30 days old

Supervisor AIT CustomerSupport Services

AtlantiCare Regional Medical Center
Egg Harbor, NJ 08232
  • Job Code
    112964437
AtlantiCare Regional Medical Center

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.


Egg Harbor Twp, NJ

POSITION SHIFT: Days

POSITION STATUS: Full-Time

REQ_NUM: 01-24034

Department: AIT Customer Support Service

Hours Per Week 40

Holidays Required? No

Job Category: *All Full Time Jobs

Location: Egg Harbor Twp

Weekends Required? No


POSITION SUMMARY
The Customer Support Service Supervisor is responsible for supervising the work performance and duties of all AIT Customer Support Service staff. The Supervisor will oversee training and evaluating staff. The Supervisor is responsible for all scheduling, including time off requests and vacations. The supervisor will also monitor staff performance utilizing call ticketing reports and monitoring calls by reviewing call recordings.

This position requires on-call responsibilities and rotational shift coverage (early and late shifts).

EDUCATION: High School diploma required; Bachelor's Degree in a related area preferred.

LICENSE/CERTIFICATION: A+ Certification preferred.

EXPERIENCE: 3 years' experience in field or related area required. Minimum 1 year experience leading a team. Excellent Communication (written and verbal), interpersonal and organizational skills with a focus on rapport-building, listening, and questioning skills. Extensive experience with Microsoft Office tools, including Word, Excel, and PowerPoint. Proven analytical and systematic approach to problem-solving abilities. Knowledge of basic computer hardware, including Enterprise Applications. Working knowledge of Network, and diagnostic utilities. Knowledge of Healthcare environments, the roles of staff, and how they use computers. Experience with desktop and server operating systems, including Windows, AIX/UNIX, etc., preferred.

PERFORMANCE EXPECTATIONS
  • Supervises the monitoring, maintenance, development, and support of the AIT Customer Support Service Department, which includes the Customer Support Center, Data Center Operations and IT account creation process, to assure service levels are met utilizing relevant tools.*
  • Supervises the Incident and Request Management Processes, including the processing of incoming incidents and requests to the department, ensuring courteous, timely, and effective response and resolution.*
  • Analyzes performance activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and prevention of future problems.*
  • Tracks and analyzes trends for incidents and requests and generate statistical reports. Present reports to leadership as needed.*
  • Monitors incident trends and anticipate potential problems for proactive resolution.*
  • Serves as an escalation point for customers to address concerns, seeing the issue through to resolution.*
  • Attends Change Management meetings to ensure the department is notified of new applications, downtime events, or other changes that may impact workflow for end users.*
  • Maintains productivity and work activities, analyzing existing operations and making recommendations for improvement and growth as needed.*
  • Identifies and implement methods to continuously improve processes and outcomes.*
  • Utilized industry standards and benchmarks to establish clear objectives and measurements, monitor progress and results related to department goals and organizational initiatives.*
  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.*
  • Plan and conduct performance evaluations for the AIT Customer Support Service Department, administer disciplinary action, raises, bonuses and promotions when necessary.*
  • Take ownership of department success and goal achievement. Encourage others to be proactive and have a positive attitude.*
  • Helps other team members when needed.*
  • Creates and plan bi-weekly schedules for department staff while coordinating vacation, holiday and personal time off requests. *
  • Provides leadership guidance to influence adherence to AtlantiCare and IT specific goals, objectives and strategic plans.*
  • Mentors and cross-trains staff to assist in their career development improve job satisfaction and increase the collective expertise of the IT department.*
  • Leads and\\or participates in small to medium-sized projects.*
  • Actively understands relevant legal, legislative and policy issues as it relates to area of responsibility.*
  • Able to perform all the responsibilities of the Customer Support Desk Analyst level I and II.*
  • Performs other duties as assigned.*
  • Adheres to AtlantiCare and AIT Policies and Procedures.
    • Utilizes the ITIL framework in the areas of incident, change and problem management services within AtlantiCare.
    WORK ENVIRONMENT
    This position requires repetitive motion, fingering, hearing, pushing, reaching, and reading, seeing, speaking, standing and walking a majority of the time. Spends time with such equipment as computer terminal, fax machine, copier, and telephone. Occasional driving also required.

    REPORTING RELATIONSHIP

    This position reports to department leadership and supervises incumbents as assigned.

    Essential functions for this position are identified by an asterisk *.

    The above statement reflect the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.

