IT Desktop Support Supervisor (FT- 1.0 FTE, Variable Shift)

Position Summary:

The Supervisor heads a team of Desktop Support Technicians to ensure proper computer hardware, software, and auxiliary device operations and standards are maintained organization wide. The Supervisor drives team performance to deliver exceptional, timely and professional technical support. They will work with the Desktop Support technicians and the Manager to promote a constant improvement mindset in how the team delivers services and support, be accountable for maintaining standards for desktop, printer and all peripheral equipment and ensure the organization maintains a desktop image standard in line with industry and security best practices.

Minimum Qualifications:

• Associate's degree in Information Technology field or equivalent work experience
• Three (3) years of experience in an IT support role
• Two (2) years of experience as a Lead or Supervisor role
• ITIL v4 certification completed within 24 months after hire
• Preferred: Bachelor's degree in IT related field, Network+, A+
• Preferred: Three (3) years' experience in a healthcare setting

Essential Job Functions:

• Understands and carries out assigned objectives, works with and ensures Desktop Support staff achieve them.
• Delegates duties and ensures tasks are completed with accuracy and timeliness by the Desktop staff.
• Coaches, councils, motivates and if needed follows PIP process with team members to produce desired results providing feedback as necessary in areas where improvement needs are identified.
• Organizes regular discussions and training for team members covering new techniques and methods for supporting software or hardware in alignment with industry best practices.
• Champions service management platform to create and maintain asset catalogs, ticket routing, logging of all service/repair activity, service catalog items and where possible automates these functions.
• Keeps up with trends in the constantly evolving information technology industry and implements best practices.
• Securely configures, installs, updates, and maintains computers, peripheral devices, and desktop software.
• Assists other members of the IT team to trouble shoot resolve and problems and serves as initial escalation point for customers.
• Ensures documentation, such as Knowledgebase articles or FAQ's are created, maintained and current.
• Has oversight of related services or programs such as inventory, printing, department and facility moves, or desktop image standard creation and maintenance.
• Works with a variety of users to resolve hardware, software, and network connectivity and application issues.
• Partners with applications staff to install and troubleshoot software installations and upgrades utilizing the most effective method and tools such as SCCM, Lansweeper, or MS Intune.
• Ensures all of the team's incidents and service requests are accurately captured in service management system and resolved expeditiously and within any defined standards to meet or exceed response or service time commitments.
• Ensures adequate staffing is maintained for business operations and on call schedule is maintained.
• Monitors and approves employee time cards in accordance with BH policies and procedures.

Knowledge, Skills and Abilities

• Strong leadership managerial skills; ability to plan, delegate, monitor and improve work performance
• Demonstrates sound judgement, patience, and maintains a professional demeanor at all times
• Ability to work in a busy and stressful environment
• Strong interpersonal, verbal and written communication skills
• Creativity, problem analysis and decision making
• Exercises tact, discretion, sensitivity and maintains confidentiality

• Detail oriented, organizational skills and the ability to prioritize
• Standard office equipment and computer applications; MS Office, EMR, internet applications etc.
• Ability to work varied shifts

The above statements are intended to describe the general nature and level of work being performed by people assigned to the job classification. They are not to be construed as a contract of any type nor an exhaustive list of all job duties performed by individuals so classified.

77211300 Information Technology