Supervisor of Service Operations: 3rd Shift

Thanks for your interest in Children's Mercy!

Do you envision finding a meaningful role with an inclusive and compassionate team? At Children’s Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

 

Children’s Mercy is in the heart of Kansas City – a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children’s health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

Overview

The Service Operations Supervisor will be responsible for managing the day-to-day IT Service operations, providing timely coaching/feedback to staff, helping with escalations, and providing guidance to staff to eliminate roadblocks. This role involves supervising IT staff, managing projects, ensuring team member performance quality in day-to-day operations. Supervisor collaborates with leadership to improve operational efficiency and ensure adherence to performance metrics and service standards.

 

This is a 3rd Shift, onsite role, with weekend rotations. Hours are 10p-8:30a. Great Shift Differential!

 

At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

 

Additionally, it’s important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children’s Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Responsibilities

• Manages the daily operations of the Service Operations Team and IT Hub by overseeing system monitoring, incident response, and service quality, while providing technical guidance and supporting Tier 1 escalations. Collaborates with leadership to improve operational efficiency and ensure adherence to performance metrics and service standards.
• Supervise and develop IT support staff through mentoring, performance evaluations, and ongoing training to meet current and future needs. Manage team schedules, foster strong customer relationships, and provide timely feedback and coaching to drive performance and accountability.
• Leads project management initiatives by prioritizing and executing time-sensitive customer requests, managing resources across active and upcoming PMO projects, and collaborating with cross-functional teams to align IT solutions with business needs.

Qualifications

• Bachelor's Degree in any technical field preferred and 3-5 years experience in Supervision, Management, Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, technical customer support, or other related experience. or
• HS diploma or equivalent and 7 or more years experience in Supervision, Management, Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, technical customer support, or other related experience.
  • Information Technology Infrastructure Language (ITIL) Basics certification Preferred
  • Helpdesk International Support Center Team Lead (HDI - SCTL) Preferred
  • Helpdesk International Customer Service Representative certification (HDI-CSR) Preferred
  • Helpdesk International Support Center Analyst (HDI-SCA) certification Preferred
  • Net + Preferred
  • Sec + Preferred
  • Apple Certified Mac Tech (ACMT or ACIT Preferred