Regional IT Support Supervisor - Bay Area

About the role

The Regional IT Support Supervisor acts as the service delivery manager and primary point of contact for IT matters on the Regional Team. The position is responsible for five key functions for the region: providing on-site break/fix support, supporting program start-ups/moves/expansions, supporting strategic and corporate initiatives, coordinating region-specific priority IT projects, and monitoring, reporting, and supervising IT Service Level Agreements (SLAs).

Responsibilities

• Provides on-site break/fix support for priority IT issues.
• Supports Program Start-up/Moves/Expansion activities.
• Serves as a technology partner to the Vice President of Operations and broader Regional Team, providing technical leadership to mitigate clinical quality deficiencies through use of technology.
• Promotes best practices for data security and privacy, and stays updated on and informs the team about evolving cybersecurity threats, mitigation strategies, and business continuity/disaster recovery procedures.
• Identifies and mitigates potential security risks associated with technology use at our locations.
• Conducts on-site annual HIPAA risk assessment walk-throughs at the Programs, reviewing relevant Administrative, Technical, and Physical safeguards with support from Director of Information Security.
• Acts as a central point of contact for all IT-related inquiries and concerns within the team; provides regular updates on status of IT projects and initiatives, fosters transparency and trust.
• Builds strong cross-functional relationships and acts as the “eyes and ears” of IT at the Regional and Program level.
• Facilitates constructive communication and collaboration between Regional Team and members of the IT Department.
• Leads training sessions or workshops to educate team members on proper technology usage and troubleshooting techniques.
• Leads brainstorming sessions to develop solutions for complex technology challenges faced by the team.
• Ensures consistent and efficient service delivery by adhering to established playbooks for handling diverse service catalog requests.
• Collaborates with stakeholders to adhere to technology standards and best practices relevant to the team's work.
• Develops and maintains documentation to ensure consistent and efficient technology use.
• Develops constructive relationships with customer/county IT staff where applicable.
• Supports IT budgeting by monitoring IT Operational Expense (OpEx) spend vs. Budget for designated region/systems, and escalating variance to relevant stakeholders in a timely manner.
• Identifies potential cost savings at the Programs through use of Technology, and collaborates with Vice President of Operations and IT Leadership as appropriate.
• Maintains and monitors key performance indicators (KPIs) to ensure effective/efficient delivery of IT services.

Qualifications

• Bachelor’s degree in computer science, Management Information Systems (MIS), or a related technology field.
• Minimum five (5) years’ experience working as an IT Support Supervisor.
• Experience working directly with leaders from different Departments.
• Ability to troubleshoot multifaceted problems.
• Ability to provide Project Lead or Project Management support for small or medium-sized cross-functional initiatives.
• Ability to maintain a calm demeanor, be well organized, take initiative, and work independently.
• Expert knowledge of Windows OS and Microsoft products consistent with years of experience (e.g., Expert = 5+ years WinOS and Microsoft product experience).
• Expert troubleshooting of OS, application, and network issues.
• Able to regularly and frequently travel within a geographically defined territory.
• Able to stay within all local or site specific client standard operating procedures and work policies.
• Valid driver’s license, proof of insurance, and motor vehicle record clearance.
• Willingness to use your personal vehicle to attend meetings, etc. (weekly mileage reimbursement at the IRS rate).
• At least 18 years of age.

Skills

• Supervision of Regional IT Staff.
• Demonstrated experience with depth and breadth of technology tools and solutions to drive business value.
• Ability to learn new computer applications and technologies quickly.
• Interpersonal skills including ability to deal with diverse personalities, clear and concise oral and written communications, and comfort with interacting with all levels of management in a matrixed environment.

Benefits

This position offers competitive compensation and benefits, including:

• Starting wage range of $101,329 - $115,000.
• Telecare applies geographic differentials to its pay ranges.
• The pay range assigned to this role will be based on the geographic location from which the role is performed.
• Starting pay is commensurate with relevant experience above the minimum requirements.

Pay

Expected starting wage range is $101,329 - $115,000.

Schedule

Shifts Available: Full-Time | AM | Shifts: 8:00 AM - 5:30 PM | Days: Monday - Friday

Requirements

May require occasional after-hours support for critical issues and projects.

Qualifications

• Bachelor’s degree in computer science, Management Information Systems (MIS), or a related technology field.
• Minimum five (5) years’ experience working as an IT Support Supervisor.
• Experience working directly with leaders from different Departments.
• Ability to troubleshoot multifaceted problems.
• Ability to provide Project Lead or Project Management support for small or medium-sized cross-functional initiatives.
• Ability to maintain a calm demeanor, be well organized, take initiative, and work independently.
• Expert knowledge of Windows OS and Microsoft products consistent with years of experience (e.g., Expert = 5+ years WinOS and Microsoft product experience).
• Expert troubleshooting of OS, application, and network issues.
• Able to regularly and frequently travel within a geographically defined territory.
• Able to stay within all local or site specific client standard operating procedures and work policies.
• Valid driver’s license, proof of insurance, and motor vehicle record clearance.
• Willingness to use your personal vehicle to attend meetings, etc. (weekly mileage reimbursement at the IRS rate).
• At least 18 years of age.