Technical Support Supervisor

The Johns Hopkins School of Medicine Office of Information is seeking a Technology Support Supervisor who will supervise the technicians that assist customers who are experiencing any procedural or operating difficulty with the use of Information Technology applications, products, or services. Responsible for the day-to-day operations of IT technicians who provide Level 1 and Level 2 support to SOM faculty, staff, and students, as well as external Continuing Medical Education Students. Provides field information for problem management in their area of expertise. Investigates and resolves computer software including troubleshooting, maintenance, and technical support for various software applications, including CloudCME, New Innovations, and Slate. Directly supervises, trains, and mentors IT technicians and ensures that help requests are addressed efficiently. Works with IT Director and other Managers and staff to prioritize workload. Serves as liaison for SOM faculty, staff, and students regarding support operations, policies, and procedures.

Specific Duties & Responsibilities

• Monitors the service desk ticketing system to triage and assign calls.
• Solves problems and makes decisions to guarantee that response time and support commitments are met within stated timeframes.
• Follows established policies and procedures, trains staff on policies and procedures, and makes recommendations for improvements.
• Coaches staff to develop troubleshooting processes, grow technical knowledge, and improve performance.
• Documents solutions in the service desk ticketing system and ensures that staff document all activity in the service desk ticketing system.
• Coordinates daily schedules across all teams to ensure coverage for stated hours of operations.
• On-call duty may be required outside business hours to respond to urgent and high-priority service issues or outages.
• Serves as a central contact in the escalation process with other teams.
• Provides coaching and feedback to effectively address performance concerns.
• Performs a lead role in the hiring, evaluation, and termination of IT technicians.
• Produces, analyzes, and reviews service desk metrics with staff.
• Identifies problem trends and coordinates efforts with other IT teams.
• Ensures that troubleshooting efforts are completed.
• Advises IT Director and other Managers on training requirements for IT technicians.
• Stays current with industry trends, methods, and technological advances.
• Works independently; needs occasional supervision.
• Advises IT Director and other Managers on teamwork prioritization.
• Takes the lead in solving the most complex problems.
• Calls attention to potential capacity, performance, and security problems.
• Makes recommendations for management review.

Additional Knowledge, Skills, & Abilities

• Excellent interpersonal skills to support work with both technical and nontechnical personnel at all levels throughout the organization.
• Computer troubleshooting skills and working knowledge of computer networks.
  
• Familiarity with both Slate, CloudCME and New Innovations cloud-based software systems
  
• Excellent verbal and written communication skills, especially listening and understanding what is being described, with attention to detail in transcribing communications into help desk ticketing systems.
  
• Must have the ability to work with faculty, staff, and students in a professional, helpful, and friendly manner.
  
• Punctual and organized, with the ability to work calmly under pressure in busy environment.

Supervisory Responsibility

• 3-4 Senior Technical Support Analysts.

• Two years college coursework.
• Three years of related experience, including some help desk experience.
• Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

• Bachelor's Degree.
• Advanced level of technical support for Microsoft products in a help desk environment.
• Progressive experience in leading or supervising a technical support team in a professional environment, in higher education.

Classified Title: Technical Support Supervisor 
Role/Level/Range: ATO 40/E/03/OH  
Starting Salary Range: Min $27.00 - Max $48.00 HRLY ($71,175 targeted; Commensurate with experience) 
Employee group: Full Time 
Schedule: Monday - Friday 8:30 AM - 5:00PM 
Exempt Status: Exempt 
Location: Remote 
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