IT Support Supervisor at Crestwood Behavioral Health

Oconomowoc, Wisconsin, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Behavioral Health, HealthcareIndustries

Requirements

Associate’s degree and 4+ years' experience in IT Support environments
Experience with maintaining ITSM tools (e.g. ServiceNow, ManageEngine, Jira)
ITIL Foundation certification preferred
Experience in endpoint management systems preferred (e.g. Intune, SCCM, Jamf)
Familiarity with network fundamentals and cybersecurity best practices preferred

Responsibilities

Supervise and mentor support technicians, providing coaching, performance feedback, and development opportunities
Manage daily help desk operations, ensuring adherence to SLAs and escalation procedures
Coordinate scheduling, workload distribution, and resource allocation to ensure optimal coverage
Foster a customer-focused culture that emphasizes empathy, communication, and continuous improvement
Serve as an escalation point for operations issues, including after-hours support
Serve as a senior escalation point for complex hardware, software, and network issues
Oversee support of endpoints, operating systems, and applications
Collaborate with cloud engineers and network engineers on troubleshooting, patching, and infrastructure initiatives
Ensure compliance and adherence to IT policies and procedures
Utilize the ITSM to assist with asset management tracking and acceptable hardware lifecycle replacement
Develop and maintain IT support documentation, SOPs, and knowledge base articles
Track and analyze service metrics; generate reports to identify trends, track KPIs, and recommend improvements
Participate in IT change management, asset management, and lifecycle planning activities
Contribute to onboarding and training of new employees
Act as a liaison between IT and business units to understand user needs and communicate IT standards and initiatives
Promote consistent communication and service transparency across departments
Manage customer satisfaction surveys and follow up on feedback to improve service delivery

Skills

Key technologies and capabilities for this role

IT Help DeskEnd-User SupportTeam SupervisionHardware TroubleshootingSoftware SupportNetwork TroubleshootingITSMAsset ManagementSLA ManagementChange ManagementKnowledge BaseService MetricsIT Policies

Questions & Answers

Common questions about this position

What benefits are offered for this position?

The role includes a Total Rewards package with health, dental, and vision insurance, 401(k) retirement plan, employee share program, life/disability insurance, flex spending accounts, tuition reimbursement, health and wellness program, and employee assistance program (EAP).

Is this a remote position or does it require on-site work?

This information is not specified in the job description.

What are the required qualifications for the IT Support Supervisor role?

An Associate’s degree and 4+ years' experience in IT Support environments are required, along with experience maintaining ITSM tools such as ServiceNow, ManageEngine, or Jira.

What does the company culture emphasize for this role?

The role fosters a customer-focused culture that emphasizes empathy, communication, and continuous improvement.

What experience makes a strong candidate for this position?

Candidates with ITIL Foundation certification, experience in endpoint management systems like Intune, SCCM, or Jamf, and familiarity with network fundamentals and cybersecurity best practices are preferred.

Crestwood Behavioral Health

Provides tailored mental health services in California

About Crestwood Behavioral Health

Crestwood Behavioral Health, known for its tailored mental health services throughout California, cultivates a supportive and adaptive work environment. The company is distinguished by its accreditation from CARF, underscoring its commitment to maintaining high standards in mental health care and flexibility in addressing diverse needs. Working at Crest sheath offers a unique opportunity to engage in meaningful, recovery-oriented work in a growing field, ensuring personal and professional growth.

520 Capitol Mall #800, Sacramento, CA 95814, USAHeadquarters

1968Year Founded

VENTURE_UNKNOWNCompany Stage

501-1,000Employees