Supervisor, Training and Technical Support

Posted by: Los Angeles Homeless Services Authority (LAHSA)

Los Angeles, CA, US

Classification Standards: Under supervision of the Homeless Management Information System (HMIS) Manager, this position serves as a team leader and will be responsible for the design, development, delivery, and continuous improvement of training material of the LA/OC HMIS software. This position will also be responsible for maintaining a high quality customer support experience for our participating organizations in the Los Angeles County.

Areas of Responsibilities:

  • Supervise the Training and Technical Support Team to ensure the highest level of satisfaction for users of our data systems.
  • Ensure users receive consistent and reliable service.
  • Develop and enforce training policies and standards.
  • Contribute to the development of data quality protocols and troubleshooting documentation.
  • Collaborate with internal teams to develop and improve training and documentation.
  • Implement quality assurance and improvement processes for training and technical support.
  • Oversee the ticketing system to ensure staff resolves request in a timely and efficient manner.
  • Ensure users are satisfied with updates and resolutions.
  • Respond to technical support inquiries in a timely manner and serve as an escalation point for the team.
  • Ensure all training materials are up-to-date.
  • Design training programs for multiple formats (classroom, online, etc.).
  • Determine additional user training needs through appropriate feedback mechanisms, including facilitation of user focus groups
  • Implement customer satisfaction metrics to ensure exemplary service and user support.
  • Manage all aspects of training coordination including monitoring and scheduling training courses.
  • Work with IT to improve and update the training website and content.
  • Other duties and special projects as assigned.

Desired Knowledge, Skills and Abilities:

  • Knowledge of the Los Angeles CoC HMIS and data requirements.
  • Excellent people skills, specifically a capacity for collaboration and interpersonal relationships.
  • Excellent written and verbal communication skills, including the ability to express technical concepts clearly to both technical and non-technical audiences.
  • Strong organizational skills with a strong attention to detail.
  • Expert problem solving, prioritization, and decision-making capabilities.
  • Ability to prioritize multiple work assignments.
  • Proficiency in MS Office Suite

Experience Requirements:

  • Minimum of 3 years’ experience in a training or customer support role
  • Supervisory experience strongly desired

Education Requirements:

  • BA/BS in Education, Training and Development, or a related subject matter; however an equivalent combination of applicable training and experience may be substituted for education requirement.

Other Desired Skills and Requirements:

  • A valid Driver’s License is required.

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