Supervisor, IT Field Services

Emory•Atlanta, GA

16h•Onsite

About The Position

The Supervisor, IT Field Services oversees daily onsite technology support operations across assigned Emory Healthcare locations. The role coordinates field services activities, supervises assigned staff, supports team performance, and ensures reliable, timely IT support aligned with clinical and operational needs. It supports established processes, operational improvements, and adherence to enterprise standards, service-level agreements, and regulatory requirements. The position combines hands-on technical support with operational oversight and team coordination, and serves as an entry point into leadership for experienced IT professionals.

Requirements

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Five years of IT field services, desktop support, endpoint support, or closely related experience.
Experience troubleshooting computer hardware, software, operating systems, and basic network-related issues.
Experience supporting Windows operating systems and Active Directory environments.
Familiarity with endpoint support, device deployment, and technology lifecycle management.
Working knowledge of basic networking concepts, including TCP/IP, DNS, and DHCP.
Strong technical troubleshooting, analytical, and problem-solving skills.
Knowledge of IT field services operations, desktop support, endpoint management, and technical service delivery.
Ability to supervise daily team activities, coordinate assignments, and prioritize workloads.
Ability to provide coaching, guidance, and performance feedback to assigned staff.
Knowledge of Windows operating systems, Active Directory, computer hardware, software, and basic networking concepts.
Understanding of IT service management processes, including incident, request, and change management.
Ability to monitor service delivery, identify operational trends, and escalate technical or service-related concerns.
Strong written and verbal communication, interpersonal, and customer service skills.
Ability to collaborate effectively with clinical, operational, and technical stakeholders.
Ability to manage multiple priorities and respond to urgent service needs in a fast-paced healthcare environment.
Knowledge of organizational IT policies, information security standards, and applicable regulatory requirements.
Strong organizational skills and attention to detail when maintaining technical documentation and service records.

Nice To Haves

Seven or more years of IT field services, desktop support, endpoint support, or closely related experience.
Experience serving as a team lead, senior technician, or informal mentor.
Experience supporting enterprise IT operations in a healthcare, clinical, or hospital-based environment.
Experience applying IT Infrastructure Library (ITIL) or other IT service management practices.
Experience using endpoint management tools, including Microsoft Intune or Microsoft System Center Configuration Manager (SCCM).
Experience using IT service management platforms, including ServiceNow.
CompTIA A+ certification.
Additional technical certifications, including CompTIA Network+, Microsoft certifications, or ITIL Foundation.
Knowledge of clinical IT environments, healthcare technology workflows, and hospital operations.
Familiarity with enterprise endpoint deployment, device management tools, and technology lifecycle processes.
Understanding of ITIL frameworks and established IT service management methodologies.
Ability to identify and support process improvement initiatives that enhance operational efficiency and service delivery.

Responsibilities

Supervise daily IT Field Services operations across assigned Emory Healthcare locations.
Coach, guide, and provide performance feedback to assigned staff.
Coordinate staff schedules, assignments, and workload distribution to maintain service coverage and operational efficiency.
Serve as the first-level escalation point for technical issues, service concerns, and operational challenges.
Support consistent execution of departmental processes, performance expectations, and service standards.
Monitor service delivery for compliance with SLAs, KPIs, and customer service expectations.
Ensure adherence to IT service management processes, including incident, request, and change management.
Review service tickets, operational reports, and performance data to identify trends, service gaps, and potential risks.
Support root cause analysis and corrective actions to improve service delivery and operational effectiveness.
Identify opportunities to improve workflows, service consistency, and operational efficiency across assigned locations.
Support clinical and administrative operations by ensuring timely resolution of technology-related issues.
Assist with endpoint deployment, troubleshooting, maintenance, and device lifecycle management.
Provide hands-on technical support for hardware, software, operating systems, and basic network-related issues as needed.
Promote customer service standards and timely, professional communication with end users.
Monitor service quality and user feedback to identify opportunities to improve the technology support experience.
Partner with clinical, operational, and IT teams to coordinate technology support and service delivery.
Communicate service updates, technical escalations, operational concerns, and performance information to departmental leadership.
Serve as a point of contact for service-related feedback, issue resolution, and operational coordination.
Collaborate with internal IT teams and stakeholders to resolve complex technical issues promptly.
Coordinate communication across assigned locations to maintain consistent service delivery.
Ensure adherence to organizational IT policies, information security standards, and applicable regulatory requirements, including HIPAA.
Support accurate and timely documentation of technical procedures, service activities, and operational processes.
Maintain and promote knowledge-base materials, procedural documentation, and IT service management standards.
Support standardization of field services processes and procedures across assigned locations.
Identify and escalate compliance concerns, operational risks, and service delivery issues through established channels.
Perform other related duties and responsibilities as assigned.