Supv, Field Service Administor

Baptist Health • Orlando, FL

5d

About The Position

The Field Service Administrator, Supervisor, is responsible for the supervision and coordination of resources providing first-level service and second level support of end-user service requests and computing issues. Areas of responsibility include functions such as: Hardware Repair and Replacement, Hardware Receiving, Hardware Disposal, Executive/VIP Support, End User Device Hardware and Software configuration and troubleshooting, Hardware Moves, and Hardware Installation projects. This individual will be responsible for maintaining a culture of quality along with service levels necessary to deliver a great end user experience.

Requirements

• Associate’s degree required. High School Diploma or equivalent and two (2) years of directly related work experience may substitute for the Associate’s degree (in addition to the requirements listed in the Experience section).
• A minimum of three (3) years of information technology experience.
• A minimum of three (3) years of direct experience in Help Desk, Desktop Support or related Customer Support field.

Nice To Haves

• Help Desk Institute (HDI) or ITIL Foundation, or similar service management certification.

Responsibilities

• Supervises and leads teams to achieve organizational goals.
• Works closely with the Manager, Field Service, to implement the tactics to meet strategic imperatives to service delivery.
• Recruits, develops, retains and inspires a talented team of IT specialists in all required disciplines.
• Encourages staff empowerment, maintains an open door and fosters cross-team and department collaboration.
• Mentors team members to constantly improve their capabilities and performance.
• Addresses staff related concerns and issues in a timely and consistent manner.
• Manages technical resource scheduling and timekeeping.
• Monitors and provides oversight and hands-on guidance when needed, to resolve escalated IT issues
• Communicates decisions, priorities and relevant project information to staff regarding services requests, projects and initiatives.
• Ensures the IT End User Device team provides effective level of technical support to assist the IT Operations department in effectively supporting and maintain mission critical information hardware and systems.
• Oversees the resources assigned to projects and break fix throughout the Enterprise.
• Supplies the parts and tools necessary for the team to support the desktop environment including PCs (Windows/MAC), laptops, mobile devices (iPads), printers, scanners, and accompanying peripherals
• Identifies opportunities for automation, improved efficiencies and/or enhanced end user training and technician training.
• Ensures service requests and incidents (hardware and/or software) are managed through to full resolution.
• Ensures best practices are implemented and followed, and service levels are met.
• Executes, monitors, and reports the key performance indicators (KPIs), SLAs, reporting cadence and processes required for running an effective Support Center Operation
• Monitors the IT End User Device Operations goals, priorities, escalations, volumes, aged tickets, and other associated processes
• Provides recommendations to Manager, Field Service in the development, implementation, and evaluation of new or modified policies, practices, and procedures
• Builds and maintains relationships with all IT units and business relationship managers to ensure that IT-delivered services and end user productivity goals are understood and exceeded.
• Monitors team specific end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• The Supervisor manages activities related to and in compliance with HIPAA and privacy regulations.
• Responds to pages within department guidelines.
• Independently serve periods of on-call coverage at scheduled intervals.
• May be required to support unplanned events during after-hours and weekends.

Benefits

• All Inclusive Benefits (start day one)
• Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree