Supervisor, Wireless Services

Department Overview

The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions. The Unified Communications Wireless Services (UCWS) Team is responsible for technical and operational support, training, analysis, and management of wireless devices. This includes adding, deleting, billing, and maintaining devices, messaging groups, Spok Mobile secure messaging, Vocera, cell phones, training, and mobile communication equipment for OHSU. The UCWS team must ensure databases are accurate and current. As OHSU ITG Wireless Services is a Service Center, it is critical that the UCWS team bills the customers accordingly. The Wireless Office is the first and second tier support for troubleshooting core mobile applications on mobile devices, such as secure messaging, MDM, approved email and calendaring clients, and Teams.

Function/Duties of Position

Functional Management

• Optimizes customer satisfaction as it relates to the services, life-cycle, and support of wireless device technology.
• Supervisors Computer User Support Analysts. Hires, trains, evaluates, and mentors staff. Provides daily oversight that includes timely performance feedback coupled with mentoring opportunities; prepares and delivers employee performance reviews; plans and conducts weekly individual and combined staff meetings. Leads Grow conversation and personal development plans and provides regular feedback and assistance in helping staff members understand their performance level as applied to OHSU and ITG policies, procedures, missions, goals, and technical directives.
• Oversees the Wireless Services phone/work/device requests including staffing levels, response times, service desk performance and call lengths using ITG provided technology tools to meet or exceed established metric targets.
• Manages line staff to ensure group is meeting all defined metrics/SLAs.
• Tracks workflow appropriately using current ITG work tools.
• Responsible for accurate inventory control for wireless devices to include emergency/backup pagers, cell/smart phones, cellular tablets, and Vocera badges and systems.
• Manages response to problem tickets under established response times and resolves and/or escalates appropriately.
• Facilitates creating and maintenance of all documentation pertaining to wireless device support and service.
• Works with OHSU customers to develop short and long-range plans for upgrading devices and other technologies. Works with staff to deliver “just in time” training and business solutions for wireless technology users. Supervises the daily activities of the Wireless staff.
• Creates and implements training programs for staff, encourages staff professional development, and conducts performance evaluations with staff. Develops and maintains performance standards for staff on the team and disseminates documentation pertaining to work unit operation procedures and policies.
• Responsible for adjusting required certifications, training, support standards, and service levels to accommodate new technology as it evolves and is sanctioned by ITG.
• Fosters and maintains a positive, collaborative team environment.

Relationship Management

• Responsible for seeking opportunities to improve the work and work environment to better meet the needs of internal and external customers.
• Work closely with areas within ITG to implement technology in support of Wireless services. Provide consultative services to administration, staff and faculty regarding telecom wireless services capabilities. Partner with other OHSU departments that provide customer service to the user community.
• Represent ITG/UC and Wireless Services as appropriate on committees.
• Maintains excellent working relationships with OHSU customers and department leadership.
• Works closely within ITG management in order to facilitate transparent communications and collaborative solutions.
• Works closely with ITG work unit managers to develop consistent processes and procedures that enable the staff to deliver excellent customer services.
• Establishes a process to continually review and evaluate customer feedback and provides management reports that measure critical success factor trends.
• Works closely with Manager in reviewing, setting, and justifying rates to be charged back.
• Maintains objectives in support of OHSU messaging /cellular /vocera applications and strategic direction. Participate in development, implementation and application of wireless policies and procedures.
• Responsible for working with vendors regarding invoicing, billing issues, continuity of services, support, and understanding vendor road maps.

Technical Support and Services

• Provides advanced support for installation, usage, and maintenance of core and environment-specific systems, devices, and software.
• Supports, monitors, tests, and troubleshoots hardware and software pertaining to equipment used in conjunction with the OHSU Network environment; triages and creates trouble tickets.
• Performs complex analysis/troubleshooting to resolve problems with hardware and software; analyzes, troubleshoots and resolves complex user problems.
• Acts as the escalation point for software, hardware, and/or networking problems that require a higher-level troubleshooting/diagnosis that can be provided within the work unit; when necessary, escalates to Tier 3/engineering support or outside vendor.
• Provides customer consultation, guidance, and assistance for wireless device purchases.
• Develops and/or participates in testing to assess the effectiveness and utility of temporary and permanent solutions for problems discovered.
• Develops and maintains knowledge base for support; works with other ITG groups to identify and verify information for knowledge base entry; provides information to OHSU community regarding wireless services.
• Consults with hardware, software, and device vendors to assist customers with selection and understanding of needed products and services.

Continued Professional Development

Other duties as assigned

Required Qualifications

Education and Experience

• Bachelor’s degree in a computer-related field or equivalent experience, and 3 years of related supervisory or leadership role experience.
• Significant organizational and management skills, specifically within a large organization.
• Experience in complex technology environment, including hands-on experience in direct customer support.
• Voice, Paging and Wireless telecommunication services - Cellular & paging service provisioning to customers, and from service and equipment providers (billing, service offerings, ordering business services & equipment).
• Experience with dedicated billing and asset management platforms or applications.
• Experience with vendor relationships, especially as related to hardware/software/system purchases.
• Demonstrated experience in performing user training curriculum.
• Demonstrated experience in direct customer service delivery.

Knowledge, Skills, and Abilities

• Strong verbal and written communication skills and professionalism.
• A working understanding of current issues in hardware, software, mobile applications, wireless network, technologies, and devices.
• Excellent customer service skills, success in working on a team and in leading successful projects.
• Broad range of knowledge of information technology services and solutions, specifically in the cellular, secure messaging, and wireless areas.
• Knowledge of customer service measurement and performance improvement principles and tools.
• Ability to operate in a highly stressful environment, demonstrating good judgment and creative, original thinking to address the demands of the business.
• Understanding of best practices concepts.
• Skilled in overseeing projects in a multi-tasking, multidisciplinary environment.

Preferred Qualifications

• Experience in a healthcare, academic, or research environment.
• Demonstrated experience in project management is strongly preferred.
• Experience in a Union environment.
• Demonstrated experience in creating and managing user training curriculum.
• Experience with mobile services and equipment provided to first responder roles.
• Project coordination or project management.

Additional Details

This shift is Monday - Friday from 7:30am - 4:00pm. On rare occasions, the Wireless Services Supervisor will be required to come into work outside the normal shift for emergencies that are not preceded by advance notice. Position requires travel to other OHSU facilities on the Marquam Hill main campus and other building locations.

All are welcome

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or [email protected].