Information Technology Supervisor in Brentwood, TN at Corizon Health

Date Posted: 9/12/2018

Job Snapshot

Job Description

Correctional Care | Committed Careers | Corizon Health

Corizon Health has an opening for a IT Support Supervisor to join our team at our corporate office in Brentwood, TN

Qualifications of the Corizon Health IT Support Supervisor

  • Three plus (3+) years of ITSM, ServiceDesk, NOC or Crisis Management Experience
  • ITIL V3 Certification highly desired
  • Healthcare Technology Background preferred
  • Technical / IT Background required
  • Help Desk call tracking system, Windows XP/7 OS, MS Office suite, Office365, advanced skill set in peripheral equipment repair
  • Skills
  • Expert Communication skills (written and oral)
  • Expert Team Leadership
  • Expert Meeting Facilitation

Job Description

Supervise and support the Enterprise, Regional and Field support teams responsible for facilitating the delivery and support of IT Services, Requests, Problem Management and Incidents. Adhere to and report on KPIs which ensure Requests, Incidents and Problems are expedited maintaining outstanding internal customer satisfactions levels. Resolve customer escalations, resource and team conflicts as they arise. Directly and indirectly, supervise the performance of a diverse and multi-state team of level 2 and level 3 Service Desk technicians. Effectively communicate to all levels of the company during crisis management events. Participate in regular after-hour crisis events and on-call rotations. Possess and display an outgoing personality passionate about delivering quality customer service.

Responsibilities of the Corizon Health IT Support Supervisor

  • Supervise 24x7x365 Enterprise, Regional and Field support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
  • Execute team strategies, goals and projects.
  • Direct staff and provide assistance their day-to-day responsibilities including process execution, issue isolation, issue identification, resource allocation, and escalation management and ticket closeout activities.
  • Raise performance issues and concerns to IT Support Operations Manager.
  • Provide daily, weekly and monthly (MOR) reporting the varying levels including executive leadership
  • Identify additional skills, training and experience needed by support staff at all levels.
  • Identify and take steps to remediate quality issues in a timely basis.
  • Actively seek and use real-time, operation and historic data to augment problem resolution efforts
  • Build and maintain a positive network of individuals within the various Corizon Health technical and business teams.
  • Maintain expert technical acumen of Corizon Health technical and business processes
  • Maintain real-time knowledge of currently open Problem tickets, their status and their path to resolution.
  • As required work with business, technical and 3rd party staff to expedite resolution of problem tickets in a timely manner
  • Perform rotational on-call responsibilities on nights and weekends.
  • Analyze and leverage metrics to benchmark the helpdesk workload/performance and identify trends in reported issues
  • Provide support as needed for business infrastructure, including e-mail, printing, and wireless and wired network connectivity, phones, VPN, etc.
  • Oversee facility support, including conference rooms and meeting spaces, IT coordination of live events, coordinating with on-site vendors, etc.
  • Oversee the IT onboarding and training of staff
  • Work within the support staff to promote excellent customer service, effective response times and provide expert insights into general support issues
  • Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
  • Train support staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as needed to ensure staff is knowledgeable and effective
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Visit correctional facilities, as needed (usually infrequently) to meet with internal customers and business owners.
  • Protect operations by keeping organizational information confidential
  • Follow federal and state laws, as well as company policies
  • Other duties as assigned

Benefits offered to the Corizon Health IT Support Supervisor

  • Paid Time Off
  • Medical, Dental and Vision Insurance
  • Tuition Assistance
  • 401(k) with company match
  • Free online Continuing Education program
  • Comprehensive Onboarding

Apply online at Corizonjobs.com or Send Resume' to Monica.Miller@corizonhealth.com

Corizon Health provides patients with high quality healthcare and reentry services that will reduce recidivism and better the communities where we live and work. We are dedicated to meeting the needs of the growing number of incarcerated persons with physical and mental illness and the professionals who care for them. More healthcare professionals are finding the stability and advancement they desire at Corizon Health.

This position may require a background check, security clearance, and/or drug screening.

Corizon Health is an Equal Opportunity Employer. In compliance with federal and state employment opportunity laws, qualified applicants are considered for all positions without regard to race, gender, national origin, religion, age, sexual orientation, disability, Vietnam era veteran, or disabled Veteran status.

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