Caregiver Field Services Supervisor

Job Description:

The Client Field Systems Support Supervisor is a working leadership role reporting to the Client Field Systems Support Manager and is responsible for leading and managing the Client Field Services team in one or more facilities and serves as a subject matter expert and Consultant level technician, contributing at a hands-on capacity to deliver support to the customers we serve. This position is responsible to lead a facility-based team of technicians that coordinate, implement, support, maintain and troubleshoot computers, networks, and other devices. The position also requires Consultant-level professional experience in all aspects of system support and technology. Encompasses full knowledge required within the support specialty area.

Job Essentials

Provides leadership for a localized client field services team and is responsible for the development, implementation, execution, and evaluation of a wide variety of small and large-scale projects that support the needs of the facility and the organization as a whole. Oversees caregivers who install, configure, test, maintain, monitor, troubleshoot, and properly dispose end-user workstations and related hardware and software in order to deliver required desktop service levels. Accountable to plan and manage the daily operations within the parameters of their departmental operating and capital budgets.

Responsible for directing the work of employees for area of accountability, including staffing, goal setting, coaching and mentoring, employee recognition and training, and performance management, which includes addressing performance concerns through corrective action.

Manages customer, stakeholder, and vendor relationships and expectations.  Focuses on solutions and strategies that create win / win situations both inside and outside of the organization.

Regularly communicates with staff through huddles, team meetings, individual one on one meetings, rounding and skip level interviews as appropriate, and manages resource allocation to projects to ensure timely delivery within budget and according to requirements. Performs onsite analysis, diagnosis, and resolution of complex information technology problems (computers, networks, IP phones, wireless, printers, scanners, etc.), and recommends and implements corrective solutions. Assists other teams to resolve issues. Resolves and documents resolution of service desk incidents and requests in a timely manner as specified by approved Operational Level Agreements and Service Level Agreements.
Implements and supports network devices and systems. Leads and/or participates in completing complex projects following enterprise standards. Ensures that key stakeholders both inside and outside of Information Systems are updated on project status, issues, barriers, etc. Creates and maintains critical support documentation in the enterprise defined knowledge repository. Implements enterprise defined security policies (hardware and software) and assists in the monitoring of compliance for users, systems and devices. Leads/participates in the development of annual operational and capital budgets with a primary focus on equipment refresh and anticipated growth needed to support the business needs.


Minimum Qualifications

Must meet one of the following:

Bachelor's degree in computer science or management of information systems and five years of experience in a system support or other computer science / management information system related technical field (hardware support, etc.).  Degree must be obtained through an accredited institution. Education is verified. 

Or

Eight years of system support experience, or any combination of computer related technical education (computer science / management of information systems or other similar technology-based degree) and other computer science / management of information or systems related technical field experience.
 

Plus:
Valid driver's license. (Position may often require individual to travel between facilities to provide support)

Must be able to travel to and from various Intermountain facilities. (Position may often require individual to travel between facilities to provide support)
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques while working in a team-oriented, collaborative environment.

Demonstrated knowledge of applicable data privacy practices and laws and an in depth understanding of networking fundamentals and active directory.

Experience in a role requiring the demonstration of strong customer service skills and a service mindset.

Demonstrated expert knowledge of industry standard word processing and spreadsheet software and industry standard email systems.

Previous experience successfully supervising others or leading teams or projects, holdi