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Job Id: 85132 Title: Software Support and Training Lead Location: REMOTE & Candidate Must Be Local - 1575 Sherman St 2nd Floor Denver, Colorado 80203 Duration: 12 Months Description: The Software Support and Training Lead will support the primary interface between the Behavioral Health Administration and Colorado's behavioral health providers who are using a new technology system called BHA Provider Services. This role will be responsible for supervising and supporting the team responsible for training new and existing users, responding to help desk queries, and working with the product team to provide feedback from users for continuous platform improvements. Though this position will report remotely, it may require reporting in person on occasion to Colorado Department of Human Service offices in the Denver area. Primary Duties Include:
- Responsible for the day to day stability of the team. Directs and monitors the work effort of others to ensure the team operates smoothly and efficiently.
- Develops, administers, implements, and communicates consistent practices and processes for the team
- Ensures resolution of outstanding issues; directs and supports the team's work efforts, maximizes productivity, and achieves short term goals.
- Directs the completion of work based on prioritizations; sets team up for success by establishing goals, action plans, deadlines, and standards
- Closely tracks efforts to confirm work is performed according to established standards.
- Leads and influences the team's best work by serving as an escalation point, solving routine problems, and providing instruction and guidance to ensure full understanding of designated activities
- Supporting the coordination of publication for training materials so that users can self-support and self-train
- Supporting the training of new users on the product
- Supporting the training of existing users on new product features
- Supporting team members and serving as the lead in:
- Responding to help desk queries from users of the platform
- Providing first line support to users of the platform
- Helping users troubleshoot software issues
- Flagging critical software errors to the vendor hosting the platform
- Identifying next steps to solve errors while being available and communicative with users throughout the process
- Documenting and tracking issues
- Supporting team members and serving as the lead in user management (eg., adding new users to the platform, removing users, password resets)
- Working with the product team to improve the platform by analyzing patterns across helpdesk tickets
- Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base
- Two years of lead/supervisory experience
- Five years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position.
- One year experience in establishing and setting up a help desk environment
- One year experience in establishing help desk processes
- A Degree in Information Technology, Computing Studies or a related field will substitute for the required experience on a year-for-year basis.
- Ability to motivate and influence others
- Ability to effectively lead a team
- Ability to set goals, work independently, and drive results
- Diplomatic, persuasive, and tactful with excellent verbal and written communication skills required
- Excellent interpersonal skills
- Self-motivated and able to effectively manage time and tasks.
- Ability to solve complex problems, participate in continuous improvement, and adapt to the ideas of others.
- Technical versatility and creativity to deliver and contribute ideas/solutions