Accanto Health is hiring: IT Support Supervisor in Northwoods

Overview

Our vision is a world of peaceful relationships with food, weight, and body image, where everyone with an eating disorder can experience recovery. We believe that exceptional, individualized care leads to lasting recovery from eating disorders. That’s why our teams are comprised of compassionate, dedicated professionals from a variety of backgrounds who collaborate to provide the very best evidence-based care for our clients at all levels of care.

Position Overview

The IT Support Supervisor has oversight of the day-to-day operations of the IT Support team, acting as the primary escalation point for issues. The IT Support Supervisor will liaison between the IT Support and IT Infrastructure teams, escalating issues that require deeper analysis or more advanced troubleshooting. The role also involves continuing to work tickets and phones to stay connected technically with the team and the Accanto environment. Success is measured by SLA performance, phone queue management, adherence to Core Responsibilities, proactive team engagement, regular staff feedback, and identifying opportunities to improve or optimize processes.

Schedule

• Mon–Fri, standard office hours
• Hybrid on-site 2 times per week near Columbus, OH or Minneapolis, MN

Travel

Quarterly on-site visits to sites for team engagement and assistance during outages.

Compensation

$68,000.00 – $72,800.00 pay range, aligned with experience.

Key Responsibilities (Empower Recovery)

• Provide support and technical troubleshooting for incidents and requests, working with end-users remotely and in person; typically at L2 and L3 levels.
• Oversee day-to-day team operations, tactics, and processes.
• Ticket Supervision
  • Manage tickets and escalation as the first point of escalation.
  • Address technical L3 issues and interface with Infrastructure for root-cause analysis.
  • Monitor SLAs for ticket response time by watching ticket queues.
  • Coach staff on tickets; ensure thorough, timely communication and adherence to process with clear summaries.
• Coordinate with RC Contact Center to ensure agents are online and available during business hours and critical times.
• UKG Staff Supervision
  • Timesheet corrections, approvals & OT monitoring; PTO approvals.
  • Performs all other duties as assigned.

Qualifications

Education Qualifications

• Associate’s degree (AA) or higher in computer science or related field preferred.
• CompTIA A+ Certification preferred (or plan to obtain within 1 year of hire).

Professional Qualifications

• At least 3 years in an IT support role with ticket and call management required.
• At least 1 year of supervisory experience, coaching a team.
• Advanced proficiency with Active Directory and Office 365 in Windows environments.
• Familiarity with ITIL/ITSM principles; certification preferred.
• Experience working in multiple AD domains preferred.
• Experience with ServiceNow, Microsoft Intune and Autopilot, VPN, Microsoft Azure, BitLocker, Edge, Chrome, RingCentral, Concur, Microsoft Authenticator, SharePoint, Adobe; ability to learn new programs as needed.

What we offer

Employee Benefits

We offer a range of plans to meet the needs of full-time employees, including:

• HSA and PPO insurance with HSA or FSA options (Blue Cross Blue Shield)
• Vision insurance (EyeMed)
• Short-term and long-term disability insurance
• Company-paid life insurance
• Company 401(k) matching for up to 50% of your contribution, up to 6% of compensation

PTO and holidays: seven paid holidays and one floating holiday in addition to regular PTO, with accrual beginning in the first pay period.

How to Apply

Create a Job Alert

Interested in building your career at Accanto Health? Get future opportunities sent straight to your email.

Note: This description focuses on the position and does not include application form fields or external verification sections.