Information Technology IT Help Desk Supervisor
Information Technology IT Help Desk Supervisor
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Job Description
What we are looking for:
As a Certified Community Behavioral Health Clinic CNS Healthcares mission is to serve the people of our communities.
The IT Help Desk Supervisor oversees the daytoday operations of the agencys information technology help desk team to support critical business operations and decisions to ensure that the help desk team provides efficient and effective operational support across all agency sites.
Compensation Range:
The starting pay for this position is $53125 $62500 annual salary and is based on nondiscriminatory factors such as skills and experience.
Whats in it for you:
As a member of our team you will have an opportunity to make a meaningful impact on our community and the lives of the individuals that we serve. CNS Healthcare provides a robust total rewards program to support our team members and their loved ones.Weve shared some highlights below but you can visit the benefits guide posted on our careers page to learn more!
- Comprehensive medical insurance options
- Employerpaid benefits including dental vision life and shortterm disability insurance
- Retirement program with generous company default contribution and match
- Generous PTO program starting at 18 days annually
- 16 paid holidays including 3 floating holidays
- Paid parental leave
- Student loan forgiveness eligibility including Public Service Loan Forgiveness (PSLF) HRSA and more
Interested in learning more about this role
Please see below for a summary of job responsibilities and qualifications!
Essential Functions
- Serve as a leader and role model for the organization in matters relating to information technology.
- Lead the help desk team in managing work assignments including troubleshooting identifying root cause and providing technical expertise as needed.
- Regularly assess the quality of work and operational metrics for the help desk team and make suggestions for continuous improvement.
- Communicate any issues impacting daytoday operations in a thorough and prompt manner to appropriate staff and other parties.
- Lead the development of help desk work instructions policies and procedures.
- Develop processes and practices for design maintenance and operation of systems to ensure consistent and reliable operation to meet the business needs.
- Collaborate with the crossfunctional information technology department to configure systems and applications monitor datacenter health and oversee the security environment including disaster recovery planning and activities.
- Collaborate with appropriate staff and department leadership for internal information technology hardware management to address the current and future needs of the agency.
- Cultivate vendor relationships; consult with vendors to resolve system issues
- Oversee and coordinate oncall rotation to support offhour scheduled maintenance support for users and technical incidents.
- Ensure that the CNS Healthcare standards of customer service are applied to interactions with individuals served guests and staff.
- Maintain knowledge and compliance with established policies and procedures HIPAA standards and other regulatory programs.
- Documents all procedures processes and measuring performance of systems.
- Provides regular updates on assigned projects tasks and the resolution of technical issues.
- Maintains knowledge of technology innovations and trends.
- Performs other related duties as assigned.
Supervisory Responsibilities
- Educate and enforce CNS Healthcare policies and procedures.
- Conduct meetings with the help desk team on a regular basis.
- Oversee and approve staff mileage time keeping and attendance and paid time off.
- Ensure the regular training of personnel to develop a crossfunctional teams.
- Encourage individual employee development so they develop the knowledge and skills needed to perform their jobs and encourage individual employee development so that future needs of the group are adequately met.
- Interview select hire and train new personnel; evaluate work performance of subordinate personnel and recommend personnel actions such as merit increases and promotions in the area of assignment; resolve disciplinary matters and counsel with staff as necessary.
- Cultivate maintain and enhance intradepartmental staff relationships. Plans and implements staff development activities.
Qualifications:
- Associate degree in information systems or similar
- A minimum of 1 year of experience in a leadership capacity overseeing direct reports information technology operations or project resources
- A minimum of 5 years of experience in information technology
- Ability to quickly learn an array of computer hardware and software systems
- Strong working knowledge of Microsoft systems administration network infrastructure and technology remote information technology support systems backup solutions and telecommunication systems and devices
- Proficiency in word processing data entry and telephone skills
- Passion for providing an unparalleled customer service experience in a dynamic and diverse work environment
- Ability to explain technical issues to technical and nontechnical internal and external stakeholders
- Ability to be forward thinking and take initiative to accomplish goals and objectives
- Ability to use discretion and judgement when handling matters of a sensitive or confidential nature
- Strong analytical and problemsolving skills
Preferred
- Bachelors degree in Information Systems or similar degree program
- Certification in technology field relating to essential job functions
- Experience in a healthcare environment
Additional Eligibility Requirements
Requires valid and unrestricted Drivers License
- Position type and expected hours of work Full time. This position will work typically Monday through Friday 8:30a to 5pm with a 30minute lunch. This position may require occasional weekend or evening work beyond an 8hour day.
- Travel This position may require occasional travel during the work day to other locations.
Work environment This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones. Works in an office environment with the usual pressures of completing projects/tasks in a timely and accurate manner. Because of multiple sites with the department it is common to drive to several locations sometimes in inclement weather.
About CNS Healthcare:
CNS Healthcare (CNS) is a nonprofit Certified Community Behavioral Health Clinic (CCBHC) with seven clinics and two clubhouses in Southeastern Michigan. CNS employs approximately 400 employees paraprofessionals and support staff delivering services to more than 7000 people annually.
- CNS provides comprehensive integrated health services in partnership with several community organizations and uses a patientcentered approach to identify support and promote the overall health of children adolescents adults and older adults.
- Visit our website to learn more about our mission vision and values!
Required Experience:
Manager
Employment Type
Full-Time
