Supervisor, IT Customer Service

About the Role

Supervises a Critical Access Hospital IT Team on-site in Shelton, WA.

Key Responsibilities

• Supervises a team serving as points of contact and resolving incoming service requests.
• Manages the operation of customer service delivery to ensure timely and effective solutions.
• Serves as point of escalation for unresolved and/or difficult customer inquiries.
• Monitors the incident management process within a team to identify and address gaps in incident resolution and support processes.
• Reviews and prioritizes escalated service issues and customer complaints, owning the escalated service request through resolution.
• Engages with relevant groups to resource expertise for customer escalation requests and develops an immediate action plan for resolution.
• Guides junior team members through resolution requests and/or on escalated issues by leveraging senior staff.
• Promotes collaboration with other technical teams in resolving complex customer technical issues.
• Supervises team efforts in producing documentation and reviewing service-related documentation.
• Supports the expansion of the Knowledge Base to enhance customer technical support and overall user experience.
• Escalates identified issues or bugs in products or infrastructure to Quality Assurance and Development teams.
• Coordinates with cross-functional teams on product enhancement initiatives, providing feedback on key customer pain points.
• Supervises team to follow established processes and recommends process improvements to enhance team efficiency and effectiveness.
• Fosters collaboration with cross-functional teams on business problems or improvement opportunities.
• Facilitates support service improvement projects and proactive support initiatives.
• Contributes to resource planning.
• Provides recommendations to next-level management on product, process, and customer experience improvement initiatives.
• Monitors and evaluates key metrics to ensure the team meets desired goals.
• Implements basic operational and procedural improvements within a team.
• Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.
• Manages translation services for technical and non-technical inquiries for products and services.
• Coordinates resourcing to assist with testing on translation tools.
• Supervises and coordinates team tasks, projects, and/or initiatives, monitoring timelines and budgets when applicable.
• Delegates work to team members, identifies resource needs, and makes adjustments based on changing priorities.
• Builds partnerships within and across teams to ensure alignment on expectations and achieve shared goals.
• Encourages team members to build understanding of business, stakeholder, and/or customer needs.
• Helps team identify and address operational and/or technical issues, escalating problems to senior staff as needed.
• Compiles and reviews data and/or information from multiple sources and provides direction to team on troubleshooting standard and non-standard errors.
• Pursues learning opportunities for self and team to build expertise in relevant areas.
• Applies feedback and participates in training to improve skills and foster professional growth.
• Identifies and addresses skill gaps within the team to foster learning and knowledge sharing opportunities.
• Evaluates team processes and workflows, suggesting practical changes to improve efficiency and effectiveness.
• Seeks input from team members on alternative approaches and encourages sharing ideas.
• Monitors and provides feedback on team member's performance.
• Facilitates goal setting discussions with team members.
• Identifies development opportunities to help team members improve performance.
• Contributes to the talent acquisition pipeline by participating in candidate interviews, assessing promotion eligibility, and managing talent resources.

Requirements & Tech Stack

• IT Customer Service
• Incident Management
• Knowledge Base development
• Quality Assurance
• Development
• KPI analysis
• Customer Feedback analysis
• Cross-functional Collaboration
• Process Improvement
• Technical Support Documentation
• AI (as embedded across products and services)

Qualifications

• Experience supervising an IT team.
• Experience in customer service delivery.
• Experience with incident management processes.
• Experience with Knowledge Base expansion.
• Experience collaborating with technical leadership teams.
• Experience in providing recommendations for product, process, and customer experience improvements.
• Experience monitoring and evaluating key metrics.
• Experience in optimizing and automating customer feedback and KPI analysis.
• Experience managing translation services for technical and non-technical inquiries.
• Experience coordinating resourcing for testing translation tools.
• Experience in resource planning.
• Experience in performance monitoring and feedback.
• Experience in talent acquisition pipeline contribution.