Team Lead End User Computing and Technical Support

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary

Under the direction of the Director, End User Computing, the Team Lead, End User Computing and Technical Support provides direct assistance and input to help ensure the timely and expert quality support of Versiti IS services, including software, hardware, telecom, and peripherals. As a Team Lead, this individual, in addition to their own technical work, aids the End User Computing and Technical Support management team in coordinating and providing technical and priority oversite of the day-to-day work of those teams. This role acts as an on-premise point of contact for team members in their State scope. This role also helps ensure the team is optimally positioned to support the needs of the organizations service lines in their State scope by providing input and suggestions to the End User and Technical Support team management.

Total Rewards Package

Benefits

Versiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others.

Responsibilities

• As an experienced (Senior/Principal) technical member of the End User Technology & Support team, performs duties aligned with that role, with time adjusted and prorated accordingly per the lead responsibilities.
• Provides daily oversight of the local IS End User Computing & Support teams,and helps coordinate more complex issues or situations that may include cross-team collaboration including communication of status, escalation with management. Acts as a technical escalation point for the tier 1 and tier 2 End User Computing & Technical Support team.
• Provides input to IS strategic planning and budgeting based on observed business needs and changes.
• In collaboration with the IS management team, establishes and enforces technical priorities and aids in reinforcing all Versiti IS standards, policies, location-specific policies, and procedures with team members.
• Serves as a primary local point of contact for project coordination and communication between the End User Technology & Support teams and other stakeholders.
• Provides input to performance reviews, and supports staff hiring, training and development as needed/requested. This includes providing daily task-based coaching on the principles of customer communication and service.
• Resolves incidents and service requests in keeping with departmental quality standards and SLAs; as a Senior/Principal technical member of the team, completes tasks in resourceful and effective ways.
• Provides remote and on-site support of Cherwell tickets, and resolution. Uses all available resources necessary to obtain full knowledge of a user’s environment while systemically resolving issues, including knowledge base articles.
• Participation with research, planning, scoping, implementation, and ongoing support for projects.
• Works closely with other IS teams to communicate proactively during major incidents/issues.
• Participates in professional activities and continuing educational opportunities to maintain technical expertise and seizes opportunities for continuous improvement of processes and systems.
• Provides KPI and metrics reporting as requested.
• Provide on-call support as needed, including after-hours support for non-standard hardware, software and configuration incidents using the IS support model.
• Delivers or coordinates in-person and remote trainings as needed on Versiti standard hardware and software as well as specialized software and hardware used in the office as needed. Skilled in the use of MS Teams, OneDrive, Zoom, and other online collaboration tools to facilitate training. May step-in and deliver New Employee Orientation (NEO) regarding technical systems.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures
  
  
  

Qualifications

Education

• Bachelor's Degree Management Information Systems, Computer Science, or Engineering preferred
  
  
  

Experience

• Minimum of 5 years’ experience with Microsoft personal computers and mobile devices in a networked environment required
• High level of proficiency using Microsoft 365 applications, including administration, and instructing end-users required
• Experience managing or leading projects and project teams preferred
• Experience training end users required
  
  
  

Knowledge, Skills And Abilities

• Working knowledge of Versiti user technologies (personal computer, conference rooms, office applications, Teams, Zoom, etc) and general business operations required
• Strong analytical ability to analyze systems and procedures; possesses exceptional problem-solving skills required
• Must be able to work independently under minimal supervision, as well as a member of project teams required
• Proven customer service skills in dealing with internal staff requests. Well-developed interpersonal skills required
• Ability to effectively prioritize multiple responsibilities, must be able to work under pressure and meet deadlines required
• Detail oriented with the ability to ensure accuracy of data and systems required
• Excellent oral and written communication skills with all levels of management and with employees. required
• Extensive knowledge of personal computer hardware and software and Windows server operating systems required
  
  
  

Licenses and Certifications

• Microsoft Certifications such as Microsoft 365 MCSA, MCSE. preferred
• ITIL (Information Technology Infrastructure Library) Foundation Certification preferred
  
  
  

Tools and Technology

• Intel-based PC workstations running Windows operating systems, Apple devices and O/S required
• Network printers and multi-function devices required
• Handheld personal devices (tablets, mobile devices and other wireless equipment) required
• Windows Servers and Windows Desktop O/S required
• Desktop imaging solutions required
• Service Desk ticketing systems required
• All Microsoft office products including Office 365, Teams, and SharePoint required
• All Adobe products preferred
• VMWare preferred