Overview The Supervisor Infrastructure Service Management Field Services is a leader of people, whose primary role is to provide onsite incident resolution, request fulfillment, and project direction for core applications and hardware offerings, and is responsible for daily operations of team ensuring team is knowledgeable and compliant with processes and procedures. This includes acting as a Service Owner by managing, planning and prioritizing the support personnel within the function to ensure end users are receiving superior client and IT service within agreed upon service levels. Additional responsibilities include leading and managing team operations governed by ITIL and ITSM processes and procedures and other duties as assigned. The Supervisor of Service Management develops, implements, and enforces these processes and procedures to ensure consistent service and improved stability of the environment. Responsibilities/Job Description - Directs staff to provide timely and accurate support and/or project Manage support functions and coordinate with resources to ensure work is completed according to end users needs. Create and lead documentation quality assurance processes for core applications and hardware support to ensure customer communication and satisfaction is foremost with each interaction. Assist with prioritizing work efforts and engaging work resources for projects or situational initiatives.
- Works with other leaders to implement strategies for technology support to meet demands of Fairviews growth. Partner with leaders to develop and manage plans for execution. Guide team members to use Plan, Do, Check, Act (PDCA) process to ensure opportunities for efficiency and elimination of process waste are realized.
- Drive workforce management to ensure adequate staff is on-duty at all times. Maintain on-call rotation schedule, on-call reporting/review and follow up.
- Manage priorities and apply demand management planning methodology to accurately forecast current and future staffing requirements. Influence and implement a resource strategy based on business need, scope of work, cost, and skill requirements while ensuring compliance with organizational standards, practices and methodologies.
- Define, track, measure, and distribute KPI metric reports, models, status updates, statistics, and demonstrate team accountability for service level expectations. Continually review operating procedures and measure support to ensure improved stability and high customer service. Provide proper escalation to leadership for issues/problems as necessary. Coordinate all issues and escalations that arise for supported core applications and hardware technologies utilizing knowledge of organization's policies, procedures, and business operations. Ensure that escalations and needs are met with deadline and action planning with staff, aligning to metrics and deliverables whenever possible.
- Develop and maintain an organization of accountable, collaborative, and engaged employees through effective hiring, coaching, performance/talent management processes as well as current with industry best practice. Facilitate individual monthly meetings with direct reports to ensure performance progressing towards organizational and personal performance goals as well as Fairview Commitments.
- Effectively lead team that ensures timely execution of project deliverables. Provide oversight to ensure program/project adherence to analysis strategy, standards, policies, tools and procedures. Collaborate with Technical Service Center, Application Support, Infrastructure Support, and Technical Operations Center to shore up processes around shared work, handoffs, exchange knowledge and other key opportunities to remove barriers to meeting customer needs. Facilitate the handoff and receipt of work from project to run the business to the organization and to technical teams.
- Proactively lead through organizational change to help employees transition from current state to future state to achieve the required business results. Lead by example and model positive behaviors. Lend assistance to creation and maintenance of key guidelines related to formal team structure including out of office, transitioning/onboarding work internal and external to support, customer scripting, etc.
Qualifications Required Education - Bachelors degree in a computer-related field, Computer Science or an equivalent combination of experience, education and training
Experience - 3-5 years IT and Service Management experience in leading people, processes or projects in Application, enterprise hardware technologies, and/or Technical Service Delivery setting including one or more of the following Level 1, Level 2, Hospital and/ or Clinic site support
- Excellent oral, written, and interpersonal communication and presentation skills
- Ability to facilitate problem solving among groups with varying needs and priorities
- Excellent analytical skills
- Ability to multi-task and prioritize work
- Experience with an ITSM technology platform or support management product as it relates to incident, request, change, problem, and asset management including its underlying CMDB (Configuration Management Database).
- Understanding of IT Service Management and experience with ITIL frameworks and process improvement competencies
- Strong customer service skills
Preferred Education - Advanced Degree preferred
Experience - 3+ years direct supervisory or leadership experience in a fast growing Information Technology environment
- Experience with ServiceNow Platform
- Experience within the Healthcare Industry
- Experience in a large, complex organization
License/Certification/Registration |
