Supervisor, End User Services

Location: Broomfield, CO, United States of America

Corporate

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service. ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology—an industry first—to the world’s only wearable defibrillator, our capabilities and features set us apart. But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

Job Summary:

The Supervisor, End User Support role is responsible for providing direction, guidance, and instruction to the End User Support team staff to meet the technology support needs of our users, setting a high bar for excellence, and lead high performing teams that will deliver extraordinary service. To accomplish this, you will be required to assign tasks to team members, monitor the completion of assigned tasks, communicate clear instructions to staff and users, enhance policies and procedures, and create and maintain reports and dashboards to give stakeholders regular updates on the team’s progress. Members of this End User Support team will be direct reports to the Supervisor.

Essential Functions:

  • Lead, empower, and motivate Global IT End User Services team through mentorship and coaching to continue to grow professionally.
  • Cultivate an open, collaborative, and fun work environment for yourself and your team.
  • Conduct regular one on ones with staff to track / follow up on mentorship, coaching, goals.
  • Conduct performance reviews.
  • Provides metrics and status reports to the Manager, End User Services, regularly on progress of team
  • Maintains business intelligence environment integrated into the ticketing system and become the go-to expert on report and dashboard creation for providing metrics and status reports to stakeholders
  • Prioritizes and delegates work within team to ensure highest level of customer service and satisfaction
  • Regularly meets with business owners to ensure all support expectations are being met
  • Creates & updates documentation, procedures, and processes used by the team
  • Ensure team members are trained on all processes and follow them accordingly
  • Assist the End User Services team with documenting, deploying, maintaining, analyzing, troubleshooting, and repairing computer systems and computer peripherals
  • Oversee the documentation, deployment, maintenance, and upgrades of all computer software systems.
  • Supports and maintains user account information including rights, security, and systems groups.
  • Resolves more technical incidents and requests for IT related issues
  • Ensures security and privacy of company data and equipment
  • Oversee the onboarding, offboarding and maintenance of all user accounts
  • Regularly engage with 3rd party teams (Managed Service Providers, B2B Sales, Mobile Support Vendors, etc.) to manage SLA’s and ensure satisfactory service is being provided to our user base
  • Navigate complex supply chain issues to ensure staff has IT equipment (laptops, peripherals, software licensing) in stock and available to complete their duties
  • Works on project teams as assigned to complete work correctly and on schedule

Skills Requirements:

  • Innate curiosity about technology and how technology can solve problems

  • Strong technical documentation skills.

  • Ability to communicate, socialize and coordinate technical matters effectively throughout the organization.

  • Develop workflows that integrate with ticketing system.

  • Works well under pressure and maintain composure during difficult customer Interactions

  • Skilled In leading teams and individual contributors, coaching, and facilitating service improvement

  • Skilled at motivating and driving engagement in direct reports

  • Team-oriented with strong staff leadership and motivating experience

Required/Preferred Education and Experience:

  • High school diploma or general education degree (GED) required.
  • CompTIA, Microsoft, HDI, ITIL or other industry standard trainings or certifications preferred.
  • Technical degree preferred
  • 4 – 6+ years of experience in the field or in a related area.
  • Familiar with a variety of the field’s concepts, standards, practices, and procedures.

NOTE: Salary.  $85,000.00 - $92,000.00 salary. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of ZOLL’s total compensation package for employees. In addition, ZOLL provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.  Essential and marginal job functions are subject to modification.

 

ZOLL Medical Corporation appreciates and values diversity.  We are an Equal Opportunity Employer M/F/D/V. 

 

ADA:  The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990