Sup Service Delivery Field

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Job Summary:

Functions under the direction of the Manager IT Service Desk. The Supervisor IT Service Delivery Field manages, supervises and motivates a sub-set of the Field Services team to deliver excellent technical support with a high degree of customer satisfaction and timeliness. This position works with other members of the Information Technology staff, clinical departments and other WHS personnel to accomplish the established goals. The Supervisor will also lead projects working closely with other Analysts (both in applications and technical services) to document support requirements, develop new scripts, and train other Field Service analysts. Requires advanced knowledge of several systems, applications and technology. Must also be able to deliver excellent customer service requiring strong communication skills to ensure a high percentage of problem resolution and customer satisfaction. Works with outside departments to understand end user support requirements, educate and train on current applications. Works with other members of the Information Technology staff, clinical departments and other WHS personnel to accomplish the goals established by the IT Service Delivery management. The Supervisor improves desktop hardware and software processes and supports critical business strategies by managing the, installation, maintenance and repair of desktop equipment. Leads multiple projects and oversees technical staff to ensure that client specifications are met. Familiar with a variety of Field Service concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. All other duties as assigned.

Core Responsibilities and Essential Functions:

Supervise Field Service Analysts and Staff * Provide ongoing leadership and motivation to ensure that the staff is focused committed and capable of producing expected results. * Schedule, coordinate, and oversee daily work, meetings, and projects of team. * Create and maintain a teamwork environment conducive to productive output, successful staff advancement and a rewarding work experience. * Manage a team of up to 10 professionals. * Responsible for local site inventory process control * Participate in rotation to provide on-call coverage with other Supervisors and Manager for Service Desk 24x7 * Plan and manage the development and delivery of training and educational programs for team. * Responsible for ongoing management of team performance, administration, education and development, goal setting, and team-building activities. * Assess, identify, and develop team skills (based on business need) by facilitating and providing feedback to team members on customer service, and communication skills, in order to enhance the quality of support and customer satisfaction. * Prepare staffing plans providing for appropriate coverage, rotation of staff, training, and project work. * Monitor staff work and calls for quality assurance. * Support Manager in determining skill requirements for hiring. Conduct interviews and recommend candidates to be hired. * Assists in the research/development of existing and new product offerings, in conjunction with overall WellStar Health System strategic vision and direction. * Manage Severity 1 situations, issues, and communications as required and facilitate coordination of activities and timely status, sometimes under stressful conditions. * Implements/Audits Quality Assurance processes and procedures in all aspects of the desktop services responsibilities. * Provide input to annual operating expense and capital budget for department. * Support Manager in monitoring departmental expenditures. * Manage vendor software and service contracts as appropriate. Responsible for the management of Field Services resources within the time requirements of Service Level Agreements (SLAs). * Manages regionally defined area/quadrant of WellStar Health System. * Manages regionally defined team of Field Services Technicians. * Manages allocated hardware resources of the defined region. * Responsible for coordination of Field Services involvement in WellStar Health System projects in accordance with the defined region of responsibility. * Assists with the development and maintenance of servi