initiatives, process improvements and custom support models as needed.
Develop and maintain documentation relevant to all Technical Support team activities and responsibilities, internal and customer-facing library must be maintained and made available.
Work closely with operations and other technology teams to ensure all new releases are cascaded to support team.
Ensure that all Technical Support activities comply with company policies, industry standards, and regulatory requirements.
Monitor ticket and call activity for escalation needs, support patterns and coaching opportunities and act as an escalation point for Technical Support team members and customers.
Manage team stand-ups to identify and solve trending/hot items.