Supervisor - End User Services (LIS)

GENERAL SUMMARY:

The Supervisor, End User Services provides direct supervision, analyzes and resolves problems, interprets policies, and demonstrates solid knowledge of processes and procedures concerning operational workflow, Customer Service, and HR management. Exercising judgment within defined procedures and policies to determine appropriate action. Supervises staff to assure accountability and stewardship of technical resources in compliance with organizational goals and objectives. Ensures staff follows defined internal processes and maintains an excellence of customer service and support.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Directly supervise a team of IT Support Personnel throughout Metro Detroit Locations.
• Collaborates directly with Site Managers to support day-to-day operational service delivery.
• Knows, understands, incorporates and demonstrates the HFHS mission, vision, and values in behaviors, practices, and decisions.
• Provide team updates to Manager of End User Services
• Collaborate with Peers and Manager to standardize and document process and procedures for teams * Serve as escalation point for teams to support production or project issues