IT Support Center Supervisor

Job Summary: 
The IT Support Center Supervisor has the overall responsibility of managing the activities, training, and daily work assignments of IT Support Center personnel in a manner consistent with UVM Health Network objectives, ensuring the IT Support Center personnel are available to meet or exceed the organization's goals and needs. 

The primary objective of this position is to ensure exceptional customer service to all UVMHN employees. They make recommendations regarding the operational and capital budgets for IT needs in their area and are accountable for working within UVM Health Network guidelines. The IT Support Center Supervisor works very closely with other IT Teams to identify needs, align strategies, develop plans, and execute procedures to meet those needs and expectations. They assist in meeting or exceeding departmental goals through the implementation of appropriate customer service policies, procedures and applications.
 

Education:   

• Bachelor's degree in computer science, Technical Support, Computer Hardware, or another relevant field is required.

• HDI Support Center Manager certification is required. 

• ITIL Foundations certification is required.

• SAFe/Agile knowledge preferred.

• Knowledge-Centered Service (KCS) experience preferred.

Experience:   

• One to three years of leadership experience in Technical Support or relevant IT Support team.

• Five to seven years progressively responsible Information Technology experience with direct customer contact and experience in customer service, project planning, resource allocation, and team leadership. 

• Demonstrated ability to manage multiple, concurrent, and complex projects/issues.

• Proven ability to effectively develop, build and motivate teams to achieve a higher level of outcome.