IT Supervisor

Description

Do you wake up every morning inspired to solve problems and make a meaningful impact in healthcare? If so, we want to hear from you.

At Innovista Health, we're leading the effort to drive transformative change in healthcare. We are a full-service value-based care and managed service organization that partners with independent providers to help them navigate, succeed, and thrive in value-based care.

Founded in 2013, Innovista Health offers solutions for providers at every point along the continuum of value-based care, ranging from care management, provider/ACO enablement, and quality improvement to performance insights, reporting, and managed administrative/payment services.

While Innovista Health’s main offices are in Oak Brook, IL and Houston, TX, we have remote employees throughout the US.

We're thrilled to announce a dynamic opportunity for you to become an integral part of our Oak Brook, IL team. As an on-site contributor, you'll play a key role in pioneering a pathway toward a more streamlined and effective healthcare system.

Job Summary

The Supervisor of Onsite Desktop Support oversees the day-to-day operations of the desktop support team, ensuring prompt and efficient resolution of hardware, software, and network issues. This role involves leading a team of support technicians, providing onsite technical assistance, and implementing best practices to enhance user experience and system reliability.

Team Leadership

• Supervise and mentor onsite desktop support technicians.
• Conduct regular team meetings and performance reviews.
• Provide ongoing training and development for team members.
• Ensure adherence to company policies and procedures.
  
  

Technical Support

• Provide hands-on, onsite technical support for desktops, laptops, printers, and peripherals.
• Troubleshoot and resolve hardware and software issues, including operating systems and applications.
• Ensure timely resolution of support tickets and effective communication with end-users.
  
  

Incident And Problem Management

• Manage and resolve technical incidents and problems.
• Escalate issues to higher-level support or vendors as needed.
• Maintain accurate records of incidents, changes, and service requests.
• Analyze recurring issues and implement preventive solutions.
  
  

System Maintenance And Setup

• Oversee setup, configuration, and deployment of new desktops, laptops, and peripherals.
• Ensure proper maintenance and updates of desktop systems.
• Manage inventory of IT assets and ensure proper documentation.
  
  

Operational Efficiency

• Develop and implement desktop support policies and procedures.
• Identify and implement process improvements to enhance support operations.
• Monitor and report on key performance indicators (KPIs) for the desktop support team.
  
  

User Training And Support

• Provide training and support to end-users on IT-related topics and best practices.
• Create and maintain user guides, FAQs, and other support documentation.
• Conduct regular user satisfaction surveys and take action based on feedback.
  
  

Security And Compliance

• Implement and enforce IT security policies to protect company data and systems.
• Ensure compliance with data protection regulations and company policies.
• Conduct regular security audits and vulnerability assessments on desktop systems.
  
  

Vendor Coordination

• Coordinate with external vendors for support, repairs, and procurement of desktop hardware and software.
• Evaluate vendor performance and manage vendor relationships.
  
  

Office 365 Collaboration Tools

• Support and manage Office 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Provide training and support for end-users on Office 365 collaboration tools.
• Troubleshoot and resolve issues related to Office 365 applications.
  
  

Intune Management

• Manage and support Microsoft Intune for device management and security.
• Configure and deploy policies, applications, and updates using Intune.
• Provide training and support for end-users on Intune-related topics.
  
  

Network Support

• Assist with network troubleshooting and support, including TCP/IP, DNS, DHCP, and VPN.
• Coordinate with network administrators to ensure seamless connectivity for end-users.
• Conduct regular network performance assessments and report findings.
  
  

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 3+ years of experience in desktop support or a similar role.
• At least 1 year in a supervisory or leadership position.
• Strong technical knowledge of desktop operating systems (Windows, macOS), hardware, and software applications.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with network concepts and basic troubleshooting (TCP/IP, DNS, DHCP).
• Experience with IT asset management and ticketing systems.
• Strong leadership, communication, and interpersonal skills.
• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar are a plus.
• Experience with Office 365 collaboration tools and Microsoft Intune.
• Background in network support and troubleshooting.
  
  

Benefits

We are committed to creating a culture where everyone feels important, welcomed, and included. We demonstrate this commitment by offering a comprehensive benefits package that fosters opportunities for growth and advancement and supports the physical, mental, and financial wellbeing of our team members.

HEALTH & WELLBEING

• A choice health coverage, including HMO and PPO, plus Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Dental and vision coverage
• Company-paid benefits (short- and long-term disability, employee life, and accidental death and dismemberment)
• Employee Assistance Program
• Discounts and perks on gym memberships, shopping, travel, recreation, and more
  
  

FINANCIAL GROWTH

• A yearly discretionary bonus
• 401(k) with a company match
• Rewarding employee referral bonuses
  
  

WORK/LIFE BALANCE

• Generous paid time off policy that increases with tenure
• Nine paid company holidays + Diversity Days
• Paid Parental Leave (up to 6 weeks, subject to applicable waiting period)
• Potential to work hybrid or remote and/or create a flexible work schedule (role specific)
  
  

JOB SATISFACTION & ADVANCEMENT

• Clear career advancement and growth pathways
• Continuous education opportunities
• Diversity, Equity & Inclusion Committee with various Business Resource Groups you can join
• Company-wide socials and gatherings
• "Dress for Your Day" policy
• An open-door policy that encourages direct communication with our CEO and upper management, fostering transparency and inclusivity in our work culture
  
  

Benefits may be subjected to an applicable waiting period.