Application Support Supervisor

University of Iowa; Iowa City (IA); Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

24 days paid vacation

Paid sick leave

Remote within Iowa

Job summary

The University of Iowa seeks an experienced IT specialist to oversee daily support and ticket management for enterprise communication services such as Vocera, Spok Mobile, ACD, and IVR in a healthcare setting. You will coordinate provisioning, changes, training, and knowledgebase development to ensure reliable service delivery.

Applicants should have a bachelor’s degree in computer science or related field and 5–7 years of experience in application/tech support, with strong communication skills

Qualifications

• Bachelor's degree in computer science or related field, or equivalent combination of education and experience.
• 5–7 years in application and/or technology support.
• Experience communicating technical information to non-technical customers.
• Experience supervising staff in a customer service role.

Responsibilities

• Oversee daily support activities and ticket management for enterprise communication services.
• Provide operational support for provisioning, documentation, training, and integration with clinical/business operations.
• Coordinate changes, system upgrades, and service outages with departments.
• Develop and maintain system and call flow documentation and knowledgebase content.
• Monitor service tickets and provisioning accuracy to meet service levels.
• Assist in disaster recovery planning and on-call support rotations.

Skills

Application support

Analytical problem solving

Communication skills

Staff supervision

On-call support

Education

Bachelor's degree in computer science

Tools

Vocera

Spok Mobile

ACD

IVR

Voicemail

Call recording

Workforce optimization

Job description

This position is responsible for overseeing daily support activities and ticket management for multiple enterprise communication services and contact center applications within a healthcare environment, including Vocera, Spok Mobile, automatic call distribution, voice messaging, call recording, workforce optimization, on-call, and paging. Responsible for providing operational support related to the ongoing maintenance of these solutions, including basic provisioning, consultation, documentation, training, and integration into clinical and business operations.

Manage daily support activities of various communication services, ensuring timely resolution of incidents, and moves, adds, changes, submitted through the enterprise service portal.

Serve as a primary liaison, building and maintaining effective working relationships between IT partners, customers, and vendors to foster collaboration and improve service outcomes.

Monitor, track, and elevate service tickets to ensure efficient processing, appropriate follow-up, and resolution within expected service levels.

Oversee provisioning efforts across multiple communication solutions to ensure efficient and accurate creation of accounts, permissions and access.

Establish, document, and maintain standardized provisioning processes to support accurate configuration and consistent service delivery.

Coordinate and communicate service-impacting changes, system upgrades, downtimes, and technology changes to affected departments and business units.

Participate in change management processes and meetings to review planned work, assess operational impact, and support successful implementation of services.

Provide specialized technical support for complex communication applications, integrations, compatibility issues, performance concerns, and system vulnerabilities.

Review and analyze business needs, workflows, and operational requirements in collaboration with end users and stakeholders to recommend effective communication service solutions.

Develop and maintain system and call flow documentation, training materials, and knowledgebase content.

Evaluate and report on service activity, operational metrics, provisioning accuracy, ticket trends, and other measures needed to monitor service performance and support decision-making.

Recommend and implement process improvements, support procedures, standards, and guidelines to increase efficiency, consistency, and effectiveness.

Supervise, coordinate work, provide guidance and ensure compliance with organizational policies and procedures for 2 or more staff.

Participate in on-call support rotations.

Participate in disaster recovery planning as needed.

Collaborate with various IT colleges to improve service delivery, facility tracking and ticket management.

The University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at https://hr.uiowa.edu/benefits

Percent of Time:100%

Location: Remote within the state of Iowa

Staff Type: Professional & Scientific

Type of Position: Regular

Education Requirements:

Bachelor’s degree in computer science or related field, or an equivalent combination of education and experience.

Experience Requirements:

Experience (5-7 years) in application and/or technology support.

Strong ability to review and solve complex problems using analytical and creative problem-solving skills for design, creation, testing and troubleshooting associated with the support of various communication platforms.

Experience communicating technical information to non-technical customers.

Effective communication skills, both orally and in writing.

Experience with process improvement and enhancing customer experience.

Experience supervising staff in a customer service role.

Desired Qualifications:

Knowledge of communication technologies (Automatic Call Distribution (ACD), Vocera, Interactive Voice Response (IVR), voicemail, call recording, workforce optimization).

Experience collaborating with technical and non-technical staff on system implementation projects, including development of system and process documentation.

Experience (5-7 years) supporting IT in a healthcare environment.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.

This position is not eligible for University sponsorship for employment authorization.

For additional questions contact Renae Farmer at [e-mail]

Additional Information

• Classification Title: Senior IT Support Consultant
• Appointment Type: Professional and Scientific
• Schedule: Full-time
• Work Modality Options: Remote within Iowa

Compensation

Contact Information

• Contact Name: Renae Farmer

Equal opportunity employer

The University of Iowa is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment free from discrimination on the basis of race, creed, color, religion, national origin, age, sex, pregnancy (including childbirth and related conditions), disability, genetic information, status as a U.S. veteran, service in the U.S. military, sexual orientation, or associational preferences.

Persons with disabilities who need assistance or accommodations with the application or interview process may contact University Human Resources/Faculty and Staff Disability Services, [phone] or [e-mail] . For jobs in UI Health care, please contact UI Health care Leave & Disability Administration at 319-356-7543 .