Information Technology Supervisor 2

Schedule: Full-time

What You’ll Do:

Oversees the OHID Customer Contact Center’s Day to day operations that perform the following duties:

• Communicate with Contact Center & Management regarding its performance & trends. Actively listen to address concerns.

• Review Contact Center reporting & analyze trends to solve problem issues & implement corrective actions.

• Monitor Contact Center compliance to SLAs & SLOs.

• Build positive relationships with the Contact Center & other Agencies. Able to resolve conflicts & disputes that may arise as it pertains to the Contact Center.

• Will continuously learn & stay up on industry trends.

• Communicate & manage incident response of the Contact Center as it relates to a service interruption.

• Coordinate training of Contact Center for projects.

• Coordinate with internal & external State Agencies, Boards & Commissions, to ensure Contact Center is meeting business needs during busy seasons.

Oversees the OHID Customer Contact Center’s Day to day operations that perform the following duties:

• Develops & enforces Contact Center policies & procedures.

• Performs Quality Assurance on Contact Center & IT staff interactions with internal & external customers.

Supervises assigned staff:

• Manage assigned staff to ensure customer issues are triaged, resolved, &/or escalated in a timely fashion.

• Assign & prioritize work of staff.

• Train, mentor & develop direct report IT staff.

• Manage or handle Escalated customer issues that are technical or non-technical.

6 1/2 years (78 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting; 6 months exp. in performing project management functions as defined in series purpose.

-Or completion of undergraduate core coursework in computer science, or completion of undergraduate core coursework in any academic major which included at least one course in each of the following:advanced-level computer programming language (for example, COBOL, Delphi, Java, Powerbuilder, Visual Basic, Pl 1, SAS PCS, Pacbase, Full Visual Suite, Designer 2000, Developer 2000, C, C++, Visual C, ECL, or Visual Studio), logic-based mathematics, data base concepts (for example, Oracle, Microsoft Access, Paradox, Sybase, IMS DB, DB2, Cache, DMS, or RDMS), computer systems analysis & design, & basic data processing concepts; additional 4 1/2 years (54 mos.) exp. commensurate with job duties to be performed & knowledges & skills required as outlined in approved position description on file for position to be filled as advertised in job posting.; 6 mos. exp. in performing project management functions as defined in series purpose.

-Or equivalent of Minimum Class Qualifications For Employment noted above.

Job Skills: Information Technology