What you’ll do
In a few words…
Abarca is igniting a revolution in healthcare. We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning…
As the Technical Services & Support Supervisor, you will oversee and manage a team of highly skilled technical support technicians in an exciting and dynamic environment. You will guide the team to ensure timely and effective resolution of end-user requests, manage operational processes, and support continuous improvement efforts. This is a hands-on supervisory role, where you will also be expected to contribute to daily operations, troubleshoot escalated issues, and ensure that processes align with company standards and best practices.
The fundamentals for the job…
- Provide clear, concise technical support across all channels (phone, chat, tickets, email, and deskside), ensuring a delightful user experience. Communicate issue statuses to end-users and stakeholders professionally and promptly.
- Deliver end-user and technician training on technical processes, boosting team knowledge and operational efficiency to ensure a seamless user experience.
- Respond to incidents and requests accurately and within set SLAs, ensuring compliance with policies and standards.
- Lead and support new hire training and mentor all levels of technical support analysts. Manage team escalations, offering guidance on complex issues to ensure effective resolution.
- Using ITIL-based processes to streamline the ingestion, triage, prioritization, categorization, action, and resolution for incoming incidents, requests, and demands.
- Collaborate with cross-functional IT teams, to resolve issues and implement lasting solutions. Provide weekly team coaching and periodic 1:1 sessions to encourage continuous improvement and best practices.
- Manage user accounts, permissions, and access for new hires, contractors, and terminations, working to enforce security policies and protect corporate data and systems.
- Engage in project initiatives, including software deployments, system upgrades, device provisioning, and endpoint management.
- Identify and recommend process and quality improvements to enhance operational efficiency, streamline troubleshooting, and improve the experience for end-users and technicians.
- Develop and maintain thorough documentation, including knowledge base articles, procedural guides, and FAQs. Ensure all support interactions and resolutions are well-documented in the ticketing system for future reference.
- Generate weekly/monthly analytics on KPIs and other critical metrics to assess the Technical Support Team’s performance and activities.
- Maintain a monthly After-Hours Customer Service staffing calendar, ensuring complete shift coverage. Ensure team members remain engaged and productive throughout each workday.
What you’re made of
The bold requirements…
- Bachelor’s or Master’s Degree in Computer Engineering, Computer Science, Technology, or related field (In lieu of a degree, equivalent relevant experience may be considered.)
- 6+ years of experience in Information Technology Operations or related roles.
- 2+ years of experience in a technical leadership role.
- Strong experience with installing, configuring, and troubleshooting enterprise software and hardware, including laptops, peripherals, audio/visual, telephony, mobile devices (IOS and Android), etc.
- Strong experience with network troubleshooting, Microsoft Active Directory, Azure AD, Office 365, Remote Desktop support, and VPN.
- Strong technical skills with Microsoft software operating systems, including system administration of office 365 applications (Teams, Exchange, OneDrive, etc.).
- Expertise in analyzing and leveraging technical support team metrics and KPIs to align operational performance with strategic goals.
- Proficient in the deployment (imaging), installation, configuration, and troubleshooting of computer hardware, including Windows 10/11.
- Mid-level understanding of MacOS, including troubleshooting, software installation and configuration.
- Knowledge of scripting via PowerShell and Python for configuration management, queries, and automation (strongly preferred)
- Availability to work rotating or irregular shifts, on-call, including nights, weekends and certain holidays, per business / Ops needs.
- Excellent oral and written communication skills.
- We are proud to offer a flexible hybrid work model which will require certain on-site work days (Puerto Rico Location Only)
- This position requires availability to work in a specified time zone or working schedule, accommodating the business needs of our clients and team members.
- This position may require availability for on-call hours, including evenings, weekends, and holidays, to promptly address emergent issues or provide necessary support as dictated by operational demands (if applicable).
Physical requirements…
- Must be able to access and navigate each department at the organization’s facilities.
- Sedentary work that primarily involves sitting/standing.
At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca’s workforce reflects the communities it serves. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. “Abarca Health LLC does not sponsor employment visas at this time”
The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It’s simply meant to give readers an idea of what the role entails.
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