End User Computing Supervisor

UMass Memorial Health - Southbridge, MA

Full-time - Mid Level

Southbridge, MA

10,001+ employees

Ambulatory Health Care Services

About the position

The End User Computing Supervisor at UMass Memorial Health Care is responsible for overseeing the Help Desk operations, ensuring customer satisfaction, and managing a team of technical support staff. This role involves addressing escalated issues, educating employees on service management, and facilitating knowledge transfer between teams. The supervisor will also manage equipment inventory, small projects, and personnel matters, including performance evaluations and training.

Responsibilities

• Assist in managing the Help Desk ticket queue to ensure SLA requirements are met while maintaining customer satisfaction.
• Promptly address escalated issues for EUC onsite teams to ensure timely resolution.
• Educate employees on service management principles.
• Coach and empower staff to allow for career growth opportunities.
• Ensure transfer of knowledge between End User Computing and the Project/Apps/FMD teams.
• Serve as IT onsite contact for EUC specific needs, such as critical event escalations.
• Manage equipment inventory for assigned locations to ensure the team has necessary resources.
• Manage small projects as assigned.
• Supervise assigned personnel including performance evaluations, scheduling, orientation, and training.
• Make recommendations on employee hires, transfers, promotions, salary changes, discipline, and terminations.
• Resolve grievances and other personnel problems within position responsibilities.
• Coordinate the assignment of tasks and help resolve technical and operational problems.
• Evaluate the impact of solutions to ensure goals are achieved.
• Provide effective direction, guidance, and leadership over the staff for effective teamwork and motivation.

Requirements

• Bachelor's degree or equivalent work-related experience.
• Five (5) years of technical customer service experience.
• Demonstrated technical experience with PC hardware and software support environments.
• Expertise in Windows operating systems, IOS, and TCP/IP networking.
• Solid knowledge of the Microsoft Office Suite and basic inter/intranet skills.
• Ability to self-manage and operate in an organized and efficient manner within a fast-paced environment.
• Excellent interpersonal and customer communication skills, both verbal and written.

Benefits

• Opportunities for advancement
• Signing bonus may be available