Supervisor, IT Engineering (Voice)

Summary

CHS has an exciting opportunity in the information technology group. We are looking for a Supervisor, IT Engineering (Voice), that will lead a team to deliver modern voice communication products and technologies to the organization as we modernize and transform the business. This role will be accountable for the formal supervisory responsibilities of ensuring task prioritization and completion, activity coordination with stake holders, help defining policies, procedures, processes, and best practices not just for Projects but also for Production Support. This role will ensure quality, efficiency and effectiveness of their own team, and help implement operational excellence. This role will also be responsible to work independently, lead others to solve complex problems, drive change and innovation, exhibit forward thinking and planning adhering to the organization's vision and value.

To be considered for this position, qualified candidates must reside in the Minneapolis/St. Paul, MN surrounding area to work a HYBRID schedule (3+ days per week) at our corporate office located in Inver Grove Heights, MN.

Responsibilities

• Use critical thinking and judgment to identify and resolve day-to-day technical and operational problems.
• Ensure that incidents/problems are managed through resolution and ensuring timely root cause analysis when necessary.
• Prioritizing tasks, ensuring task completion, meeting operational objectives, coordinating work activities with value streams, other technical teams.
• Ability to be a strong working leader who can work independently, lead others to solve complex problems, use sophisticated analytical thought and judgement to identify innovative solutions.
• Supervise daily activities of team members (experienced, senior and expert level Voice Infrastructure Engineers).
• Ensure team health through consistent team engagement activities and sustainable workload management.
• Demonstrate strong Talent Management to include:
  • Grow people in an environment of empowerment by attracting, retaining, and developing talent.
  • Continuously improve the knowledge and skill of employees through training, education, and mentoring.
  • Demonstrate visible leadership and exhibit CHS leadership capabilities.

Minimum Qualifications (required)

• Bachelor’s Degree in Information Technology, Computer Science, Management Information Systems, or related field (or equivalent years of work experience, education, and training)
• 4+ years of experience in Information Technology and/or IT Technology Consulting and Support to include:
  • Experience leading teams and people as a technical lead or supervisor, especially in voice transformation projects
  • Strong problem-solving skills with the ability to identify and drive resolution to issues impacting the product team
  • Demonstrated ability to help teams achieve delivery outcomes and quantifiably improve delivery metrics
  • Understanding of and commitment to the Agile mindset, principles, and practices
  • Managing enterprise voice and contact center capabilities
  • Strong skills in the implementation and troubleshooting of voice technology including VoIP and PBX

Additional Qualifications

• Proven ability to create an atmosphere of mentoring, quality, diversity, collaboration, and continuous improvement by actively coaching product team members
• Knowledge of IT infrastructure, architecture, networks, ITSM/ITIL, and IT operations
• Experience with cloud hosted voice systems such as Microsoft Teams, Five9, and Cisco Webex
• Experience with enterprise call/contact center technologies including IVR/ACD/Call Recording/CTI/CRM Integrations
• Knowledge of cybersecurity principles and practices, including risk assessments, mitigation strategies, and compliance with industry standards
• Excellent communication skills (written, verbal, and presentation) for both a technical and non-technical audience

Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position. If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse.