Supervisor Information Technology Services, Executive Support

Job Description:

Supervisor Information Technology Services, Executive Support

Description

Supervisor Information Technology Services, Executive Support

CalOptima

CalOptima Health is seeking a highly motivated an experienced Supervisor Information Technology Services, Executive Support to join our team. The Supervisor Information Technology Services (ITS) for Executive Support will be responsible for supervising, leading, and coordinating the function of dedicated and timely technical support for CalOptima Health's executives, executive assistants, board members, board staff, clerk of the board and legal counsel, independently or collaboratively with ITS colleagues, as well as providing such services when needed. The incumbent will manage, maintain and assess the condition of audiovisual (AV) equipment, board meeting room(s) and offsite event equipment, and arrange for replacement or enhancement as necessary. The incumbent will focus on providing CalOptima Health's executive team with technical assistance with hardware/software related requests through Information Technology Service Management (ITSM) elements such as incident management and request fulfillment.

The incumbent will serve as a primary point of contact effectively working with executives by providing excellent customer service with a positive attitude to resolving issues or offering alternative solutions. The incumbent will have strong analytical and technical skills to systematically resolve issues and make independent judgment calls to resolve urgent and critical matters. The incumbent will work in an ethical and professional manner while exercising strong interpersonal skills to work efficiently across all levels of the organization, handling each request with confidentiality, discretion, tact and patience.

Position Information:

• Department: ITS- Infrastructure
• Salary Grade: 314 - $99,902 - $159,843 ($48.03 - $76.8476)
• Work Arrangement: Full Office
  

Duties & Responsibilities:

• 60% - Executive Technical Support
  • Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability.
  • Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department.
  • Manages and maintains current AV systems and equipment for board meetings and conference rooms to ensure excellent working conditions on par with established industry standard functionality.
  • Coordinates the research, recommendations and purchase of AV systems and equipment for board meetings and conference rooms replacement or enhancement to meet established industry standard functionality, as necessary.
  • Serves as AV subject matter expert (SME) for executive board meetings, conferences and off-site events.
  • Provides technical and AV support for all executive board meetings, committee and advisory meetings, conference rooms and off-site special events.
  • Collaborates with ITS Infrastructure to implement an executive onboarding plan for new technologies, ensuring efficient training and minimal disruption to executives' workflow.
  • Maintains confidentiality and discretion in all activities related to executive technical support.
  • Provides technical support for executives, board members and their staff on-site or at remote locations requiring travel.
  • Provides scheduled on-call after-hours technical support, as well as periodic off-site support including at meetings and conferences.
  • Identifies areas of opportunity to improve communications and operations efficiency to improve customer satisfaction to include developing a program to capture a customer satisfaction score (CSAT).
  • Collaborates with the team in creating new knowledge articles and updating and migrating existing knowledge articles to the ServiceNow Knowledge Base.
  • Ensures technology resources are deployed on-schedule and as required to designated sites.
    
    
• 35% - Supervision & Leadership
  • Supervises staff and assists with hiring, training, reviewing and setting goals for department and staff.
  • Meets with staff and provides direct oversight of the day-to-day operations of the executive technical support function.
  • Identifies and conducts performance feedback and/or counseling/corrective action meetings with the assistance of Human Resources as necessary.
  • Works with ITS leadership to build out the executive technical support program.
  • Budgets for and manages board meeting, conference and offsite event equipment (AV, mobile devices, monitors, laptops, etc.)
  • Develops and implements a model for supporting executive and board conference rooms.
  • Develops and deploys workflows within the ITSM system, ServiceNow, to streamline executive technical support for incidents and requests.
  • Builds and maintains a knowledge base of executives' profiles, ensuring familiarity with their technology setups including hardware, software and peripherals.
  • Designs and builds a comprehensive training program to equip any new and existing team members with the skills and knowledge necessary to deliver exceptional technical support to executives.
  • Work proactively with Human Resources and internal ITS teams to onboard new executive staff.
    
    
• 5% - Completes other projects and duties as assigned.

Minimum Qualifications:

• Bachelor's degree in IT, computer science, business administration or related technical degree from an accredited university PLUS 6 years of expert or professional level experience in the IT industry with demonstrated career growth including 3 years of experience providing technical support to c-suite, executives and top leadership (both technical and non-technical) required; an equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying.
• Experience leading individuals or technical support projects required.
• 3 years of AV maintenance and support including video conferencing hardware and software required.
• 5 years of progressive data communication experience in e-mail management, wireless networking and Voice Over IP (VOIP) networks required.
• 5 years of progressive experience in Microsoft Office 365, Windows servers, Windows PC systems, Active Directory, Microsoft Exchange Online and Microsoft SharePoint Online required.
• Experience deploying, troubleshooting and managing Windows 10/11 and macOS/iOS devices in a corporate environment required.
• Experience working in a fast-paced environment, where meeting deadlines and prioritizing tasks is crucial, is required.

