The Senior Support Team Lead will manage associates responsible for performing solution-related service request investigation, incident resolution, new equipment installations, and support technical projects. As the lead of this team, you will oversee the operations of the workstation support and asset management teams. Your responsibilities will include managing production support ticket queues and the creation and maintenance of knowledge documents to support business processes to deliver more efficient problem identification and resolution. You will also ensure client policies and processes are adhered to in relation to asset management and you will maintain appropriate inventory levels. You will collaborate with other IT departments as needed to support project implementations. You will also analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity while also identifying trends and propose solutions to mitigate issues related to client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations.
Applicants for U.S. based positions with Cerner Corporation must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Some Cerner positions may be obligated to comply with client-facing requirements and occupational health requests, including but not limited to, an immunization set, an annual flu shot, an annual TB screen, an updated background check, and/or an updated drug screen.
Bachelor's degree in Information Systems, Computer Science, Engineering, Computer Information Systems, Management Information Systems, Business Administration, or related field, or equivalent relevant work experience
At least 5 years technical work experience
At least 2 years people management work experience
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
Must live in or be willing to relocate to the San Diego, CA area