SPVR CLIENT SUPPORT Business & Information Technology Hours: Mon-Fri 0730 - 1700 Day Shift - Full Time Paygrade/Wages/Salary Info: EX E35 - 37.0500 - 46.5000
Client Support Supervisor Position Highlights: The Client Support Supervisor is responsible for leading the day to day operations of the Client Support team to include ticket management, customer escalations, staff scheduling and project support (as needed). The Ideal Candidate: ITIL, A+, or other advanced technical certification, in addition to 5+ years of Windows related experience in a help desk/desktop or similar environment, and health care/leadership experience. Responsibilities: Provides guidance and support to 1st, 2nd and 3rd level Client Support Analysts and other areas of IT as required and ensures standards are adhered to and maintained. Plans, schedules and determines work priorities of Client Support analysts to ensure timely completion of assigned tickets. Conducts performance evaluations, assists with hiring and disciplinary decisions. Promotes teamwork among coworkers by assisting without being asked, demonstrating flexibility, and accepting reassignment. Creates technical and end user documentation; assists in maintaining the ITSM, develops processes and methodologies used to diagnose and resolve problems. Facilitates cross-training within the team to strengthen the team#s overall support capabilities. Collaborates with other IT teams on improving customer service processes. Manages high pressure situations. Assesses customer needs and initiates effective interventions considering service, outcome and cost. - Provides issue escalation and coordination as required. Drives the organization by providing accurate data related to the current environment. Provides consistently high levels of quality service to all patients and staff at Moffitt Cancer Center. Supports implemented processes or standards designed to inform and if possible reduce impact to customers for system downtime during repair or replacement. Coordinates any required work with departmental and vendor resources as necessary to create a transparent environment of service and support for the customer. Ensures that all established Service Level Agreements, quality, and customer satisfaction requirements are achieved or exceeded. Provides quality assurance through incident, task, and problem documentation and escalation practices. Provides an accurate, thorough response to customer inquiries, utilizes productivity tools and internal resources to ensure customer satisfaction and job completion. Fully documents processes and methodologies utilized to diagnose and resolve customer issues using the appropriate services tools. Assists in root cause analysis as required. Acknowledges customers promptly, creating a welcoming environment by following instituted and industry best practices and demonstrates proper courtesy and etiquette in written and verbal communication. Recognizes and adheres to the Corporate Responsibility and HIPAA guidelines including confidentiality. Complies with organizational and department policies and procedures including attendance, behavior, dress code, productivity and required meetings. Other duties as assigned. # Credentials and Qualifications: Bachelor#s Degree and a minimum of five years experience in a help desk/desktop or similar support environment. An additional 5 years directly related work experience above the required 5 years, or 10 years total, may be considered in lieu of a#Bachelor#s Degree. Must have demonstrated hands on experience supporting high volume intake, rapid escalation, quick turnover, the ability to adapt quickly to a changing environment, experience in high-pressure situations and handling conflict/end user frustration. Management, configuration and troubleshooting skills and a minimum five years experience in a Windows based environment. Knowledge of current Windows and Apple OS # hardware, Active Directory and policy creation, Microsoft Office products, antivirus software, Citrix Desktop Director and other business applications. # Knowledge of desktop, thin client and network management, deployment and tracking tools such as SCCM, WDM, Ghost, Citrix or comparable applications, and change control processes. # Utilization of service/change management applications and monitoring tools. # Must be able to work independently as well in a functional and cross functional team environment. Preferred: ITIL, A+, or other advanced technical certification a plus.