Supervisor, IT Field Services

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*This is an onsite position.*

The Supervisor IT Field Services oversees daily onsite technology support operations across assigned locations within Emory Healthcare. This role will primarily be aligned to our Emory Decatur Hospital but requires flexibility to support other facilities as needed. You will be responsible for leading a team in a working leadership role coordinating IT field services activities supporting team performance and ensuring reliable timely IT support aligned with clinical and operational needs. The Supervisor supports the execution of established processes tracks KPIs assists with operational improvements and ensures adherence to enterprise standards service levels and regulatory requirements. This position requires a combination of leadership experience at the supervisor or management level while being an experienced IT professionals to maintain a balance of hands-on technical support and team coordination/supervisor responsibilities.

RESPONSIBILITIES:

Leadership and Management:

• Supervises day-to-day IT Field Services operations across assigned locations
• Supports team performance through coaching guidance and feedback
• Coordinates staff schedules assignments and workload distribution
• Serves as first-level escalation point for technical and service-related issues

Operational Excellence:

• Ensures service delivery meets established SLAs KPIs and customer service expectations Enforces adherence to IT service management processes (incident request and change management)
• Monitors ticket queues and operational data to identify trends and escalate risks
• Supports root cause analysis efforts and implementation of corrective actions Patient-Centric / Service Support
• Supports clinical and administrative environments by ensuring timely resolution of technology issues Assists with endpoint deployment support and device lifecycle activities Helps maintain a high level of customer service and user satisfaction

Collaboration and Communication:

• Partners with clinical operational and IT teams to support service delivery needs Communicates service updates escalations and operational concerns to leadership
• Acts as a point of contact for service-related feedback and issue resolution

Compliance and Program Support:

• Ensures adherence to IT policies security standards and regulatory requirements (e.g. HIPAA)
• Supports documentation standards including knowledge base and procedural documentation Promotes consistency and standardization across service delivery processes

PREFERRED QUALIFICATIONS:

• Experience serving as a supervisor or manager role for an IT Field Services team in your most recent role(s).
• 7 years of IT field services desktop support or endpoint support experience
• Experience in clinical or hospital-based IT environments Familiarity with ITIL or IT service management practices
• Experience with endpoint management tools such as Microsoft Intune or SCCM
• Experience with IT service management tools (e.g. ServiceNow)
• Additional certifications such as Network Microsoft certifications or ITIL Foundation
• Knowledge Skills and Abilities Preferred: Knowledge of clinical IT environments and workflows Familiarity with enterprise endpoint deployment tools and processes. Understanding of IT service management frameworks (ITIL) Ability to support process improvement initiatives

MINIMUM QUALIFICATIONS:

• Education: Associates or Bachelors degree in Information Technology Computer Science or a related field or equivalent experience
• Experience:
  • Minimum of 5 years of IT field services desktop support or endpoint support experience
  • Experience troubleshooting hardware software and basic network-related issues Working knowledge of Windows operating systems and Active Directory
  • Familiarity with endpoint support and device lifecycle management
  • Basic understanding of networking concepts (TCP/IP DNS DHCP)
  • Experience working in enterprise or healthcare IT environments preferred
  • Licensure/Certification: CompTIA A

• Knowledge Skills and Abilities Required:
  • Strong troubleshooting and problem-solving skills
  • Ability to coordinate team activities and prioritize workloads
  • Effective communication and customer service skills
  • Ability to operate in fast-paced service-oriented environments
  • Basic analytical skills to identify trends and escalate issues appropriately

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.