Nemours is seeking a Desk Side Supervisor (Information Systems) to join our Nemours Children's Health team in Wilmington, Delaware.
The Desk Side Supervisor position will be responsible for the daily management of the operational desktop support group that provide end user hardware support services to our clinicians and Nemours staff. Supported technologies include, but are not limited to; desktop computers, laptops, printers, desktop peripherals, desktop software, and serve as back up for multimedia technologies including conference support. This position will be responsible for identifying, planning, and executing small desk side related projects as well as ensuring the deliver of end user technology that meets the needs of the department. Along with the daily management of the team and managing work, this position will be expected to provide input for performance evaluation of the team including instituting disciplinary action as necessary.
The supervisor is responsible for daily task scheduling, managing the state of the ticket queue and assigning tickets to staff. In addition, the supervisor is responsible for managing vacations, time keeping and coordinating the on-call rotation schedule. The supervisor will also manage day to day escalations, customer communications, discussing customer needs and providing suggestions to help facilitate workflows.
The position will have 11 direct reports that include 6 in-house techs, 4 satellite techs, and 1 intern. This role reports to the Manager of the Desk Side team.
Provide supervision of daily Desk Side team activities - include monitoring individual work queues, assigning work and providing status updates, prioritization of tasks and coordination of resources, learning, understanding, and enforcing policy, maintaining SOP (Standard Operating Procedures) and reliable method documents. Ensure the daily work queue is efficiently managed to meet SLA, expected by dates, minimizing, and evaluating breached and pended tickets. Monitor staff work and efficiency.
Maintain an adequate spare parts inventory of hardware and supplies - ensuring Continuous Improvement methodology is used in daily management of par levels.
Coordinates with the Manager of Desk Side to ensure that equipment is ordered and received in a timely manner so as not to impact daily operations and or project timelines, and that the equipment is tracked in the asset management process. Establishes, modifies and maintains a hot swap equipment area and ensures availability at all times to meet business needs.
Conduct rounding sessions with each PC Tech on a regular basis. Provide regular performance updates and coaching - provide active feedback of current staff performance and correction/recommendations to maintain metrics.
Manages support plan for Satellite PC Road Technicians to ensure regular visits and support provided to the Nemours Satellite facilities.
Ensure the weekly huddle and visibility board are current and dated with escalated issues.
Accurately document instances of hardware failure, repair, and removal. Escalate to management as required.
Excellent team and interpersonal skills.
Exceptional customer & communication skills.
Ability to function in a collaborative and collegial environment.
Ability to communicate with and understand the need of non-technical internal clients.
Job Requirements
Associate's Degree required.
Minimum of three (3) to five (5) years experience required.
Strong organizational skills.
Ability to generate trust and build alliances with co-workers.
Able to work with a minimum of supervision.
Able to handle problems in a calm and responsive manner.
