Supervisor, Technical Support Specialist

Alternate Solutions Health Network; Kettering (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Alternate Solutions Health Network is seeking a Supervisor of Technical Support Specialists to lead the End User Services team, oversee helpdesk operations, and drive process improvements. You’ll coach staff, manage escalations, coordinate equipment procurement, and ensure secure device lifecycle management across laptops, desktops, tablets, and mobile devices.

You will collaborate with the Manager, End User Services to implement enterprise-wide deployments, optimize onboarding, and maintain

Qualifications

• Leads and mentors ITSD team members and handles escalations.
• Strong customer service and documentation skills.
• Clear written and verbal communication; follows procedures.
• Ability to manage multiple priorities and deliver results.
• Experience troubleshooting and resolving basic network problems.
• Experience provisioning, supporting, and repairing Windows hardware.
• Experience administering Microsoft Active Directory and Exchange.
• Experience with MDM and telephony systems.
• Maintains professional appearance and driving record.

Responsibilities

• Manages Tier I ITSD teammates and escalations
• Resolves escalations from Tier III in Supervisory capacity
• Identify, purchase, receive and approve equipment
• Procure IT equipment and services for onboarding and support
• Design, document, and deploy technical solutions
• Lead enterprise-wide deployment efforts
• Coordinate with wireless providers for device availability
• Test new device models before end of life
• Process and manage return of equipment
• Coordinate with leadership for timely equipment return
• Improve processes with scalable solutions
• Maintain vendor relations
• Develop asset disposal solutions
• Other duties as assigned by Manager

Skills

Leadership experience

Customer service

Communication skills

Multiple priorities

Troubleshooting

Team collaboration

Driver's license

Professional appearance

Education

Associates degree in IT or related field

Industry certifications (CompTIA A+, Network+, CCNA, Microsoft)

Tools

Windows hardware provisioning

Windows operating systems

Active Directory

Exchange Online

Mobile Device Management

Windows Server OS

Office/workstation apps

Telephony devices management

Backend telephony services

Job description

Our culture and people are what set us apart from other post-acute care providers. We’re dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY.

Summary

The Supervisor of Technical Support Specialists is the front-line support enabling the organization to deliver our goal of improving the quality of life for those entrusted to our care. In this role you will demonstrate your ability to understand customers’ requests and provide solutions to be effective. You’ll work with the Manager, End User Services, to provide oversight of the help desk. You will work with the latest laptop, desktop, convertible tablet, and mobile devices in addition to the operating systems and applications running on them. You will coach and mentor others. You will identify, solve and implement process improvements. You will work to process return equipment. You will work to ensure retired equipment is properly recycled including data destruction and responsible recycling.

Key Responsibilities

• Manages all the Tier I ITSD teammates and any escalation
• Resolves escalations from other team members in a Tier III and Supervisory capacity
• Identify, purchase, receive and approve payment for required equipment and supplies
• Ensure timely procurement of IT equipment and services for onboarding and ongoing support
• Identify, design, develop, document, and deploy technical solutions
• Lead enterprise-wide deployment efforts
• Work with wireless providers to ensure availability of devices
• Work to ensure new wireless device models are tested prior to end of life for previous models
• Process and receive offboarded employee equipment
• Work with agency leadership to ensure timely return of employee equipment
• Improve processes by identifying and implementing scalable solutions
• Establish and maintain effective vendor relations
• Work to develop and maintain asset disposal solution
• Other reasonable duties assigned by Manager

Management Responsibilities

• Provide back-up support to the Manager, End User Services
• Leads daily team huddles and weekly team meetings
• Responsible for the day-to-day management of two or more Technical Support Specialist I team members
• Interviewing, hiring, training and termination of department personnel
• Provides consistent coaching and provides challenge and opportunity to direct reports
• Supervises direct reports with consistency and clarity of expectations
• Completes yearly evaluations in an accurate and timely manner
• Performs coaching, counseling and discipline as needed
• Works with direct reports to ensure employee satisfaction and resolution of issues and concerns
• Timecard management

Qualifications

• Previous leadership experience is preferred
• Strong customer service and documentation skills
• Strong verbal and written communication skills
• Ability to identify and execute predetermined procedures
• Demonstrated success managing multiple priorities while delivering results
• Experience troubleshooting and resolving basic network problems
• Experience provisioning, supporting, and repairing Windows hardware
• Experience installing and administrating a Microsoft workstation environment
• Experience administrating Microsoft Active Directory Users and Computers
• Experience administrating Microsoft Exchange and Exchange Online Mailboxes/Users
• Experience provisioning and administrating end-user telephony devices
• Experience deploying and administrating backend telephony services
• Experience installing, configuring, and updating Windows Server Operation Systems
• Experience installing and configuring workstation and server applications
• Experience implementing and administrating Mobile Devices via Mobile Device Management
• Demonstrated ability to follow directions and deliver results individually and as a team member
• Demonstrated ability to establish and maintain effective working relationships with other employees, vendors, and customers
• Understands, adheres to and effectively communicates company policies and procedures
• CompTIA A+, N+, CCNA, Microsoft or other industry certification(s)
• Possess a valid driver’s license and a good driving record
• Maintain a professional appearance as a representative of the company

EDUCATION AND CREDENTIALS

• Associates degree in a computer-related technology field or equivalent industry experience

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer.