POSITION SUMMARY

Under the direction of the VP of Technology and Innovation, the Technology Supervisor oversees

a team of technical support staff. This position is accountable for performing both personnel

supervision and deployment of technical solutions in a cross-functional environment. Services

under this function include desktop services, network communications, cybersecurity, technology

infrastructure, and Microsoft administration.

This is an exempt position reporting to the Vice President of Technology & Innovation.

Essential Functions

• Lead, develop, and manage an ambitious high-performing team

o Coordinate and deliver developmentally appropriate training and supervision to

ensure all services are provided in alignment with department standards and

Bayless’s mission

o Monitor and assess staff morale and build team continuity; Capable leader,

advisor, mentor, and coach; someone who motivates and inspires

o Actively participate in performance management activities

Routine and scheduled supervision meetings

Quarterly reviews

Monitor and address performance concerns

Functional audits

o Cultivate and foster a culture of constant improvement, identifying, and

implementing projects to increase effectiveness and efficiency

• Manage, direct and coordinate technology support activities, including first call

resolution, incident management processes, and assignment of Support desk duties and

tasks

o Implement project deliverables on time, within budget and in accordance with

specified levels of quality

o Effectively measure and report results of service in terms that they see as

valuable and understandable

o Ensures service levels and quality of service business objectives are being met,

customer service quality and positive interfaces with customers

o Deliver frequent, continuous, and effective communications across IT&S and

other departments, via both formal and informal channels/mechanisms.

o Monitor security/compliance/performance of data, network access, backup

systems, licensing

Technology Supervisor

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This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are

required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Develop and execute plans that enable successful business operations and, when

applicable, business transformation

o Establish and maintain disciplined and consistent use of established

methodologies, tools, and techniques to plan, organize, accurate and controlled

delivery of IT products and services

o Monitor resource allocation; Keep in line with tactical plans and priorities

o Provide input to IT service and product strategies

• Proactively monitor business needs as related to current best-practices and

advancements in technology

o Re-align project work/resources as appropriate

o Partner to communicate new solutions & assist with solution development

• Other duties as assigned

Education and Experience Requirements

• 3-5 years’ experience providing similar IT services with at least one year experience in

a lead or supervisory capacity

• Associate’s or Bachelor’s degree in IT infrastructure, networking, on-prem and/or cloud

environments (preferred)

• ITIL certification

• Ability to define problems, collect data, establish facts, and draw valid conclusions from

complex technical material and other inputs

• Intermediate project management, organization, process improvement and

documentation skills

• Intermediate to advanced analytical and critical thinking skills

• Strong communication, presentation, and persuasion skills

• Highly collaborative and able to build trusting relationships across a diverse workforce

• Adept at leading change in a complex and geographically dispersed organization

Tools and Equipment Requirements

• Up to date with advancements in office gadgets and applications (i.e., phone, computer,

printer, copier, etc.)

• Must have superior computer skills and demonstrate proficiency in the use of

productivity software (MS Office) and electronic medical record software

• Microsoft 365 full solution (productivity products, Azure, set-up/administration, etc.)

• ITSM solutions and tools

• Telecom products

Physical Working Conditions and Office Setting Description

• This position is in-person based on the assigned department’s business needs.

• Some travel required to field locations to facilitate execution of responsibilities.

o Must be able to travel to locations other than primary worksite

o Driver’s license and valid insurance may be required when operating a personal

vehicle