The User Support Supervisor is responsible for providing leadership and coordination of the User Support Service Desk processes and functions, as well as managing the day-to-day operational activities of the Service Desk in support of CommUnityCare (CUC), Sendero, and Central Health. This includes planning, assigning, and supervising the work of all User Support Technicians; ensuring high quality, consistent customer support and timely, satisfactory issue resolution; anticipating, recognizing and resolving issues; overseeing team processes and assessing for areas of opportunity to improve effectiveness and efficiency; helping to build skills of the team; and coordinating efforts within the User Support team and other Joint Tech staff and/or vendors as needed. The User Support Supervisor will also perform other duties as assigned.

Essential Functions

-Supporting and guiding User Support Technicians through coaching, scheduling, training, work assignment/review, and performance management.
-Learn and apply ITIL Practices for continual improvement of service delivery.
-Oversee the incident and request management process in ServiceNow, ensuring all tickets are logged, prioritized, documented, and resolved according to established procedures.
-Identify and report skill gaps and execute training plans in partnership with the User Support Manager and Training team.
-Apply critical thinking to thoroughly analyze incidents and requests and participate in root cause analysis.
-Recognize opportinuties for and develop departmental standard operating procedures, processes, and knowledge base articles pertaining to Service Desk operations as needed and/or requested by the User Support Manager.
-Manage day-to-day queue performance, workload distribution, and staffing adjustments to ensure service levels are consistently met.
-Recognize opportunties for and help facilitate escalations quickly and professionally, minimizing business impact and providing a calm, reassuring, and customer-focused experience.
-Assist with and/or complete projects, continual improvement initiatives, and reporting requirements as required by the User Support Manager.
-Perform standard Tier 2 Service Desk agent duties including Tier 2 consultations, direct user support, and rotations.
-Partner with the User Support Manager to continuously improve the quality, empathy, and clarity of user interactions using Q&A practices and CSAT.
-Work outside of standard business hours when needed.

REQUIRED EDUCATION:

High School Diploma or equivalent (higher degree accepted)

MINIMUM EXPERIENCE:

-3 years of user support service desk experience - Required

-1 year of supervisory, lead, or team point-of-contact experience - Required

REQUIRED LICENSURE/CERTIFICATIONS:

-ITIL Foundation 4 or 5 (within 3 months of hire)

-CompTIA A+ (upon hire)