IT Support Supervisor

TERUMO BCT, INC; Lakewood (CO); On-site; USD 101,000 - 127,000; Full time

Job summary

A leading company in medical technologies is seeking a Technical Support Supervisor to oversee a team providing desktop support and service desk management. This role requires substantial IT experience and leadership skills, with a commitment to improving customer service within the department. The position promises competitive compensation and a chance to make a significant impact on operations.

Benefits

Comprehensive medical, dental, and vision plans

401(k) plan with matching contribution

Paid vacation and sick leave

Wellness programs

Qualifications

• Minimum 5 years in IT with supervisory experience in service desk.
• Proven ability to implement improvement processes (ITIL, Six Sigma).
• Strong analytical and leadership capabilities essential.

Responsibilities

• Supervise team of technicians to resolve customer issues.
• Manage departmental budget and project planning.
• Evaluate new technologies for desktop support.

Skills

Leadership

Conflict Resolution

Communication

Customer Support

Analytical Skills

Education

Bachelor’s degree in Computer Science or related field

Tools

Microsoft Office Suite

Remote management software

Job description

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Location: Lakewood, CO, US

Requisition ID: 33832

At Terumo Blood and Cell Technologies, our 7,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world. For Terumo, for Everyone, Everywhere.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve. Advancing healthcare with heart.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Join us and help shape wherever we go next. You create your future and ours.

JOB SUMMARY

Position provides technical expertise in a service desk and desktop support environment for a specified region within the framework of other regional supervisors. Provides general direction to team members and supervises the support of day-to-day operations of desktop and applications by providing support to local and remote customers. Performs a broad range of tasks, which may include research, architecture, planning, analysis, design, coding and testing installation, maintenance, support, training, selection, and implementation of information technology solutions. Responsible for project management, personnel selection and review, and project and departmental budgets.

ESSENTIAL DUTIES

• Supervises activities of technicians to resolve customer issues and escalate issues to appropriate qualified resources as needed.
• Responsible for applying technical and business knowledge to analyze, recommend, and implement policies, procedures, and standards in various technology and service areas.
• Helps evaluate and executes new technologies, methodologies and desktop support trends to ensure approach meets current and future needs.
• Takes initiative to understand customers and their environment. Confers with team, computer users, supervisors and managers to determine requirements for new or modified software and hardware.
• Documents user and procedural processes and provides written solutions to recurring problems, including training of others.
• Responsible for operating department within annual budgetary guidelines including project planning and tracking.
• Management of all aspects of customer calls, including non-routine or escalated issues, from initiation to resolution including, where applicable, call backs, documentation, investigation, communication, etc.
• Member of the ITS Management team and shares responsibility with team members for 24-hour on-call resolution.
• Provide support to internal QA groups including testing, documentation and reporting.
• Provide change recommendations as it relates to product design, manufacturing, quality, or any other aspect of the product or service.
• Contributes to the planning and deployment of desktop-related projects serving as a liaison with other support departments.
• Execute the IT Service Management (ITSM) program and drive compliance of processes .
• Execute and promote standardized procedures and systems, and adherence to policies and standards.

OTHER DUTIES AND RESPONSIBILITIES

Ability and willingness to work various shifts, holidays, be on call, and travel as necessary.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered. Preferred degree in the area of, Computer Science, Information System Management, Engineering or Business.

Experience

• Minimum of 5 years experience in Information Technology.
• Minimum of 3 years in a supervisory capacity for Service Desk and/or Desktop Support, combined experience preferred.
• Proven experience in improvement process implementation required. (ITIL, Six Sigma or TQM certification a strong plus.)
• Experience and aptitude with computer systems and customer support.

Skills

• Requires in-depth ability to lead, educate, mentor and train others.
• Skilled in conflict resolution and team motivation.
• Demonstrated knowledge of budget preparation, personnel evaluation, system usage/performance, and vendor negotiation functions related to IT management.
• Demonstrated effective oral and written communication skills with the ability to communicate technical information to non-technical personnel. Ability to maintain confidentiality.
• Demonstrated knowledge and understanding of business and technical issues relating to management.
• Demonstrated ability in building and leading effective teams.
• Ability to use good judgment, initiative, and be accountable in making decisions in accordance with established guidelines.
• Ability to manage conflicting priorities and customer expectations.
• Proven dedication to quality client service and proactive responsiveness to client needs.
• Requires demonstrated knowledge of enterprise-wide solutions including WAN/LAN, VoIP telephony, client computing, servers, and business applications.
• Ability to work with VPN connections, remote control tools and support field-based users is required.
• Requires in-depth hardware and software diagnostic/troubleshooting skills in a diversified PC environment.
• Knowledge of portable technologies such as laptops, desktops, tablets, and Smartphones.
• Advanced knowledge of desktop systems, including methods and procedures relative to analysis, design, engineering, installation, configuration, deployment, operations, and management.
• Requires sound working knowledge in Intel based personal computing environment with Windows operating systems.
• Experience with Microsoft Office Suite, Microsoft Project, Adobe tools and desktop utilities required.
• Experience with enterprise class desktop software, such as antivirus, remote management and troubleshooting, asset management and inventory and printing.

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

PHYSICAL REQUIREMENTS

Typical Office Environment requirements include reading, speaking, hearing, close vision, traverse, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Target Pay Range: $101,200.00to$126,500.00 - Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data
Target Bonus on Base: 10.0%

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family.Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more.To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates.For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
• We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
• We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
• Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
  • Respect – Appreciative of others
  • Integrity – Guided by our mission
  • Care – Empathetic to patients
  • Quality – Committed to excellence
  • Creativity – Striving for innovation
• We contribute to the Leukemia and Lymphoma Society (LLS), raising $1.3 million USD since 2007.

We are proud to be an Equal Opportunity Affirmative Action Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment.Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.

Nearest Major Market: Denver
Job Segment: Technical Support, Behavioral Health, Substance Abuse, Testing, Six Sigma, Technology, Healthcare, Management