Regional IT Support Supervisor - Bay Area

POSITION SUMMARY

The Regional IT Support Supervisor acts as the service delivery manager and primary point of contact for IT matters on the Regional Team. The Regional IT Support Supervisor has the overall responsibility to ensure that technology services are being delivered effectively and efficiently to the region.

The position is responsible for five key functions for the region:

1. Provides on-site break/fix support for priority IT issues.
2. Provides IT support for Program Start-up/Moves/Expansion activities.
3. Provides IT support for Strategic and Corporate initiatives.
4. Provides organization and coordination to deliver region-specific priority IT projects.
5. Provides monitoring, reporting, and supervision of IT SLAs.

Shifts Available:

Full-Time | AM | Shifts: 8:00 AM - 5:30 PM | Days: Monday - Friday

This position requires extensive travel throughout the Bay Area region, with regular on-site IT support at multiple behavioral health programs. Candidates must reside within the assigned region.

*May require occasional after-hours support for critical issues and projects.

Expected starting wage range is $101,329 - $115,000. Telecare applies geographic differentials to its pay ranges. The pay range assigned to this role will be based on the geographic location from which the role is performed. Starting pay is commensurate with relevant experience above the minimum requirements.

ESSENTIAL FUNCTIONS

Clinical Quality Excellence

• Acting as a technology partner to the Vice President of Operations and broader Regional Team, provide technical leadership to mitigate clinical quality deficiencies through use of technology.
• Promote best practices for data security and privacy, in accordance with policies and protocols.
• Stay updated on and inform the team about evolving cybersecurity threats, mitigation strategies and business continuity/disaster recovery procedures.
• Identify and mitigate potential security risks associated with technology use at our locations.
• Conduct on-site annual HIPAA risk assessment walk-throughs at the Programs, reviewing relevant Administrative, Technical and Physical safeguards with support from Director of Information Security.

Workforce Engagement

• Demonstrate the Telecare mission, purpose, values, and beliefs in everyday language and contact with internal external stakeholders
• Act as a central point of contact for all IT-related inquiries and concerns within the team; providing regular updates on status of IT projects and initiatives, fostering transparency and trust.
• Build strong cross-functional relationships and acts as the “eyes and ears” of IT at the Regional and Program level.
• Facilitate constructive communication and collaboration between Regional Team and members of the IT Department.
• Lead training sessions or workshops to educate team members on proper technology usage and troubleshooting techniques.
• Lead brainstorming sessions to develop solutions for complex technology challenges faced by the team.
• Document and report on service requests accurately and comprehensively in accordance with established procedures, ensuring clear communication and timely resolution. Perform follow-up activities as required by established service level agreements (SLAs) to ensure customer satisfaction.
• Ensure consistent and efficient service delivery by adhering to established playbooks for handling diverse service catalog requests. Demonstrate strong analytical skills to identify the appropriate playbook actions for each request and follow established procedures to achieve results.
• Leading discussions and presentations to raise awareness and build buy-in for new technology initiatives
• Providing guidance and support to Regional and Program staff during technology implementation and adoption processes.
• Engages and embeds with applicable project roll-out teams, in support of strategic projects/initiatives; develops subject matter expertise on key IT systems/applications (e.g. Electronic Health Record); Provides regional project support, which may include deployment support, training support, post go-live support and troubleshooting, and regional IT point of escalation
• Leading discussions and presentations to raise awareness and build buy-in for new technology initiatives.
• Providing change management guidance to workforce during technology implementation and adoption processes.

Customer Satisfaction

• Collaborate with stakeholders to adhere to technology standards and best practices relevant to the team's work.
• Develop and maintain documentation to ensure consistent and efficient technology use.
• Gain a comprehensive understanding of our Information Technology (IT) policies and procedures and collaborate with Programs to ensure they are followed consistently.
• Develop constructive relationships with customer/county IT staff where applicable.

Financial Security

• Support IT budgeting, by monitoring IT OpEx spend vs. Budget for designated region/systems, and escalating variance to relevant stakeholders in a timely manner.
• Identify potential cost savings at the Programs through use of Technology, and collaborating with Vice President of Operations and IT Leadership as appropriate.
• Support the IT asset management strategy of Telecare, in accordance with policies and procedures established by IT Leadership
• Monitor and target key performance indicators (KPI) to ensure effective/efficient delivery of IT services.

