Desk Side Supervisor

Nemours is seeking a Desk Side Supervisor to join our Nemours Children's Health team in Orlando, Florida.

The Desk Side Supervisor position will be responsible for the daily management of the Desk Side Operations support group that provides end user hardware support services to our clinicians and Nemours associates. Supported technologies include, but are not limited to; desktop computers, laptops, printers, desktop peripherals, desktop software, and serve as back up for multimedia technologies including conference support. 

This position will be responsible for identifying, planning, and executing Desk Side related projects as well as ensuring the delivery of end user technology that meets the needs of the department. Along with the daily management of the team and managing tasks, this position will be expected to provide input for performance evaluation of the team including instituting disciplinary action as necessary. 

The supervisor is responsible for daily task scheduling, managing the state of the ticket queue and assigning tickets to staff. In addition, the supervisor is responsible for managing vacations, time keeping and coordinating the on-call rotation schedule.  The supervisor will also manage day to day escalations, customer communications, discussing customer needs and providing suggestions to help facilitate workflows. 

The position is in Orlando with direct reports located in Orlando, Jacksonville and Pensacola This role reports to the Manager of the Desk Side team.

• Provide supervision of daily Desk Side team activities including monitoring individual work queues, assigning work and providing status updates, prioritization of tasks and coordination of resources, learning, understanding, and enforcing policy, maintaining SOP (Standard Operating Procedures) and reliable method documents. Ensure the daily work queue is efficiently managed to meet SLA, expected by dates, minimizing, and evaluating breached and pended tickets. Monitor staff tasks and efficiency.
• Manage lifecycle of IT hardware assets including laptops, desktops, monitors, peripherals, and mobile devices.
• Maintain an adequate spare parts inventory of hardware and supplies, ensuring Continuous Improvement methodology is used in daily management of par levels.
• Coordinates with the Manager of Desk Side to ensure that equipment is ordered and received in a timely manner to prevent impact to daily operations and project timelines. Equipment is tracked in the asset management process. Establishes, modifies and maintains a hot swap equipment area and always ensures availability to meet business needs.
• Conduct rounding sessions with each associate on a regular basis. Provide regular performance updates, coaching with active feedback of current staff performance and correction/recommendations to maintain metrics.
• Manages support plan for Satellite PC Road Technicians to ensure regular visits and support provided to the Nemours Satellite Clinic facilities.
• Ensure the weekly huddle and visibility board are current and updated with escalated issues.
• Accurately document instances of hardware failure, repair, and removal. Escalate to management as required.
• Create and maintain technical support documentation and knowledge base articles in ServiceNow. 

Job Requirements

• Bachelor's Degree required.
• Minimum of  3-5 years experience required.
• Excellent team and interpersonal skills.
• Exceptional customer and communication skills.
• Excellent judgement and strong organizational skills.
• Ability to generate trust and build alliances with co-workers.
• Decision making abilities that fall within in the Nemours standards.
• Able to work with a minimum of supervision.

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Nemours Children’s Health is an internationally recognized children’s health system. With more than 1.7 million patient encounters annually, we provide medical care in five states through two freestanding state-of-the-art children’s hospitals — Nemours Children’s Hospital, Delaware and Nemours Children’s Hospital, Florida. Our pediatric network includes 80 primary-urgent-and specialty care practices and more than 40 hospitalists serving 19 affiliated hospitals. We generate annual revenues of more than $1.7 billion derived from patient services, contributions from the Alfred I. DuPont Trust, as well as other income.

As one of the nation's premier pediatric health systems, we’re on a journey to discover better ways