Supervisor - IS Support (LHAAMC)

Position Objective:

The supervisor is responsible for ensuring that the Information Systems incident management and asset management processes are adhered to by all IS Support Center staff. This position will directly supervise the System Support Technicians at Luminis Health Anne Arundel Medical Center. Overarching to all responsibilities is maintaining a focus on employee engagement, well-being, Luminis Health goals, and delivering exceptional customer service directly and through IS Support Center staff.

This position has authority to perform supervisory duties including but not limited to hiring, evaluating performance, issuing final disciplinary actions under the review of Human Resources, and recommending discharge in collaboration with members of management and Human Resources.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Maintains adequate and continuous staffing of the Helpdesk through use of the organization's preferred time and attendance tool within budget.
2. Accomplishes department objectives by supervising and monitoring work process of IS Support staff.
3. Reviews IS Core processes for improvement and submit changes for review and approval at IS leadership meetings.
4. Ensure adequate and continuous coverage of the Helpdesk for customer support; plans resource assignment for all service requests (these include all requests for Helpdesk staff support that are not break/fix requests as defined within the Incident Management process).
5. Performs annual staff reviews for help desk staff as well as provide periodic feedback to each staff member throughout the year.
6. Works with Luminis Health Leaders to ensure that their requests and issues are taken care of in the agreed upon timeframes.
7. Be a point of escalation for any higher-level support issues and also work with Clinical and Administrative staff to ensure customer satisfaction.
8. Help develop and maintain departmental budget and expenses.
9. Working closely with the Manager/Director of department to manage resourcing Technicians for all projects and service requests.
10. Provides written documentation and feedback to support internal knowledge base.

Educational/Experience Requirements:

The minimum level of education and experience for this position includes:

• AA/AS degree or current enrollment in college level courses required. 4-year college degree (B.S. or B.A.) preferred. Professional experience will be considered in lieu of education.
• Minimum of five years (Ten preferred) experience in a help desk/customer support environment.
• Two years in a Healthcare IT role preferred.
• Two years in a Leadership role either directly leading resources or leading projects required.
• Excellent Communication Skills (oral and written).
• Good knowledge of MS Office applications and agile with systems and processes preferred.
• Ability to manage multiple tasks. Ability to work individually or as a member of a team. Ability to work under pressure.
• Ability to travel to multiple sites across Luminis Health

Required License/Certifications:

ITIL, CompTIA A+, CompTIA Network+, CompTIA Project+ Preferred

Knowledge, Skills, Abilities:

• Comprehensive knowledge of Microsoft Windows OS, software, and networks.
• Excellent interpersonal, communication, and customer service skills.
• Strong time management skills and detail oriented
• Ability to manage budgets for computer hardware and peripherals.
• Ability to manage multiple priorities.
• Fostering teamwork
• Quality Management

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will not be exposed to blood-borne pathogens.

Physical Demands - Medium Duty - Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.