Desktop Support Supervisor

Overview

Experience a rewarding and fulfilling career with Mercyhealth. Mercyhealth is committed to offering our partners a best place to work. Our unique workplace Culture of Excellence is built upon:

• Employee engagement, empowerment and growth
• Teamwork toward our common goal – providing exceptional health care services with a passion for making lives better
• An atmosphere of caring and quality that cascades throughout the organization
  
  
  

The Desktop Supervisor's primary duty is to exercise discretion and independent judgment with respect to the management and operations of the Desktop Support Team. The Desktop Supervisor leads and supervises the Desktop Support Team. The Desktop Supervisor will provide their expert advice and consulting to management in matters of operational significance. They will coordinate major assignments that pertain to the Desktop Support Team. The Desktop Supervisor performs performance evaluations, disciplinary activities, and participates in the interview process for potential new employees. The Desktop Supervisor's role requires detailed knowledge and practice in applying systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional applications; assists in the design, development, planning scheduling, and coordinating relevant activities, documentation, analysis, creation, testing, and modification of computer systems and programs, including prototypes, based on and related to user or system design specifications; assist in the design, documentation, testing, creation, and modification of computer programs related to machine operating systems in a desktop environment. The Desktop Supervisor is responsible for assigning daily activities within his/her team, to insure the successful completion of projects, as well as ongoing maintenance. The Desktop Supervisor participates in planning, project management and implementation and testing of new systems and upgrades. May be required to work flexible hours and will be assigned hours of on call time. The individual will perform other duties as assigned.

Responsibilities

Essential Duties and Responsibilities

• Evaluate staff performance and document unsatisfactory performance.
• Exceptional organizational, project management and time management skills.
• Exceptional written and verbal communication skills.
• Capable of developing, documenting and implementing procedural instruction and process within a group of IS support technicians.
• Knowledgeable of IS change management processes and knowledge management best practices.
• Demonstrated ability to manage priorities and handle multiple tasks successfully.
• Act as the problem owner for IS system faults, including communication, coordination of staff, problem resolution and root cause analysis. Ensure support for mission critical systems 24 hours per day, seven days per week.
• Expert in repairing PC's, Windows desktop operating systems, MS Office, HP printers and peripherals.
• Knows PC/Laptop best practice security methods.
• Understands HIPPA Regulations and impact to desktop operation.
• Maintain, analyze, troubleshoot and repair client computer systems, hardware and computer peripherals.
  
  
  

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education and Experience

Associate's degree (A.A.) in Computer Science or related discipline, and/or equivalent combination of education training and experience is required.

4 to 5 years of hands-on PC installation, configuration, and troubleshooting experience.

Formal Desktop Supervisor skill training preferred.

A minimum of two years as a current IS Technical Team staff member is required for consideration to the Desktop Supervisor position.

Certification and Licensure

Maintain a valid driver's license

Have and maintain driving record per Mercy's HR-01 Fleet Safety policy

Skills And Abilities

Maintain a valid driver's license

Have and maintain driving record per Mercy's HR-01 Fleet Safety policy

Special Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is frequently required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Level of Supervision

Independent

Supervises

Desktop Support Technician

Benefits

Mercyhealth offers a generous total rewards package to eligible employees including, but not limited to:

• Comprehensive Benefits Package: Mercyhealth offers a retirement plan with competitive matching contribution, comprehensive medical, dental, and vision insurance options, life and disability coverage, access to flexible spending plans, and a variety of other discounted voluntary benefit options.
• Competitive Compensation: Mercyhealth offers market competitive rates of pay and participates in various shift differential and special pay incentive programs.
• Paid Time Off: Mercyhealth offers a generous paid time off plan, which increases with milestone anniversaries, to allow employees the opportunity for a great work-life balance.
• Career Advancement: Mercyhealth offers a number of educational assistance programs and career ladders to support employees in their educational journey and advancement within Mercyhealth.
• Employee Wellbeing: Mercyhealth has a focus on wellbeing for employees across the organization and offers a number of tools and resources, such as an employer-sponsored health risk assessment and a Wellbeing mobile application, to assist employees on their wellbeing journey.
• Additional Benefits: Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.