Regional DTS Supervisor - Santa Fe​/Española Area

Albuquerque Location
• Field Services

• Provide first-level technical support for hardware and software problems, (Microsoft Office, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony, etc.).
• Support multiple clients
• Identify and document customer issues clearly and accurately
• Escalate unresolved tickets to appropriate internal teams as needed
• Accurately assign ticket urgency and impact following ITIL best practices
• Assist clinicians—including doctors, nurses, and therapists—with EHR usability
• Deliver outstanding customer service through clear communication, patience, and empathy

This key DTS Supervisor position is a role requiring an individual that has experience with IT Service Management Coordinator tasks, as well as overseeing desktop technicians for the client contract. The chosen individual will oversee and provides leadership to onsite Desktop Support Team at their designated location(s), as well as providing ticket coordination tasks to core client systems and applications. The DTS Supervisor must be able to make high level decisions that can and will directly affect the end user.

This individual is also responsible for ensuring employee, client and end-user satisfaction. Additionally, this role will be instrumental in the delivery of ITIL Service Management, applications, desktop and mobility strategies, inventory management, day to day issue resolution and license management.

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability to be a Customer Success Manager. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Build and maintain strong relationships with client leadership on behalf of Unity.
• Ensure team alignment with the ITIL Service Delivery Model.
• Demonstrate leadership that reflects Unity’s values and supports team effectiveness.
• Produce weekly/monthly SLA and KPI reports and drive service recovery for any violations.
• Improve and maintain positive client customer satisfaction scores.
• Lead Root Cause Analysis to prevent recurring issues or escalations.
• Personally respond to major incidents and ensure full executive-level satisfaction.
• Review incident/request findings and provide recommendations for resolution.
• Analyze operational metrics to identify trends and drive process improvements.
• Ensure all SLA, KPI, and contract requirements are consistently met with high quality.
• Participate in client operational meetings and relay key expectations to Unity leadership.
• Develop and maintain policies and procedures for issue identification and resolution.
• Support and participate in IT-related projects.
• Collaborate with Unity teams across Albuquerque to ensure consistent practices and initiatives.
• Manage hiring, training, scheduling, performance, and corrective actions for team members.
• Hold monthly one-on-one meetings with direct reports and document in HRM.
• Manage team schedules to ensure 7-day operational coverage.
• Own, manage, and resolve escalations to successful completion.
• Drive effective team communication through regular meetings and updates.
• Complete additional duties as assigned.

• Work directly with client project management office on required tasks
• Attend and report on Daily Operations Huddle the relevant topics to DTS
• Attend and contribute to the Weekly Operations Client meeting
• Provide backup support to other zones during PTO
• Participate in Root Cause Analysis sessions to better serve clients

• Required to sit, walk, stand, bend over or stoop on a regular basis.
• Travel may be required
• Ability to operate a computer keyboard, mouse and to handle other computer components
• Must be able to lift/transport moderately heavy objects, such as computers, devices and peripherals up to 50 lbs.
• Flexibility to work off schedule when needed.
• Must keep Unity
  
  BPO, patient, and client information confidential.

• Demonstrated success leading a team of 5+ DTS Technicians and projects personnel.
• Direct…