Supervisor of Systems Support

Job Description

Job Description

Supervisor of Systems Support

Location: Birmingham, AL

Work Schedule: Hybrid schedule with regular work onsite at the VIVA HEALTH corporate office and some work-from-home opportunities.

Job Summary

The Supervisor of Systems Support will provide leadership and supervision over support staff and activities in the Systems Support department. This individual oversees the resolution of software and hardware related problems and manages the support team performance. This individual will also be responsible for assigning priority to incidents to ensure minimal downtime.

This position will travel to locations within the VIVA HEALTH service area through a reliable means of transportation insured in accordance with Company policy.

Why VIVA HEALTH?

VIVA HEALTH, part of the renowned University of Alabama at Birmingham (UAB) Health System, is a health maintenance organization providing quality, accessible health care. Our employees are a part of the communities they serve and proudly partner with members on their healthcare journeys.

VIVA HEALTH has been recognized by Centers for Medicare & Medicaid Services (CMS) as a high-performing health plan and has been repeatedly ranked as one of the nation's Best Places to Work by Modern Healthcare.

Benefits

• Comprehensive Health, Vision, and Dental Coverage
• 401(k) Savings Plan with company match and immediate vesting
• Paid Time Off (PTO)
• 9 Paid Holidays annually plus a Floating Holiday to use as you choose
• Tuition Assistance
• Flexible Spending Accounts
• Healthcare Reimbursement Account
• Paid Parental Leave
• Community Service Time Off
• Life Insurance and Disability Coverage
• Employee Wellness Program
• Training and Development Programs to develop new skills and reach career goals
• Employee Assistance Program

See more about the benefits of working at Viva Health -

Key Responsibilities

• Supervise the day-to-day operations and monitor assignments for Systems Support.
• Develop and document procedures to ensure Service Level Agreements are maintained and ensure staff completes tasks according to the procedure.
• Serve as a point of contact for issue escalation and coordinates communication for department maintenance and downtime events.
• Under limited supervision, ensure department initiatives and goals are met.
• Create more efficient workflows for the company through automation of processes.
• Assign priority to incidents based on impact and urgency.
• Analyze system, hardware, and personnel levels to plans for growth or change in capacity.
• Coordinate hardware procurement and deployment in conjunction with application deployments.
• Manage staffing levels to ensure appropriate coverage and response time for the company.
• Manage vendor support contracts and service agreements.

REQUIRED:

• Bachelor’s degree in Computer Science or related field or equivalent work experience
• 5-7 years’ experience in tech support
• Self-motivated and driven with attention to detail
• Ability to present ideas and solutions in a user-friendly language
• Proven analytical and problem-solving skills with the ability to effectively prioritize and execute tasks
• Extensive application support experience with hands-on software and hardware troubleshooting experience
• Extensive working technical knowledge of networks, communications, and operating systems; including Voice Over IP
• Valid driver's license in good standing

PREFERRED:

• Leadership experience in a support service role