User Support Supervisor

MRO

. Ensure user satisfaction through timely reactive and proactive issue resolution while exceeding service standards and metrics .

Posted 10/6/2026full-timeRemote • Pennsylvania • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in user support and workflow management, ensuring compliance with HIPAA regulations while fostering teamwork and effective communication. Capable of analyzing and interpreting data to enhance service quality and user satisfaction.

Highest-signal resume keywords

User SupportWorkflow ManagementHIPAA ComplianceProblem-SolvingMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisQuality AssuranceTechnical ExpertiseProject SupportWorkflow Oversight

Soft Skills

Strong CommunicationOrganizational SkillsCritical ThinkingTeamworkAttention to Detail

Industry Keywords

ROI FunctionalityService StandardsUser SatisfactionEscalated IssuesMRO Procedures

Tech Stack

Tools & technologies

Unity

About the role

Key responsibilities & impact

Ensure user satisfaction through timely reactive and proactive issue resolution while exceeding service standards and metrics
Provide user workflow oversight, intervention, and technical expertise with an emphasis on quality assurance
Provide internal and external support and training related to ROI functionality and standard operating procedures
Serve as a peer knowledge and support resource for the User Support team and role-model performance and behavioral standards
Provide project support to management as needed
Lead by example and foster teamwork, positive morale, unity, effective communication, and service excellence
Ensure prescribed training practices are effectively deployed and utilized
Monitor, process, and manage workflow issues via phone, email, and MRO’s Action List
Ensure actions are addressed accurately and in a timely manner
Resolve escalated calls transferred from Requester Services
Assist the Director with employee performance appraisal, corrective action, and counseling
Act as a resource and liaison for the Requester Services team through procedural support and proactive outreach
Partner with internal teams and provide assistance, support, and training
Maintain broad understanding of the entire ROI process, including internal MRO procedures and external facility processes
Apply knowledge of HIPAA regulations and ongoing statutory updates
Interface with facility contacts regarding escalated issues; answer questions, resolve problems, and recommend corrective actions
Identify and communicate workflow concerns and trends affecting facilities
Interact with the Disclosure Integrity team regarding rate, invoicing, and assigning issues
Perform other duties as assigned by management

Requirements

What you’ll need

College degree preferred or equivalent combination of schooling and experience
Ability to multitask, think strategically, and appropriately prioritize workload
Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen
Strong and proven problem-solving skills
Self-motivated and able to work independently as well as collaboratively
Experience retrieving, compiling, analyzing, and interpreting information from multiple databases
Strong organizational skills
Excellent written and verbal communication skills
Attention to detail
Ability to effectively interact with fellow employees and build strong user relationships
Proficient computer skills and knowledge of Microsoft Office

Benefits

Comp & perks

Annual cash bonus eligibility
Medical insurance
Dental insurance
Vision insurance
Life insurance
401(k) plan