IS Support Supervisor

Philadelphia, PA, US, 19104

Job Type: 

Req ID: 25971

Shift: Days

Employment Status: AF - Active - Regular - Full Time 

Job Summary

The ideal candidate for our IS Service Desk Supervisor opportunity is a strong leader with a foundation in delivering on the fundamentals of operating a well-run Service Desk.  By paying attention and focusing on the day to day details, this Supervisor will be empowered to drive service level excellence in the organization.  While a background in providing technical support in the healthcare industry is preferred, it’s not a requirement.    Finally, our Service Desk Supervisor should be a “roll up the sleeves” leader who is a player/coach and recognizes that we’re all working together to achieve our goals. 


The IS Support Supervisor will manage day-to-day operations, acting as the subject matter expert and team manager for a team of IS Support Analysts. The main goal 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.

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

  • Strong technical writing skills.
  • PC literate with office groupware software.
  • 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 or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).

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 

Phone: 866-820-9288




Nearest Major Market: Philadelphia

Job Segment: Medical, Patient Care, Testing, Technical Support, Technical Writer, Healthcare, Technology