Supervisor, Applications Support

Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We’re proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint. 

Work Shift:

8 Hours - Day Shifts (United States of America)

Scheduled Weekly Hours:

40

Salary Range: $37.50 - $62.00

Union Position:

No

Department Details

Oversees a team of technical resources responsible for troubleshooting, maintaining, and providing support for applications, ensuring smooth operation with overseeing user issues are resolved timely, managing application updates, and coordinating with development teams to address technical problems, acting as the key point of contact for application related issues; requiring strong technical knowledge, leadership skills, and a focus on customer service. Provides leadership for the Applications Support team.

May work from home after initial onboarding is complete. Flexible scheduling opportunities as well.
Will provide access to formal vendor training on software when applicable. Previous ERP Administration and/or System Integration experience is preferred.

Key Responsibilities:

Team Leadership: Responsible for providing guidance, support, and direction to ensure that team members are working effectively towards project goals and resolving support tickets.

Technical Expertise: Doesn’t need to be the ‘Subject Matter Expert’, but should have a strong understanding of the technical aspects of the projects in scope to make informed decisions, provide guidance, and assist with troubleshooting issues as they arise.

Resource Allocation: Helps to oversee resource allocation to projects and day to day operational support. This involves balancing the workload among team members and ensuring that resources are used efficiently.

Training and Development: Aids in supporting the professional growth of team members by identifying training needs, providing learning opportunities, and mentoring assigned staff. Identifies and maintains comprehensive documentation of application processes, troubleshooting guides, and knowledge base articles.

Application Maintenance: Assists with the coordination of application updates, patches, and upgrades, ensuring seamless implementation with minimal disruption to users.

Communication: Runs team meetings to facilitate communication with the team to ensure everyone is informed and aligned on project objectives, progress, and challenges. Informs stakeholders of planned and unplanned outages while also communicating with the Help Desk for mass communication.

Summary

Performs routine healthcare application support for Sanford Health. The Supervisor, Applications Support creates a team environment of accountability and commitment for reaching project goals. Keeps team focused on executing priorities on which success will depend. Handles performance issues and team barriers to success. Provides leadership for the Applications Support team.

Job Description

Utilizes analytical skills and experiences to investigate or escalate support issues. Incorporates appropriate presentation techniques to support staff development and facilitate meetings.

Researches, analyzes and makes recommendations for application workflow improvements. Creates and analyzes reports using multiple reporting mechanisms. Assists with strategic initiatives.

Employs performance development programs that result in both individual and team growth. Creates opportunities for individuals to exercise and grow new skills. Approves time off requests, and signs off on employee timecards. Maintains schedule to ensure proper staffing at all times. Responsible for interviewing, hiring and training new employees.

Excellent interpersonal and communication skills required. Experience providing excellent customers service in a prompt and professional manner and have the ability to work independently, balancing multiple tasks within deadlines. Comfortable managing change with excellent problem solving skills. Knowledge of the current healthcare and clinical information systems. Extensive knowledge in Sanford Health applications.

Qualifications

Bachelor's Degree required. Area of focus in computer or healthcare related field preferred.

Previous experience in a team lead or supervisor role preferred. Four years experience in application support preferred.

Certification(s) in applications supported by assigned team, if applicable. Information Technology (IT) certification must be obtained within six