Supervisor, Endpoint Support

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 Endpoint Support Supervisor is 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. Supervisor role involves overseeing and developing a team of technicians, and guiding endpoint-related projects to improve operational efficiency and service quality. Supervisor will act as a key point of contact for technical issues and work closely with other departments to align IT services with business needs.

 

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 o
• Responsible for supervising and mentoring IT staff, including performance reviews, training, and development to meet current and future needs. Oversees team scheduling, fosters strong customer relationships, and provides timely coaching to drive accountab
• Responsible for overseeing and managing resources for PMO-led projects, ensuring timely execution of customer requests through effective prioritization and coordination with cross-functional teams to meet IT needs.

Qualifications

• Bachelor's Degree Computer Science or related field of study preferred and 3-5 years experience in IT Operations roles with expanding responsibilities or related experience. Experience in supervision, technical support, customer service, or related experience. or
• Associate's Degree Computer Science or related field of study and 5-7 years experience in IT Operations roles with expanding responsibilities or related experience. Experience in supervision, technical support, customer service, or related experience. or
• High School diploma or equivalent and 7 or more years experience in IT Operations roles with expanding responsibilities or related experience. Experience in supervision, technical support, customer service, or other similar roles may be accepted in lieu of a degree. 
  • CompTIA A+ Certification Preferred
  • CompTIA Net+ Certification Preferred
  • ACMT: Apple Certified Macintosh Technician Preferred
  • Microsoft Certified Solutions Associate (MCSA) Preferred
  • Microsoft 365 Certified Endpoint Administrator Associate Preferred
  • JAMF Certified Associate Preferred
  • ITIL Expert Certification (ITIL) Preferred

Benefits at Children's Mercy