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IS Support Center Supervisor

Philadelphia, PA, US, 19104

Location: LOC_MAIN-Main Hospital 

Req ID: 145052

Shift: Days

Employment Status: Regular - Full Time 

Job Summary

The IS Support Supervisor will manage day-to-day operations, acting as the subject matter expert for a team of IS Support Analysts. The main goal of our Service Desk is ensuring customer satisfaction in the timely and accurate resolution of problems and technical inquiries and maintaining a customer advocated perspective at all times. 

 

This role is responsible for managing, evaluating workload and assigning resources. They will oversee the quality and quantity of workflow. They will also assist in developing and implementing policies and procedures, creating documentation and status reports for the department. They will possess extensive knowledge of incident management and problem management processes and procedures. 

Job Responsibilities

The IS Support Supervisor will function as a Team Manager:

 

  • Creating a spirit of teamwork, cooperation and unity among the group that fosters CHOP’s ICARE values
  • Coaching, mentoring and developing staff including; overseeing on-boarding for new staff
  • Responsible for evaluating employees through the performance management cycle to determine if they are meeting productivity and performance goals.
  • Evaluating their team’s workload and assigning resources to ensure completion

 

Other responsibilities as a subject matter expert may include:

 

  • Responsibility for customer satisfaction by effectively handling customer problems and ensuring proper escalation procedures and proper closure.
  • Guiding team to identify and troubleshoot computer software, hardware, network, and related problems.
  • Gathers and analyzes data, reasons logically, draws valid conclusions and makes appropriate recommendations.
  • Serves as onsite contact for the Department and acts as liaison where needed between the client community and technical staff.
  • Assists in development, implementation, and assure adherence to CHOP IS standards and procedures.
  • Performs trend analysis of customer issues and make recommendations to improve quality of service.

Job Responsibilities (Continued)

The team will operate on a remote/hybrid model with 80% remote, 20% on site as needed. 

Required Education and Experience

Required Education:

  • High school diploma/GED

 

Required Experience:

  • Experience base of minimum of seven (7) years in IT or related project role providing end-user support, Service Desk support.

Preferred Education, Experience & Cert/Lic

Preferred Education:

  • Some College
  • Technical School Diploma or equivalent

 

Preferred Experience:

  • Demonstration of excellent verbal and written skills.
  • Ability to work independently with strong organizational and time management skills.

 

Preferred Licenses/certificates/registrations:

  • A+ certification
  • Technical School Certification
  • ITIL Foundations

Additional Technical Requirements

- Quantitative orientation including ability to create and analyze performance metrics related to the delivery of telephone-based technical support services

- Strong communication skills including technical writing and verbal

- Outstanding PC literacy, including expertise in Microsoft Office, end-user computing and collaboration technologies

- Knowledge and experience using project methodology techniques.  

- Develop/Mentor team in the creation and/or refinement of new and current IT policies and procedures. 

- Provides leadership, technical support and consultation, with professional responsive actions, in a fast paced high volume environment.  

- Demonstrates strong analytical skills, able to recommend or modify procedures to solve complex problems. 

- Documents resolutions for reported issues and assists with educating technical support staff.

- Work during non-business hours required occasionally, but typically scheduled in advance.

- Provides information regarding current and future technologies as pertains to organizational needs, improving systems currently in place, and identifying opportunities for further enhancements.

- Interfaces with all IS areas such as Network, Systems, application support, etc. to identify operational needs and procedures.

- Assists with testing and production implementation of new application software releases with application and systems project team.

All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.

Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products.

Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

VEVRAA Federal Contractor/Seeking priority referrals for protected veterans.  Please contact our hiring official with any referrals or questions.

CHOP Careers Contact 

Talent Acquisition

2716 South Street, 6th Floor

Philadelphia, PA 19146 

 

 

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