IS Support Supervisor (10249-200)
Wakefield, MA

Job Description

American Dental Partners' vision is to be the leading business partner to dental group practices in the nation. Our mission is to elevate the practice, profession and delivery of oral care. For 20 years and counting, we've empowered and supported our team members with leading edge technology, professional development, and education to build healthy, enduring community based dental group practices.

The IS Support Supervisor is a new role within the Information Services group at American Dental Partners Inc, reporting to the IS Manager. The IS team provides technical support of all company locations, which includes over 300 dental practices organized within 20 affiliate groups throughout the US, as well as resource groups in Massachusetts and Minnesota. The team is currently focused on improving IS customer service by developing a self service portal offering internal users with a full catalog of IS services, to ensure problems and requests are routed accurately and efficiently to ensure a timely resolution. The IS Support Supervisor will play a key role in the success of the Help Desk, by participating in the hiring of new staff members, configurating a new ticketing system, defining process workflow, and creating a knowledge base. Additionally, the Supervisor may participate and lead several key projects in support of production systems and services including telecommunications, networking, and mobile device management.

Responsibilities Include:

* Help build new Help Desk ticketing system by configuring workflow automation, self-service options, import user and ticket data, develop knowledge base articles for analysts and end users
* Support and supervise the processing of incoming Help Desk requests via self-service and e-mail to ensure courteous, timely, and effective resolution of end user issues
* Provide tier 2 remote support of company desktop hardware and software, networking, phone, and radiography equipment
* Coordinate on-sight vendor support between dental practice managers and service providers
* Define, support, and maintain shift schedules to ensure coverage during business hours (Mon-Sat)
* Participate in on-call rotation supporting the IS Priority 1 Incident Management process
* Analyzes performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
* Tracks and analyzes trends in Help Desk requests and generate statistical reports
* Help to establish staff training and development programs
* Support the Dental Practice acquisition process by participating in project team meetings, coordinate the procurement, configuration, and installation of new systems. Provide onsite support as needed.
* Monitor, manage, and assign work to technical staff; frequent follow up to ensure work is being completed in accordance with expectations
* Implement the latest technology to improve the operational efficiency and reduce the cost for all locations - Conduct risk management to avoid possible disaster
* Gather business requirements pertaining to acquisitions and service installations during scheduled project meetings
* Provide technical and administrative direction to team members regarding desktop, server, network, application, and business processes
* Host and mediate recurring project meetings for members of the team and other stakeholders to ensure that project timelines and requirements are being met and communicated to adjacent teams
* Administer and support an Office 365 environment as a user and mail-based administrator
* Determine the need for the addition or change of software updates, drivers and configurations throughout the execution of projects and break-fix incidents
* 15% travel

Required Skills

Required Skills:

* Bachelor's Degree in IT related major preferred and/or related technical experience
* Five or more years of related technical and supervisory experience in supporting Desktop hardware/software, Wide Area Network, Local Area Network, Active Directory, Mobile Device, and Telecommunications systems
* Excellent communication and customer service skills
* Ability to manage multiple high priority initiatives in a fast paced highly technical environment
* Experience with maintenance of a Help Desk ticket tracking system/incident management database
* Expert PC hardware, software, and network troubleshooting experience
* Proven management and organizational skills, including experience leading, building and successfully managing teams and projects

AMDPI offers a competitive salary and excellent benefit package including a 401k, health insurance and a professional work environment. To learn more about American Dental Partners please visit our homepage at www.amdpi.com.