A cover letter is required for consideration for this position and should be attached as the first page of your resume. Your cover letter should address your specific interest in the position and outline your relevant skills and experience.

Health Information Technology & Services (HITS) is looking for a supervisor to oversee the HITS Service Desk. You will join a leadership team that supports our staff who provide phone, chat, and walk-up assistance for our Michigan Medicine community. You will coach, guide, and mentor agents to provide service that is simple, correct, and direct, and deliver it with empathy, efficiency, and pride. You will help manage the day-to-day Service Desk operations including monitoring service levels, coordinating training, and performing service recovery activities.

About Us

HITS plays an integral role in the success of Michigan Medicine by providing clinicians, researchers, students, and staff with exceptional IT products, services, and support. The HITS Customer Service team receives approximately 2500,000 customer contacts each year via phone and chat at our Service Desk and walk-up at our Help Me Now locations. We are the first line of contact for IT services at Michigan Medicine.

About You

You enjoy helping others. You are passionate about continuously improving the customer experience, take initiative, and have strong organizational and problem-solving abilities. You are able to inspire individuals, create strong teams, and have the ability to communicate complex technical concepts to groups with diverse technical and non-technical backgrounds.

Supervisors help to empower and grow Service Desk agents. Responsibilities include:

Provide Day-to-Day Operational Supervision of the Service Desk

• Ensure the successful troubleshooting and triage of customer incidents and requests by managing work queues via multiple intake channels, including phone, chat, and online submission.
• Serve as a subject matter expert and escalation point for Service Desk agents, especially in times of customer service recovery, unique user questions, or major incidents.
• Participate in the execution of day-to-day operations, which includes maintaining service levels, call resolution time, service quality, and other key performance metrics.
• Schedule staff to maximize team success while also allowing for professional growth.
• Manage Projects Both External and Internal to the Service Desk.
• Act as a representative for the Service Desk on institutional workgroups, committees, or project teams to discuss and work through operational support considerations.
• Investigating ticketing trends, internal workflows, or tooling changes to improve Service Desk processes and procedures. 
• Collaborate with other teams to improve handoffs, deepen Service Desk knowledge, or generally move tasks closer to front-line support via "Shift Left" strategy.
• Recommend process/operational improvements to build/enhance efficiencies, reduce costs, and improve the overall level and quality of service, support service level achievement and service excellence.

Manage Projects Both External and Internal to the Service Desk

• Act as a representative for the Service Desk on institutional workgroups, committees, or project teams to discuss and work through operational support considerations.
• Investigating ticketing trends, internal workflows, or tooling changes to improve Service Desk processes and procedures.
• Collaborate with other teams to improve handoffs, deepen Service Desk knowledge, or generally move tasks closer to front-line support via a "Shift Left" strategy.
• Recommend process/operational improvements to build/enhance efficiencies, reduce costs, and improve the overall level and quality of service, support service level achievement and service excellence. 

Develop Professionals

• Recruit, hire, onboard, and train budding IT professionals to create well-prepared Service Desk staff.
• Work with staff to create goals to develop themselves through formal study, on-the-job learning, or other innovative ways to grow.
• Champion professional development by keeping abreast of industry trends, new technology deployments, or interesting processes and workflows.
• Partner with the Human Resources and training team as needed to ensure effective department operations and superior customer service; administer company policies and practices.

Execute Essential Administrative Tasks to Keep the Service Desk Running

• Practice excellent communications via in-person conversation, email, phone, IM, chat, and other channels as needed.
• Create reports, presentations, knowledge articles, or other documentation to share ideas and statuses within the Service Desk and with other teams.
• Processing timekeeping records to ensure accuracy of employee payroll.
   

In addition, supervisors may be asked to perform other duties as assigned.
 

Physical Requirements

While performing the duties of this position, supervisors may regularly be required to sit for long periods of time. Duties include significant keyboarding and computer-based activities while using the telephone. Supervisors may also need to lift up to 50 pounds to move items within our onsite locations.

• Bachelor's degree or equivalent combination of education, certification, and experience.
• Minimum of 5 years of direct customer support, preferably in either an academic or healthcare setting.
• Demonstrated ability to supervise a team, with experience in hiring, coaching staff, developing new talent, and managing performance.
• If not located within the state of Michigan, be willing to come on-site 1-2 times a year, willing to fund their own travel expenses, and work a schedule between the hours of 7 am -7 pm EST

• Exposure or experience with electronic medical records, such as Epic Systems.
• Demonstrated proficiency with common device setups used within Michigan Medicine, including Windows and Mac computers, iOS and Android smart devices, and their peripherals.
• Other general technology skills, such as wireless and wired networks, security tools, printing, messaging apps, and more.
• Demonstrated ability to work both independently and collaboratively as part of a mostly remote/hybrid team.
• Proficient in Microsoft Office Suite, Gmail and Google products and general internet and computer usage.
• Troubleshooting skill with storage solutions, such as network file shares (NAS) and cloud applications (Box, Google Drive, etc.)
• Communicate company strategies, client initiatives, system enhancements, performance, and other key information to the team; conduct team meetings on a regular basis.
• Comprehensive understanding of customer service principles and practices.
• Possess a sense of urgency and responsiveness when needed.
• Courteous and respectful of management, employees, and customers.
• Ability to represent a team within a broader organization as a project liaison, committee member, or workgroup participation.
• Skill in managing a portfolio of strategic objectives or goals, displaying the ability in advancing many concurrent initiatives at once.
• Additional certifications or education related to the delivery of IT services or problem-solving, such as ITIL/ITSM Foundations, Lean Thinking, Agile, or similar.
• Knowledge of U-M policies, procedures, and too

This position is part of a 24x7x365 Service Desk. Although the supervisor will be given significant flexibility in scheduling, duties may require daytime, afternoon, overnight, weekend, or holiday shifts as needed. In addition, on-call rotations may be required to achieve consistent supervisory coverage for staff.

This position is being offered as a remote position with some on-site requirements as needed. May require working during non-business hours and on weekends.

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Benefits

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support: https://careers.umich.edu/benefits

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.