IT Support Operations Supervisor

2 weeks ago


Weymouth, Massachusetts, United States South Shore Health Full time

Position Overview

The IT Support Operations Supervisor (ISOS) role is integral to the management of IT Field Support Services at South Shore Health. This position is accountable for overseeing the daily functions of a dedicated team responsible for providing both on-site and remote technical assistance to the healthcare system.

Key Responsibilities

  • Coordinate daily operational activities, ensuring effective scheduling for 24/7 coverage, including managing time-off requests.
  • Lead daily operational meetings to guide team members on ticket resolution, escalation procedures, and project-related tasks.
  • Maintain open communication with the IT Support Services Manager regarding any operational challenges or escalations that arise.
  • Implement and recommend best practices in IT operations and support processes, ensuring alignment with industry standards.
  • Provide guidance to the team on existing and new policies to meet the desktop service requirements of the healthcare system.
  • Address complex issues referred by team members, facilitating solutions and ensuring high-quality support.
  • Oversee the testing and updating of software on desktop images to guarantee compatibility and functionality.
  • Monitor desktop services across the organization, allocating resources effectively to maintain operational efficiency.
  • Mentor support specialists through various tasks, enhancing their skills and capabilities.
  • Stay informed about current industry tools and standards, making recommendations to improve team support functions.
  • Document equipment needs and collaborate with management to maintain an efficient hardware refresh cycle.
  • Ensure the accuracy of the Configuration Management Database (CMDB) for all IT equipment.
  • Assist in the orchestration of deployment, monitoring, maintenance, and support of field services and infrastructure.
  • Provide technical expertise and project management support, ensuring successful project completion.
  • Act as an escalation point for the Field Support team, engaging management when critical issues arise.
  • Respond promptly to inquiries from colleagues and external partners, providing necessary technical assistance.
  • Participate in an on-call rotation, ensuring 24/7 availability as required.

Qualifications

  • Possess personal transportation for local travel between sites.
  • Adhere to the department's dress code as established by leadership.
  • Participate in on-call coverage as assigned.
  • Demonstrate flexibility in work schedule to accommodate business needs.

Technology and Learning

  • Engage in continuous learning and adapt to new technologies and procedures relevant to the role.
  • Utilize technological advancements to enhance communication and operational efficiency.
  • Exhibit strong communication skills, fostering relationships with project teams and key stakeholders.
  • Demonstrate strong organizational skills, effectively managing multiple tasks and meeting deadlines.

This position requires local travel and participation in on-call coverage, with the ability to adjust work schedules for special projects and maintenance activities.



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