PI112964437

<b>AtlantiCare Regional Medical Center</b><br/><br/>All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.<br/><br/><br/>Egg Harbor Twp, NJ<br/><br/><b>POSITION SHIFT: </b>Days<br/><br/><b>POSITION STATUS: </b>Full-Time<br/><br/><b>REQ_NUM: </b>01-24034<br/><br/><b>Department: </b>AIT Customer Support Service<br/><br/><b>Hours Per Week </b>40<br/><br/><b>Holidays Required? </b>No<br/><br/><b>Job Category: </b>*All Full Time Jobs<br/><br/><b>Location: </b>Egg Harbor Twp<br/><br/><b>Weekends Required? </b>No<br/><br/><br/>POSITION SUMMARY<br>The Customer Support Service Supervisor is responsible for supervising the work performance and duties of all AIT Customer Support Service staff. The Supervisor will oversee training and evaluating staff. The Supervisor is responsible for all scheduling, including time off requests and vacations. The supervisor will also monitor staff performance utilizing call ticketing reports and monitoring calls by reviewing call recordings.<br><br>This position requires on-call responsibilities and rotational shift coverage (early and late shifts).<br><br><STRONG>EDUCATION: </STRONG>High School diploma required; Bachelor's Degree in a related area preferred.<br><br><STRONG>LICENSE/CERTIFICATION:</STRONG> A+ Certification preferred.<br><br><STRONG>EXPERIENCE: </STRONG>3 years' experience in field or related area required. Minimum 1 year experience leading a team. Excellent Communication (written and verbal), interpersonal and organizational skills with a focus on rapport-building, listening, and questioning skills. Extensive experience with Microsoft Office tools, including Word, Excel, and PowerPoint. Proven analytical and systematic approach to problem-solving abilities. Knowledge of basic computer hardware, including Enterprise Applications. Working knowledge of Network, and diagnostic utilities. Knowledge of Healthcare environments, the roles of staff, and how they use computers. Experience with desktop and server operating systems, including Windows, AIX/UNIX, etc., preferred.<br><br>PERFORMANCE EXPECTATIONS<br><UL><LI>Supervises the monitoring, maintenance, development, and support of the AIT Customer Support Service Department, which includes the Customer Support Center, Data Center Operations and IT account creation process, to assure service levels are met utilizing relevant tools.*</LI><LI>Supervises the Incident and Request Management Processes, including the processing of incoming incidents and requests to the department, ensuring courteous, timely, and effective response and resolution.*</LI><LI>Analyzes performance activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and prevention of future problems.*</LI><LI>Tracks and analyzes trends for incidents and requests and generate statistical reports. Present reports to leadership as needed.*</LI><LI>Monitors incident trends and anticipate potential problems for proactive resolution.*</LI><LI>Serves as an escalation point for customers to address concerns, seeing the issue through to resolution.*</LI><LI>Attends Change Management meetings to ensure the department is notified of new applications, downtime events, or other changes that may impact workflow for end users.*</LI><LI>Maintains productivity and work activities, analyzing existing operations and making recommendations for improvement and growth as needed.*</LI><LI>Identifies and implement methods to continuously improve processes and outcomes.*</LI><LI>Utilized industry standards and benchmarks to establish clear objectives and measurements, monitor progress and results related to department goals and organizational initiatives.*</LI><LI>Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.*</LI><LI>Plan and conduct performance evaluations for the AIT Customer Support Service Department, administer disciplinary action, raises, bonuses and promotions when necessary.*</LI><LI>Take ownership of department success and goal achievement. Encourage others to be proactive and have a positive attitude.*</LI><LI>Helps other team members when needed.*</LI><LI>Creates and plan bi-weekly schedules for department staff while coordinating vacation, holiday and personal time off requests. *</LI><LI>Provides leadership guidance to influence adherence to AtlantiCare and IT specific goals, objectives and strategic plans.*</LI><LI>Mentors and cross-trains staff to assist in their career development improve job satisfaction and increase the collective expertise of the IT department.*</LI><LI>Leads and\\or participates in small to medium-sized projects.*</LI><LI>Actively understands relevant legal, legislative and policy issues as it relates to area of responsibility.*</LI><LI>Able to perform all the responsibilities of the Customer Support Desk Analyst level I and II.*</LI><LI>Performs other duties as assigned.*</LI><LI>Adheres to AtlantiCare and AIT Policies and Procedures.</LI><LI><UL><LI>Utilizes the ITIL framework in the areas of incident, change and problem management services within AtlantiCare.</LI></UL>WORK ENVIRONMENT<br>This position requires repetitive motion, fingering, hearing, pushing, reaching, and reading, seeing, speaking, standing and walking a majority of the time. Spends time with such equipment as computer terminal, fax machine, copier, and telephone. Occasional driving also required.<br><br><STRONG>REPORTING RELATIONSHIP</STRONG><br><br>This position reports to department leadership and supervises incumbents as assigned.<br><br><STRONG>Essential functions for this position are identified by an asterisk *.</STRONG><br><br>The above statement reflect the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.<br></LI></UL><br/><br/> <img src="https://analytics.click2apply.net/v/aQN1Y8TjrklYs1QphdeXW"> <p>PI112964437</p>

Categories

Posted: 2019-08-20 Expires: 2019-09-20

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Supervisor AIT CustomerSupport Services

AtlantiCare Regional Medical Center
Egg Harbor, NJ 08232

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast