DESKTOP SERVICES SUPERVISOR (50080379)

Job Role Summary

The Desktop Services Supervisor plays a crucial role in the IT operations of the Health and Hospital Corporation (HHC) and Marion County Public Health Department (MCPHD). This position is committed to ensuring exemplary customer experience in technology support. As a Corporate Information Services (CIS) department leader, the Desktop Services Supervisor oversees Tier 1 and Tier 2 support for endpoint devices, printers, telecommunications, software systems, and office applications.

Day in Life: A typical day involves managing technical support staff for resolving computer hardware, peripherals, and software issues for end-users.  Verifying timely problem resolution and ensuring proper troubleshooting procedures are followed.  Conducting and or planning asset inventory for current and future years. 
 

Essential Duties

Technology Resource Management 

• Ensure technology readiness for end users by imaging, deploying, and maintaining end-user equipment and software. 
• Manage technology inventory from purchase to end-of-life using SAP, Asset Tracking, Enterprise Inventory, and any other relevant software, including a 4-year PC refresh lifecycle for HHC and MCPHD. 

Team Management:                     

• Monitor user access controls for onboarding, offboarding, transfers, and additional access requests. 
• Oversee staff scheduling and coordinate Help Desk & Field coverage. 
• Coach, mentor, and develop team members, ensuring adherence to documentation and procedures. 

Performance Tracking: 

• Track and report service delivery metrics (weekly, monthly, quarterly) to the DevOps Engineering Manager.  
• Review ServiceNow requests, incidents, and time entries for accuracy and accountability. 

Customer Engagement: 

• Communicate proactively with customers regarding service issues and escalations, ensuring follow-up. 
• Represent the CIS department positively and professionally when interacting with customers and staff.  

Emergency Response and Communication 

• Oversee execution of emergency response plans. 
• Communicate pertinent information to internal stakeholders.
• Participate as a member of Tier III in a 24/7 after-hours on-call rotation. 

Continuous Improvement: 

• Identify areas for improvement in support tools, customer satisfaction, and processes. 
• Develop and validate adherence to documentation, procedures, and best practices

Associated Job Duties

• Perform other duties and responsibilities as assigned

Qualifications

• Bachelor’s degree in Computer Science, Business Administration, or a related field.  A combination of computer-related technical training and successively increasing information systems management responsibility may substitute for degree. 
• Minimum of 4 years of progressively responsible, related work experience, with a strong foundation of Operations, IT service delivery and/or customer service roles.
• Healthcare, HIPAA, and HITECH experience preferred.
• IT Service Management Software experience required, preferably Service Now.
•  ITIL experience strongly preferred.

Licenses/Certifications Required

• License / Certification: valid Indiana driver’s license and access to own vehicle for in-county travel

Knowledge, Skills & Abilities

• Demonstrated capability in providing and teaching excellence in customer service.
• Strongly developed verbal/written communication skills.
• Demonstrated abilities in mentorship and knowledge-transfer in a service team environment.
• Ability to engage in the Project Management process and execute in a time-constrained multi-tasking environment.
• Operational and technical understanding of hardware and network environments.
• Excellent problem-solving skills based on a methodological approach.
• Ability to exercise strong judgment under stress.

Working Environment

• Typical office environment, professional appearance required.    
• Ability to travel to other locations within Marion County for project work. 
• Supervisory Responsibilities: This position has direct reports including desktop engineers, operations specialists and technical support. This is a leadership position within the organization and needs to be able to coordinate with other groups and resources, both internally and externally. 
• Desktop Services Supervisor is required to work 100% of regular hours in-office