Supervisor IT Field Services - Field Services

POSITION SUMMARY

The IT Field Services Supervisor is responsible for maintaining a positive and successful experience provided by IT Field Service Technicians. Training, coaching, and mentoring associates on how to deliver the best customer service possible and to effectively build a customer first and team-based culture. Additionally, monitoring and maintaining the hardware standardized end-user device infrastructure. Other duties include maintaining the team schedule, timekeeping, quality assurance checks of ticket documentation of work, and the positive mentoring of unsuccessful performance.

jaysPRIMARY ACCOUNTABILITIES

1. Lead daily operations across multiple sites to ensure quality patient care and customer satisfaction

2. Monitors ITSM management systems and performance management dashboards to transparently track and report on Key Performance Indicators (KPI’s), goals, objectives, and SLA’s.

3. Manage inventory to ensure systems, applications and equipment is properly maintained to deliver quality and timely service

4. Manage relationships with partner vendors on inventory and warranty repair of end user device hardware.

5. Supervise, manage and responsible for coaching and training of service technicians

6. Manage workload, overtime, and overall demand on labor resource planning

7. Review projects, define the equipment and service scope with customer and project management offices.

8. Work with procurement to prepare equipment PO’s, installation and parts lists, and project required items as well as to coordinate shipment and installation to customer site

9. Supervise low voltage and electrical installation and enforce scope as well as manage customer expectations

10.Develop programs to improve technical and customer service skills of service staff.

11.Address customer enquiries resolve issues and obtain customer feedback proactively.

12.Maintain positive and healthy relationships with various partner IT teams to ensure customer service effectiveness. Identify and resolve employee concerns/complaints.

LEADERSHIP ACCOUNTABILITIES

1. Define and communicate a clear, compelling vision for the team that effectively ties into the mission and vision of Health First, and inspirationally lead the team to achieve that vision.

2. Provide leadership, motivation, coaching, feedback, and support to foster and strengthen growth and development of an effective, high performing team.

3. Openness to hearing diverse ideas and thoughts; create a sense of inclusivity; and encourage collaboration across teams to help break down silos to meet the team’s and organization’s goals.

4. Lead change through effective communication, explaining the connection and value to the organization, creating stronger buy-in and urgency, while understanding impact to the team to obtain commitment.

MINIMUM QUALIFICATIONS

• Education: Associate Degree
• Licensure: None Required
• Certification: CompTIA and/or Microsoft Certification and HDI Desktop Support Manager within first year
• Work Experience: Minimum of 2 years supervisory/management experience, 2 Years IT experience
• Work Experience in lieu of Education: Additional 1 year supervisory/management experience or 2 additional years IT experience
• Knowledge/Skills/Abilities:
• Must be knowledgeable in LEAN principles
• Associate management skills and the ability to organize, motivate and lead diverse teams to achieve results.

PREFERRED QUALIFICATIONS

• Education: Bachelor’s Degree
• Licensure:
• Certification: Current ITIL and/or Lean Certification,
• Work Experience: Five Years of IT experience in a healthcare setting.
• Knowledge/Skills/Abilities:

PHYSICAL REQUIREMENTS

• Ability to work varying and extended work hours and shifts to meet deadlines and resolve problems.
• Must be able to flex locations and travel to necessary meeting sites across the IDN.
• Must be able to sit and view computer screens for extended periods of time.

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.