Technology Operations Supervisor

Hayes Locums is one of the United States’ leading physician staffing firms, specializing in locum tenens placements for hospitals, clinics, and healthcare organizations nationwide. At Hayes Locums, our passion is matching physicians and advanced practice clinicians with the right locum tenens jobs, because quality matches lead to quality care. Founded with a mission to elevate healthcare consulting, we are committed to delivering reliable, high-quality staffing solutions with integrity. Our physicians and clients trust us for exceptional service and unwavering dependability.

Overview 

At Hayes, the supervisor of the Support team leads a group committed to customer service and always eager to help others.

Responsible for managing the support of end user service requests and technical issues. Provides technical expertise for both tactical and strategic projects. Implements operational best practices and continuous Service Management improvement. Ensures SLA’s are met and strive for a near 100% customer satisfaction rating. Provides detail and summary reporting for key metrics. Leads, coaches, and develops team members.

🛠️ What You Will Do

LEAD THE SUPPORT TEAM

• Develop departmental goals, objectives, and assist in developing operating budgets.
• Oversee the provisioning, deployment, management and tracking of all end user equipment and hardware.
• Lead direct reports, provide challenging assignments, training, and career opportunities.
• Develop action plans for improving productivity, service responsiveness and cost efficiencies.

IMPLEMENT PROCESS IMPROVEMENTS

• Manage device lifecycle replacement standards.
• Ensure all technical resolutions are documented and organized in a knowledgebase for easy end user reference.
• Stay current in end user support, management, technologies, policies, and procedures.
• Making recommendations to improve operational efficiency to department head.

DRIVE EFFICIENCY

• Promote self-service tools, automation, and the knowledgebase as tools to improve service levels, end user satisfaction, and productivity.
• Develop, manage, measure and report on key metrics, including customer satisfaction, average response time, and end user productivity.
• Act as the single point of escalation for all Support related incidents.
• Other duties as assigned or required by senior IT leadership or direct supervisor.

📊 Experience & Competencies

COMMUNICATION SKILLS

The ability to communicate effectively with both technical and non-technical stakeholders. This includes verbal and written communication, active listening, and the ability to explain complex technical concepts in simple terms.

CUSTOMER SERVICE ORIENTATION

A strong focus on providing excellent customer service and ensuring a positive user experience. This includes empathy, patience, and a commitment to resolving issues in a timely and satisfactory manner.

PROBLEM-SOLVING AND DECISION-MAKING

The ability to analyze situations, identify root causes, and make informed decisions to resolve issues and improve service delivery. This includes critical thinking, creativity, and the ability to balance short-term fixes with long-term solutions.

CHANGE MANAGEMENT

The ability to manage and adapt to change within the IT environment and the organization. This includes leading the team through transitions, implementing new technologies or processes, and fostering a culture of continuous improvement.

PROJECT MANAGEMENT

Skills in planning, organizing, and managing resources to achieve specific goals. This is important for overseeing IT projects, coordinating with other departments, and ensuring that initiatives are completed on time and within budget.

STRATEGIC THINKING

The ability to align the helpdesk's operations and initiatives with the broader goals of the organization. This includes understanding business objectives, identifying opportunities for IT to add value, and contributing to the overall strategy.

EDUCATION OR TRAINING

• Bachelor's degree in computer science, information technology, or relevant technical experience or relevant industry experience.
• ITIL certification or equivalent required.
• Technical certifications favored.
• Familiarity with technical systems such as: Zendesk, Active Directory, Microsoft Azure, Salesforce, NinjaOne, Microsoft Intune, and Microsoft 365

WORK EXPERIENCE

• 4+ Years in a help desk or technical support role
• 2+ Years in a supervisory or leadership position

🤝Equal Opportunity & Accessibility

Hayes Locums is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. All employment decisions are based on qualifications, merit, and business needs.

💵 Salary Range

$75,000 - $80,000 Base Salary