Information Technology (IT) Help Desk Supervisor

What we are looking for:

As a Certified Community Behavioral Health Clinic, CNS Healthcare's mission is to serve the people of our communities.

The IT Help Desk Supervisor oversees the day-to-day operations of the agency’s information
technology help desk team to support critical business operations and decisions to ensure that the helpdesk team provides efficient and effective operational support across all agency sites.

What’s in it for you:

As a member of our team, you will have an opportunity to make a meaningful impact on our community and the lives of the individuals that we serve. CNS Healthcare provides a robust total rewards program to support our team members and their loved ones. We’ve shared some highlights below, but you can visit the benefits guide posted on our careers page to learn more!

• Comprehensive medical insurance options
• Employer-paid benefits including dental, vision, life, and short-term disability insurance
• Retirement program with generous company default contribution and match
• Generous PTO program starting at 18 days annually
• 16 paid holidays, including 3 floating holidays
• Paid parental leave
• Student loan forgiveness eligibility, including Public Service Loan Forgiveness (PSLF), HRSA, and more

Interested in learning more about this role?

Please see below for a summary of job responsibilities and qualifications!

Essential Functions

• Serve as a leader and role model for the organization in matters relating to information technology 
• Lead the help desk team in managing work assignments, including troubleshooting, identifying root cause, and providing technical expertise as needed.
• Regularly assess the quality of work and operational metrics for the help desk team and make suggestions for continuous improvement.
• Communicate any issues impacting day-to-day operations in a thorough and prompt manner to appropriate staff and other parties.
•  Lead the development of help desk work instructions, policies, and procedures
• Develop processes and practices for design, maintenance, and operation of systems to ensure consistent and reliable operation to meet the business needs.
• Collaborate with the cross-functional information technology department to configure systems and applications, monitor datacenter health, and oversee the security environment including disaster recovery planning and activities.
• Collaborate with appropriate staff and department leadership for internal information
  technology hardware management to address the current and future needs of the agency.
• Cultivate vendor relationships; consult with vendors to resolve system issues
•  Oversee and coordinate on-call rotation to support off-hour scheduled maintenance, support for users, and technical incidents.
•  Documents all procedures, processes, and measuring performance of systems.
•  Provides regular updates on assigned projects, tasks, and the resolution of technical issues.
•  Maintains knowledge of technology innovations and trends.
• Ensure that the CNS Healthcare standards of service are applied to interactions with individuals served, guests, and staff.
• Assume responsibility for professional growth by current reading and attendance at educational programs and conferences.
• Maintain knowledge and compliance with established policies and procedures, corporate compliance program, code of ethics, applicable federal, state, and local laws and regulations, HIPAA standards, and other regulatory programs.
• Perform other related duties as assigned.

Supervisory Responsibilities

• Organize and oversee the day-to-day operations of the assigned team(s) to ensure appropriate coverage of responsibilities.
• Educate, enforce, and ensure team compliance with CNS Healthcare policies and procedures.
• Cultivate, maintain, and enhance team, department, and interdepartmental relationships to promote collaboration, teamwork, and a positive working environment.
• Serve as a conduit of communication between direct reports, department leadership, and agency leadership.
• Build a strong team by attracting, selecting, onboarding, and developing direct reports to retain high-performance team members and empower them to elevate their level of responsibility, span of control, and performance.
• Serve as a role model, mentor, and coach in providing ongoing and consistent individual supervision that is focused on meeting individual productivity and performance goals, as well as departmental goals, objectives, and project deadlines.
• Manage employee performance, including any verbal/written warnings and conducting employee evaluations to provide examples of behavior, ways for employees to improve performance, and development of goals for the coming year.
• Lead assigned team in quality improvement initiatives and compliance with all quality improvement initiatives and standards to promote quality achievement across the organization.
• Responsible for managing work schedules, time and attendance, paid time off, and mileage for assigned staff in a timely manner.

 Qualifications:

Required

• Associate degree in Information Systems or similar degree program
• A minimum of 1 year of experience in a leadership capacity overseeing direct reports, Information Technology operations, or project resources
• A minimum of 5 years of experience in Information Technology
• Strong working knowledge of Microsoft systems administration, network infrastructure and technology, remote information technology support, systems backup solutions, and telecommunication systems and devices
• Ability to use discretion and judgment when handling matters of a sensitive or confidential nature
• Valid and unrestricted Michigan Driver’s License
• Transportation or Automobile accessibility with current automobile/vehicle insurance meeting agency policy requirements

Preferred

• Bachelor’s degree in Information Systems or similar degree program
• Certification in technology field relating to essential job functions
• Experience in a healthcare environment

About CNS Healthcare:

CNS Healthcare (CNS) is a non-profit, Certified Community Behavioral Health Clinic (CCBHC) with seven clinics and two clubhouses in Southeastern Michigan. CNS employs approximately 400 employees, paraprofessionals, and support staff, delivering services to more than 7,000 people annually. 

• CNS provides comprehensive integrated health services in partnership with several community organizations, and uses a patient-centered approach to identify, support, and promote the overall health of children, adolescents, adults, and older adults.
• Visit our website to learn more about our mission, vision, and values!

COVID-19 Vaccination Requirement: CNS Healthcare complies with federal, state, and local laws in regard to COVID-19 vaccination. Candidates will be required to provide proof of being fully vaccinated against COVID-19 upon commencing employment. Reasonable accommodations will be considered on a case-by-case basis for medical or religious exemptions to these requirements in accordance with applicable law.