Overview:
The Supervisor Field Services Supervisor oversees daily operational activities of a blended team of internal staff and contract labor from external partners. This role ensures end-user device support is delivered efficiently and to a high standard, supporting team members across hospital, ambulatory, and corporate settings within the assigned region. The Field Services Supervisor has authority for personnel actions.
IT team members are responsible for securely managing information systems throughout their lifecycle, including; knowing what information systems are within their scope of responsibility, understanding what sensitive data is stored, transmitted, or processed on those information systems, enforcing the security principles of least privilege and least functionality, knowing what events may constitute an information security incident, and understanding their role in security incident response activities.
The Novant Health Field Services team provides comprehensive life-cycle end-user device services that support our team member's ability to deliver remarkable patient experiences every time. Field Services provides world-class customer experiences, seeking to delight our team members by understanding their needs, providing the right solution the first time, preventing issues from occurring and timely resolution of problems if they arise. Field Services provides on-site and remote services to every team member, supporting over 50,000 corporate devices, including computers, laptops, printers, and mobile devices across the organization and multiple states, whether they work at one of our facilities or from home.
Responsibilities:
Essential Functions
* Supervise internal Field Services Analysts and contract labor resources.
* Assign work, monitor team performance, and ensure adherence to KPIs and SLAs.
* Collaborate with peers and managers across other regions to align practices and support enterprise initiatives.
* Provide coaching, feedback, and professional development opportunities to team members.
* Foster a culture of collaboration, continuous improvement, and customer service excellence.
* Oversee onboarding and training for new team members.
* Participate in incident resolution, including escalations and service recovery.
* Drive proactive support initiatives such as facility rounding.
* Support asset management practices in partnership with Asset Specialists.
* Provides ongoing informal and formal feedback to direct reports, consistent with organizational policies and procedures. Coaches team members in developing plans to achieve career goals. Monitors, evaluates, and coordinates workload trends and manages resources to meet department needs. Coordinates planning for human resource needs based on productivity and workload. Continually seeks to implement activities that reduce team member turnover rate.
* Perform service recovery as needed.
* Assist with the planning, acquisition, and implementation of end user technologies for new projects, departments, clinics, or facilities.
* Coordinates with Clinical Informatics and department leaders to ensure technical support activities and service delivery align with clinical operations, rounding practices, and frontline user expectations.
* Maintain current knowledge of hardware and operating systems technology, including computers, printers, mobile devices, and other peripherals.
* Effectively communicate technical aspects of the job to both technical and non-technical audiences.
* Strong organizational skills.
* Ability to work independent of close supervision.
* Ability to work accurately and effectively in high-pressure situations.
* Ability to travel between campus buildings and to remote facilities as needed
Qualifications:
Education
* High School or GED Required
* 4 Year / Bachelors Degree Preferred
Experience
* 6 (six) years of technical experience
* Experience working in healthcare information technology or a similarly complex environment, preferred
* 2 (two) year's supervisory/management/lead experience, preferred
Licensure
* CompTIA, Microsoft, or other technical certifications required
Additional Skills/Requirements (required)
* Communication/interpersonal skills
* Team member development/engagement
* Strong customer service focus/skills
* An affinity for providing exceptional customer service and continuous improvement.
* Ability to work under Long-Range Administrative Direction.
Additional Skills/Requirements (preferred)
* Problem solving/critical thinking skills
* Change resilient
* Detail oriented
* Self motivated
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