IT Support Supervisor

Our vision is a world of peaceful relationships with food, weight, and body image, where everyone with an eating disorder can experience recovery. We believe that exceptional, individualized care leads to lasting recovery from eating disorders. That's why our teams are comprised of compassionate, dedicated professionals from a variety of backgrounds who collaborate to provide the very best evidence-based care for our clients at all levels of care.

Position Overview

The IT Support Supervisor has oversight of the day-to-day operations of the IT Support team, while acting as the primary escalation point for issues. The IT Support Supervisor will act as the liaison between the IT Support and the IT Infrastructure teams, escalating issues that require deeper analysis or more advanced troubleshooting. The IT Support Supervisor is also responsible for continuing to work tickets and phones to stay connected technically with the team and the Accanto environment.

Measurements for success include the team meeting service-level-agreements (SLA) % rates for resolving or re-routing incidents, meeting phone queue and call management SLAs, meeting guidelines of the Core Responsibilities matrix, and maintaining a proactive and fully engaged Team, providing routine positive staff feedback, and identifying areas of opportunity and plans to improve or optimize.

Schedule

M-F Standard office hours

Hybrid On - Site 2 times a week near our locations (preference for Columbus, OH, Minneapolis, MN)

Travel: Quarterly on-site visits to sites for Team engagement, and assistance if an outage

Compensation:

$68,000.00 - $72,800.00 Pay Range to be aligned with experience

How IT support Supervisor Empower Recovery

Provide support and technical troubleshooting for incidents and requests, working with end-users across the organization remotely and in person; typically at a L2 and L3 technical level.

Oversight of day-to-day team operations, tactics, and processes.

Ticket Supervision:

Managing tickets and escalation - serving as the first point of escalation

Addressing technical L3 issues & interface with Infrastructure as needed for root cause analysis and deeper technical issues

Monitor SLAs for Ticket Response time by watching ticket queue

Provide coaching to staff on tickets as needed - monitor quality of ticket handling (is communication thorough, timely, are they following the correct process, clear summaries and communication in tickets, etc.)

Phone Queue Supervision:

Check RC Contact Center - agents online and available during business hours and critical times

UKG Staff Supervision:

Timesheet corrections, approvals & OT monitoring

PTO approvals

Performs all other duties as assigned.

Qualifications:

Education Qualifications:

Associate's (AA) degree or higher in computer science or related area of study preferred.

CompTIA A+ Certification preferred (or plans to obtain such within 1 year of hire date).

Professional Qualifications:

At least 3 years of experience in an IT support role, managing tickets and calls is required.

At least 1-year supervisory experience, managing and coaching a team.

Advanced level proficiency with Active Directory and Office 365 in a Windows environment.

Familiarity with ITIL and ITSM principles, certification preferred.

Experience working in multiple AD domains preferred.

Experience with the following: Service Now, Microsoft Intune and Auto Pilot, VPN, Microsoft Azure, Bitlocker, Edge, Chrome, Ring Central, Concur, Microsoft Authenticator, Microsoft SharePoint, Adobe, with ability to learn new programs and software as needed.

What we offer:

Employee Benefits: We understand the importance of a well-rounded benefits package. That's why we're dedicated to providing a range of plans to meet your needs.

For full-time employees, we offer:

HSA and PPO insurance with HSA or FSA options (Blue Cross Blue Shield)

Dental insurance (Delta Dental)

Vision insurance (EyeMed)

Short-term and long-term disability insurance

Company-paid life insurance

401(k) plan available two months after start date

Company 401(k) matching for up to 50% of your contribution, up to 6% of your compensation

Paid time off is a crucial part of maintaining work and life balance. Our generous PTO plan accrues annually and begins with your first whole pay period. Eligible employees enjoy seven paid holidays and one floating holiday in addition to their regular PTO.