Supervisor, IT Field Services

Emory•Decatur, GA

7d•Onsite

About The 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 KPI's, 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.

Requirements

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent 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
CompTIA A+
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

Nice To Haves

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 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

Responsibilities

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
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
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
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
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