We’re seeking an experienced IT Support Supervisor to lead a team focused on IT training, systems support, and application readiness in a healthcare environment. In this role, you’ll oversee specialists who design, configure, and deliver end-user and application training while ensuring a consistent, high-quality support experience. You’ll be responsible for system stability, training effectiveness, data accuracy, and regulatory compliance, while building a collaborative, service-first team culture aligned with organizational priorities. Key Responsibilities - Lead, coach, and support a remote team of IT training and application support specialists - Oversee the design, development, and delivery of IT and application training programs - Ensure system stability, data integrity, and adherence to regulatory/compliance requirements - Partner with cross-functional leaders to align training and readiness efforts with business needs - Maintain and improve documentation, workflows, and training materials - Monitor performance, manage schedules and assignments, and support workload prioritization - Drive a culture of customer service, accountability, and continuous improvement Required Qualifications - Associate’s degree in Clinical Informatics, Computer Science, Business, or a related field OR High school diploma/equivalent plus 2+ years of IT operations experience - MediClear certification or an equivalent HIPAA credential - Strong working knowledge of IT workflows, healthcare applications, data integrity, and training methods - Proven ability to lead teams, manage competing priorities, and support remote staff effectively

Overview Lakeview is seeking a dedicated and tech-savvy Helpdesk Technician to join our dynamic team. In this role, you will play a key part in providing exceptional technical support to employees and helping ensure smooth day-to-day operations across the organization. This position can be fully remote anywhere in the United States. Working hours will align with standard business hours in the employee’s local time zone. Technicians are also scheduled to work one weekend (Saturday and Sunday) per month as part of a rotating support schedule, and those hours are paid as overtime. The hourly pay range for this position is $24.00 to $28.00 per hour. Responsibilities - Provide exceptional customer service by promptly answering inbound calls, resolving user issues through first-level troubleshooting, and managing Jira Service Management (JSM) tickets. - Prioritize support requests based on impact and urgency, ensuring timely and effective resolution. - Adhere to established service level agreements (SLAs) and document and track issues for resolution in JSM. - Identify users and perform in-depth troubleshooting for various applications and systems. - Triage complex tickets to higher-level IT support when necessary, ensuring seamless escalation and resolution. - Proactively identify potential service interruptions or system outages, taking preventative measures to minimize downtime. - Actively participate in IT projects and initiatives, providing technical expertise and support as needed. - Handle user access provisioning and account administration requests efficiently and accurately. - Provide reliable weekend support coverage on rotation, including voicemail and ticket queue management. - Collaborate with training new Helpdesk agents, ensuring their knowledge and skills align with established procedures. - Continuously analyze and improve Helpdesk processes and procedures to enhance efficiency and customer satisfaction. - Collaborate with identifying opportunities for automation or streamlining of tasks to reduce manual effort and increase productivity. - Collaborate with other IT teams to develop and implement best practices for incident management and problem resolution. - 2+ years of experience in technical support or customer service. - Strong understanding of IT systems and troubleshooting techniques. - Excellent verbal and written communication skills. - Ability to work independently and as part of a team. - Strong problem-solving and analytical skills.   - Proficiency in using JSM or similar ticketing systems. - Availability to work a rotating weekend shift. Qualifications - Ability to prioritize tasks and manage multiple responsibilities effectively - Customer-focused mindset with a commitment to providing exceptional service - Strong attention to detail and accuracy - Ability to adapt to changing priorities and learn new technologies quickly - Ability to work under pressure and meet deadlines - Knowledge of networking and security concepts - Experience with a variety of hardware and software platforms - Experience with common operating systems (e.g., Windows, MacOS) Physical Demands and Work Environment While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. EEOC Lakeview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

• Oversee the Proactive Support team within the Helpdesk • Lead their team to drive critical deliverables • Ensure execution of services and partner with product team • Drive improvement initiatives and ensure resolution of branch issues • Lead teams of support associates focused on network and voice hardware, software, processes, and technologies • Develop and maintain effective organization of responsibility, including efficient recruiting, training, performance standards • Establish and maintain effective communications and relationships across teams, departments, countries, vendors • Hold teams accountable through data analytics • Align team activities, strategies, responsibilities, and objectives with the firm’s strategic direction • Provide leadership, development, and mentoring to associates • Supervise and manage overall performance of assigned associates • Create and update procedures and documentation to improve efficiency and effectiveness • Train associates in new activities, policies, technical systems, and procedures • Lead and attend department meetings, team meetings, and 1:1s • Complete performance reviews and make salary recommendations for assigned direct reports

• Contribute and execute as part of a team on scheduled audits with limited supervision needed on complex audits/MRAs • Ensure audits conform with professional and departmental standards, budgets, and timelines • Support detailed process walkthroughs with management, including the identification of process risks and controls • Document clear audit work papers that succinctly articulate purpose, scope, procedures and conclusions of test work performed • Identify control gaps or control deficiencies and assess the impact to the business • Prepare draft written audit reports and other presentations for review and approval by the Senior Audit Manager with limited supervision • Build and maintain strong working relationships with key stakeholders • Lead in research of relevant banking, regulation, and operational topics