Team Lead, End User Support - San Juan Regional Medical Center

Team Lead, End User Support - San Juan Regional Medical Center Farmington, New Mexico, United States Job Description San Juan Regional Medical Center and Cerner have a highly aligned mission, vision and values which makes this opportunity the ideal role for anyone looking to blend a nursing career with IT providing onsite client support. Located in the beautiful San Juan River Valley in northwest New Mexico, San Juan Regional Medical Center is a 194 bed, level III trauma center including state-of-the-art operating suites and 165 private patient rooms with fresh air balconies. As a non-profit, community owned hospital, San Juan Regional Medical Center serves the Four Corners area of New Mexico, Arizona, Colorado, and Utah. SJRMC is committed to good stewardship principles to enhance services and care for our patients. As a Team Lead, End User Support, you will manage associates responsible for performing solution-related service request investigation, incident resolution, and application maintenance. You will be responsible for directing the day-to-day operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. This includes monitoring production support ticket queues and managing the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You will also analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity. In this role, you will identify client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations including planning, delegating and directing the teams day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team. You will also be responsible for communicating policies, practices and procedures within immediate area of responsibility to stakeholders within the team. You will also identify and plan team-level quality and process improvement initiatives, deliver consistent and timely training, guidance and feedback to encourage associate success and provide input on staffing and performance decisions for direct reports. You are also responsible for leading and supervising a team of associates. Additional Information Virtual Eligible Job No Relocation Assistance Available for this Job: No Qualifications

• At least 5 years of total combined higher education and related work experience including:
  • At least 1 year of customer service, call center, hospitality and/or technical support work experience
  • At least 4 years of higher education and/or additional work experience directly related to the duties of the job

• Bachelors degree
• At least 1 year of people management, matrix management, project management or other indirect leadership work experience

• Must reside in or around the Farmington, NM area
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
• Perform other responsibilities as assigned