Senior It Support Consultant – Customer Facilitator Supervisor

Position Summary

University of Iowa Hospitals and Clinics department of Health Care Information Systems is seeking a Senior IT Support Consultant to directly supervise/manage the Customer Facilitator team which includes mobility team and the Technology Assistance Center (TAC) including 4 FTE and 2 students. Provide direct, expert-level support to customers as a working lead.

Position Responsibilities

• Accurately accounts for all performed work within centralized service management tracking system.
• Assists in defining, developing and improving IT service delivery standards throughout the enterprise.
• Determine appropriate IT solutions to satisfy needs.
• Provide basic and complex training to small and large groups of constituents.
• Lead onboarding efforts for new staff on team.
• Participate in the planning process for developing operating procedures, guidelines, and policies.
• Serve as mentor and subject matter expert for team.
• Monitors, evaluates and carries out guidance activities to continually improve service delivery and quality control of assigned work.
• Serve as the team lead and provide direct/supervision for the Customer Facilitator team, mobility team, and Technology Assistance Center (TAC).
• Provides expert technical assistance to leadership, peers, team members, faculty and staff regarding available IT resources and customer needs.
• Performs all functional and administrative team leadership functions.
• Assist with the development of electronic knowledgebase.
• Assist with the development of service-level documentation.
• Develops customer self-help guides for commonly encountered service interruptions.
• Maintain existing service-level documentation.
• Provide broad support to a variety of complex hardware and software issues.
• Direct staff that perform both troubleshooting and documented software installs for users via remote tools.
• Directs, schedules, assigns, monitors and develops the team members, projects and daily work of the team.
• Manages resources required to support all daily operations for the team in addition to phases of projects that aid the support of peer IT teams.
• Participates with senior leadership in the support of recruitment activities.
• Collaborates and participates in opportunities to improve workflows, processes and established best practices.
• Perform advanced analysis and problem resolution with a wide range of devices and software, including connectivity, security and policy compliance affecting users across multiple geographical locations.
• Maintains accurate inventory management records.
• Defines and manages all phases of small projects end-to-end and or one or more phases of larger projects.
• Assist with the implementation of approved projects, providing project support and services.
• Defines, documents and implements procedures for onboarding of team members, complex software/hardware installation and related configuration processes.
• Facilitates communication between team members, teams, divisions, departments and customers.
• Trains and guides team members and peer teams as applicable, regarding new and revised technologies, tools, skill development and procedures.
• Communicates the value of adhering to established best practices regarding hardware, software, peripherals and supported IT services to all levels of personnel.
• Clearly communicates to team members and other staff throughout UIHC on project goals, timelines and milestones.
• Test and validate new procedures for team processes.
• Participate in campus communities.
• Lead performance review process and professional development process for team.
• Collaborate, define, document, share and continually improve solutions and processes with peer technicians.
• Defines, documents, demonstrates and present training content to customers and peer teams regarding provided IT services.
• Develop the understanding of institutional knowledge to reflect customer needs within solution planning and implementation.

Position Responsibilities

Pay Grade: https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure

Salary: $54,000 to commensurate – 5A

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: 200 Hawkins Dr, Iowa City, Iowa

Staff Type: Professional & Scientific

Type of Position: Regular

Education Required

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

Experience Requirements

• Expert proficiency in software installations/deployments in a managed workstation environment.
• Expert-level customer service experience.
• Extensive experience supporting the Outlook desktop app.
• Professional experience (typically 4-6 years) providing technical support and troubleshooting for workstations running Windows 10/11 and Microsoft Office 365 application suite.
• Demonstrated capacity to work collaboratively with other teams and departments to resolve customer issues.
• Excellent organizational skills.
• Experience utilizing ticketing software for incident and time management.
• Outstanding communication skills, both verbal and written, with technical and non-technical staff.
• Experience supporting offsite customers using remote assistance tools, with ability to effectively troubleshoot technical issues remotely.
• Experience creating and maintaining technical documentation.

Desired Qualifications

• Experience working in a Health Care IT environment.
• Experience with change management, continuous improvement initiatives, ITIL, LEAN and/or project management.
• Advanced interpersonal skills with the ability to disarm escalated situations with all levels of personnel.
• Experience supporting personal mobile computing devices (smartphones, tablets, etc.).
• Experience collecting team performance metrics.
• Experience assigning tasks and overseeing daily work of staff.
• Experience in project planning and implementation.
• Experience managing/supervising employees.

In order to be considered, applicants must upload a resume (under submission relevant materials) that clearly addresses how they meet the listed required and desired qualifications of this position. A cover letter is desired as part of the application process. Job openings are posted for a minimum of 14 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended.

Successful candidates will be subject to a criminal background and credential check. This position is not eligible for University sponsorship for employment authorization.

For additional questions contact William Dawson [email protected]

Additional Information

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

Compensation

• Pay Level: 5A
• Starting Salary Minimum: 54,000

Contact Information

• Contact Email: [email protected]
• Organization: Healthcare
• Contact Name: William Dawson