SKILLS

• Supervision of Regional IT Staff
• Demonstrated experience with depth and breadth of technology tools and solutions to drive business value
• Ability to learn new computer applications and technologies quickly
• Interpersonal skills include ability to deal with diverse personalities, clear and concise oral and written communications, and comfort with interacting with all levels of management in a matrixed environment

Duties and responsibilities may be added, deleted, and/or changed at the discretion of management.

ESSENTIAL QUALIFICATIONS

Required:

• Bachelor’s degree in computer science, Management Information Systems (MIS), or a related technology field
• Minimum five (5) years’ experience working as an IT Support Supervisor
• Experience working directly with leaders from different Departments.
• Ability to troubleshoot multifaceted problems
• Ability to provide Project Lead or Project Management support for small or medium sized cross-functional initiatives
• Ability to maintain a calm demeanor, be well organized, take initiative, and work independently
• Expert knowledge of Windows OS and Microsoft products consistent with years of experience (e.g., Expert = >5 years WinOS and Microsoft product experience)
• Expert troubleshooting of OS, application, and network issues
• Ability to regularly and frequently travel within a geographically defined territory
• Ability to stay within all local or site specific client standard operating procedures and work policies
• Valid driver’s license, proof of insurance, and motor vehicle record clearance
• Willingness to use your personal vehicle to attend meetings, etc. (weekly mileage reimbursement at the IRS rate)
• Must be at least 18 years of age
• All opportunities at Telecare are contingent upon successful completion and receipt of acceptable results of the applicable post-offer physical examination, 2-step PPD test for tuberculosis, acceptable criminal background clearances, excluded party sanctions, and degree or license verification. If the position requires driving, valid driver license, a motor vehicle clearance, and proof of auto insurance is required at time of employment and must be maintained throughout employment. Additional regulatory, contractual, or local requirements may apply

THE IDEAL CANDIDATE

The ideal candidate for the Regional Support Supervisor role is someone that is a strong complement to the Telecare culture and exhibits behaviors that demonstrate alignment with Telecare’s values. The ideal candidate is someone who has a strong understanding of what drives operational excellence beyond financial performance. We define operational excellence in 4 key areas:

- Clinical Quality Excellence. First and foremost, the care we provide to those we serve is paramount. Demonstrating consistency in care by ensuring staff are well trained, prepared for their work, able to deliver excellent care and respond to the needs of our clients that reduces the number of adverse events within the programs.

- Workforce Engagement. Having a workforce that is highly engaged translates into the quality of care Telecare is able to provide its clients. Being able maintain low turnover and have staff that stay and grow with the organization are key measures of success.

- Customer Satisfaction. Our customers are important. The VP of Program Operations needs to be able to regularly interact with customers and ensure awareness of Telecare’s commitment to both delivering high quality care and fiscal responsibility.

- Financial Security. Knowing how to successfully operate within a budget and drive fiscal responsibility through the organization is vitally important to the organization’s success.

COMPETENCIES FOR THE IDEAL CANDIDATE

The ideal leader for Telecare is someone that has a high level of self-awareness, seeks, and integrates feedback from others and is able to reflect on matters that impact those around them. They know how and when to collaborate, are skilled at navigating complex situations and able to develop the talent and build the team around them to be able to do the same.

The ideal candidate will bring strong financial acumen to this role and the ability to hold themselves and others accountable for their work product. Ultimately, the ideal candidate will be someone who is passionate and committed to the vision and purpose of Telecare and is able to lead the organization, guided by our values to drive both clinical and financial results.

REPORTING STRUCTURE

The individual serving in this role will have a solid line reporting relationship to the function and a dotted line reporting relationship to the Regional VP of Operations. They will be responsible for providing subject matter expertise, professional judgment and functional integrity to the regional team.

It is expected that the majority of this individual’s work (75-80%) be focused on supporting Operations regional goals connected to the Four Pillars: Clinical Quality Excellence, Employee Engagement, Customer Satisfaction, and Financial Security. While the VP of Operations will be responsible driving the implementation of regional priorities, the individual in this role will be expected to partner with the Regional Operations VP to establish the regional priorities.

PHYSICAL DEMANDS
The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit, stand, reach, walk, twist, bend, squat, kneel and lift and carry items weighing 10 pounds or less as well as to frequently do simple grasping. The position requires manual deviation, repetition and dexterity and to occasionally drive.

EOE AA M/F/V/Disability