Preferred Qualifications:

• Supervisory experience.
• Experience using IT service management solutions like ServiceNow.
• ITSM/ITIL certifications related to the provisioning of services.
• CompTIA Security+, CompTIA A+ or HDI Support Center Analyst (SCA) certification.
  
• Apple Certified Support Professional (ACSP), Microsoft Office Specialist (MOS) or equivalent demonstrable experience.
• Microsoft Windows certification.
• Government and/or health care experience with general understanding of PHI and PII.

Required Licensure / Certifications:

• n/a

Knowledge & Abilities:

• Develop rapport and establish and maintain effective working relationships with CalOptima Health's leadership and staff and external contacts at all levels and with diverse backgrounds.
• Work independently and exercise sound judgment.
• Communicate clearly and concisely, both orally and in writing.
• Work a flexible schedule; available to participate in evening and weekend events.
• Organize, be analytical, problem-solve and possess project management skills.
• Work in a fast-paced environment and in an efficient manner.
• Manage multiple projects and identify opportunities for internal and external collaboration.
• Motivate and lead multi-program teams and external committees/coalitions.
• Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.

Physical Requirements (With or Without Accommodations):

• Ability to visually read information from computer screens, forms and other printed materials and information.
• Ability to speak (enunciate) clearly in conversation and general communication.
• Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions.
• Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.
• Lifting and moving objects, patients and/or equipment 10 to 25 pounds

Work Environment:

If located at the 500, 505 Building or a remote work location:

• Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed.
• There are no harmful environmental conditions present for this job.
• The noise level in this work environment is usually moderate.

If located at PACE:

• Work is typically indoors in a clinical setting serving the frail and elderly.
• There may be harmful or hazardous environmental conditions present for this job.
• The noise level in this work environment is usually moderate to loud.

If located in the Community:

• Work is typically indoors and sedentary and is subject to schedule changes and/or variable work hours, with travel as needed.
• Employee will occasionally work outdoors in varied temperatures.
• There may be harmful or hazardous environmental conditions present for this job.
• The noise level in this work environment is usually moderate to loud.

About CalOptima Health:
CalOptima Health is the single largest health plan in Orange County, serving one in four residents. Our motto - "Better. Together." - is at the heart of our mission to serve members with excellence, dignity and respect. We are a public agency made up of compassionate leaders and professionals working together to strengthen our community's health. We are continuing to build a culture that promotes diversity and inclusion within our community where employees have a sense of belonging, and are valued for their ideas, contributions, and their unique individual perspectives they bring. CalOptima Health has been recognized as one of Orange County's best places to work, so we know there is something special about our organization. It is why people choose to work here and why they choose to stay!

About our Benefits & Wellness options:
At CalOptima Health, we know that a healthy and happy workforce is a thriving workforce, which is why we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. For those who are interested in additional retirement savings, employees have access to 457(b) retirement plans with pre/post-tax contribution options. For more information, please click on the 2025 CalOptima Health Benefits Guide regarding our comprehensive benefits and wellness package.

IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS

Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is March 23, 2025 at 9:00 PM (PST). Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date.

The selection process may include, but is not limited to, a skills assessment, phone screen and interview.

The successful candidate will be required to undergo a reference / background check (to include a conviction record) and if applicable also pass a post-offer pre-employment medical examination (which will include a drug screening). Internal CalOptima Health applicants should apply through InfoNet.

Communication regarding your application will be sent to the email address listed on your application. Please check your email, including your SPAM folder, regularly throughout the recruitment process. You can also visit your candidate portal to receive the most up to date status of your application.

CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable and welcoming so we can truly be Better Together.

CalOptima Health is an equal opportunity employer and makes all employment decisions on the basis of merit. CalOptima Health wants to have qualified employees in every job position. CalOptima Health prohibits unlawful discrimination against any employee, or applicant for employment, based on race, religion/religious creed, color, national origin, ancestry, mental or physical disability, medical condition, genetic information, marital status, sex, sex stereotype, gender, gender identity, gender expression, transitioning status, age, sexual orientation, immigration status, military status as a disabled veteran, or veteran of the Vietnam era, or any other consideration made unlawful by federal, state, or local laws. CalOptima Health also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has, or is perceived as having, any of those characteristics.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation at (714) 246-8400 if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability.


To apply, please visit: https://jobs.caloptima.org/jobs/supervisor-information-technology-services-executive-support-505-city-parkway-west-california-united-states







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