Tech Support Center Team Lead - Full-time / Part-time

Looking for your next opportunity? If so, choose Parkland and discover what a meaningful job feels like. Whether you work directly with patients or use your talent to support our care, you'll be part of a team that's providing valuable health services to Dallas County residents. And here, you'll have the opportunity to put all your skills to work, and the support to grow and advance in your job and your field. Step into a career that will make a substantial difference for our patients and for you. We blend cultures, talents, and experience into an exemplary health and hospital system. Parkland has earned distinction as one of America's Best Hospitals by U.S News and World Report every year since 1994.

PRIMARY PURPOSEMonitors and coordinates overall team activities, with specific focus on the Technical Support Center (TSC), workforce management, and IT service management. Assists manager with coaching and educating employees. Validates the IT service management provided by the team meets management and customer expectations. Acts as the point of contact and escalation for the TSC while the team manager is unavailable.MINIMUM SPECIFICATIONSEducation:- Prefer undergraduate degree in Computer Science or Business Management, Telecommunications, Information Systems, or a related field. Experience:- Must have 6-8 years of experience in a large, enterprise IT service management environment.- Must have experience in leading call center employees and operations.Equivalent Education and/or Experience:- May have an equivalent combination of education and experience to substitute for both the education and the experience requirements. Certification/Registration/Licensure:- Prefer ITIL (Information Technology Infrastructure Library) certification.- Prefer Comptia A+.Skills or Special Abilities:- Must be able to effectively plan, deliver, operate and control IT service management offered to Parkland customers.- Must be able to work closely with colleagues, peers, and leaders throughout the hospital to deliver a quality customer experience.- Must be able to develop solutions to resolve customer problems and explain the options clearly and completely to the customer.- Must have the ability to lead a team of call center analysts and ensure their work is quality checked.- Must have the ability to ensure staffing is maintained at approved resource levels based on staffing forecasts (WFM) and work activity; proactively advises on any staffing deficiencies or performance factors that may impact operational performance.- Must be able to collaborate with other Parkland IT departments to support technology implementations (e.g. Technical Services, Desktop Support, Telecommunications, End User Communications)- Must have ability to work independently, excellent organizational, written and verbal communication skills in order to interact with customers and internal IT staff members.- Must have ability to troubleshoot, identify and resolve problems related to IT systems, applications and devices. - Must be customer service oriented; and manage time to meet the demands of the environment.- Must be able to develop and maintain operational processes and standards and assists in implementing innovative methodologies to continually streamline and improve call center operations.- Must be able to participate during IT service interruptions and outages to assist in identifying root cause for issues and incorporate findings into the problem resolution and management process.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.

Associated topics: assist, deskside, desktop, help, information technology analyst, support, technical, technical support, technical support specialist, technician