Field Support Supervisor

Job Description Summary

The IT Field Support Supervisor (FSS) position reports to the Manager of IT Field Support Services and efforts to deliver standardized daily operations of a team tasked with delivering on-site field support and over-the-phone support to the health system. This individual must be able to develop, implement, maintain / support field support activities and provides expertise on defined service delivery reporting statistics. The SDS will be responsible for the coordination of daily field support activities including scheduling (24/7 coverage, PTO..etc), daily operational huddles while providing direction to other Field Support colleagues on ticket resolution, problem escalation and management, as well as project-related activities. The FSS will be responsible for keeping the IT Support Services Manager abreast of any daily issues or escalations that occur throughout the day and collaborate on staff scheduling related issues.

Job Description

ESSENTIAL FUNCTIONS

Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job's purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions that the person in the job is held accountable for. Following are the essential functions of the job.


* Use this to denote if a function does not provide opportunity to perform beyond "Meets Expectations"
1. Daily Staff Scheduling including Holiday and PTO Coverage.

2. Prioritize and schedule daily work within the Field Support team.

3. Recommend to Manager industry best-practices in IT operations and support processes (e.g., ITIL).

4. Provide direction to the team as determined by the IT Support Services Manager, on new or existing policies and procedures to support the Health System desktop services requirements.

5. Work the more challenging problems or issues referred by other team members.
6. Facilitate testing, update existing and new software on desktop images to ensure compatibility and utility.

7. Monitor and maintain desktop services throughout the organization, assigning resources to ensure operations.

8. Assign and coach support specialists through new, routine and challenging tasks.

9. Keep abreast of current industry tools and standards and make recommendations on standards or processes to enhance team support capabilities.

10. Responsible for documenting the need for ordering IT equipment and working with Manager to maintain a reasonable hardware refresh lifecycle and setting par-levels for commonly used equipment, to support a sparing strategy.
11. Ensure that the CMDB inventory database is current at all times when equipment is removed from stock, deployed or retired for all work conducted.

12. Assist to orchestrate the deployment, monitoring, maintenance, development, lifecycle, upgrade, and support of field support services and infrastructure.

13. Provide technical and project management field support services ensuring their successful completion.

14. Provide technical and project management field support services ensuring their successful completion.

15. Provide technical expertise as an escalation point for the Field Support team. Know when to engage management or defined IS leader on critical issues that impact the health system.
16. Responding to inquiries from colleagues, administrators, service providers, site personnel and outside vendors, to provide technical assistance and support, in a timely manner.

17. On-call requirement which involves 24/7 coverage on a rotating schedule.

18. Requirements
a. Personal transportation for local travel between SSHS sites.

b. Ensure compliance to department dress policy as directed by leadership.

c. Participate in on-call coverage as assigned.

d. Ability to modify work schedule as business requirements change.




ESSENTIAL FUNCTIONS (Cont.)

I. Technology and Learning
a. Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.


b. Embraces technological advances that allow us to communicate information effectively and efficiently based on role.
Strong communications skills including the ability to build relationships and effectively communicate with project teams and key clinical stakeholders, including business services, nurses and physicians. Flexible team player with strong project and organizational skills (multi-tasking) with ability to establish and achieve goals and maintain timelines. Includes local travel between SSHS sites, with own transportation.  Participates in required on-call coverage as assigned.  Ability to modify work schedule (could include off shifts and weekends) for special projects, maintenance windows, staffing coverage, etc.