Manager, IS Field Service Support

Overview

The IS Field Service Support Manager oversees and manages the daily operations of Field Service Support personnel within the IS department. The manager delegates tasks, supervises personnel, solves problems, and develops systems and processes for successful integration and implementation. The manager is expected to independently carry out assigned responsibilities but seeks guidance from the director and/or upper management given unusual or unanticipated circumstances that require deviation of policy/practice or allocation of funds to resolve.

Reports to department leadership.

• Manages Field Service Support staff to ensure effective installation and desktop support of end user information technology resources.
• Provides oversight of day to day operations involving support for CHKD Health System’s operating systems and equipment configurations.
• Oversees response procedures pertaining to personal computers and peripheral equipment to include PCs, printers, scanners, and other hardware components.
• Provides guidance and training to keep field service support staff skills and knowledge relevant to maintain hardware, operating systems and applications, and improve customer support techniques.
• Acts as a resource to staff for decision making regarding technology related issues and concerns.
• Participates in the planning, assigning, reviewing, and evaluating the performance of subordinates.
• Explores and identifies opportunities for improvements.
• Manages projects assigned to Field Services Team.
• Participates in projects requiring multiple teams with specific deadlines.
• Independently carries out and is accountable for daily operations and other activities as assigned by senior leadership.

• None required

• Bachelor’s degree in Computer Networking, Computer Science, MIS or related field or equivalent work experience.
• Three to five years of progressively more responsible technical support experience required.
• Demonstrates advanced knowledge and skill in hardware support required.
• Must be able to plan, supervise and establish a professional working environment within areas of responsibility.
• Must possess the ability to identify problems and implement solutions for operational and organizational issues.
• Interpersonal skills necessary in order to direct and assign work to subordinates, explain department policies and procedures, and communicate effectively with other professionals.
• Must meet the insurability policy requirements to drive a CHKD vehicle.
• Must be able to pass the CHKD driving test within 30 days of employment.

• Normal office environment with little exposure to excessive noise, dust, temperature and the like.

• to view physical requirements.

GENERAL SUMMARY

• The IS Field Service Support Manager oversees and manages the daily operations of Field Service Support personnel within the IS department. The manager delegates tasks, supervises personnel, solves problems, and develops systems and processes for successful integration and implementation. The manager is expected to independently carry out assigned responsibilities but seeks guidance from the director and/or upper management given unusual or unanticipated circumstances that require deviation of policy/practice or allocation of funds to resolve.
  
  Reports to department leadership.

• Manages Field Service Support staff to ensure effective installation and desktop support of end user information technology resources.
• Provides oversight of day to day operations involving support for CHKD Health System’s operating systems and equipment configurations.
• Oversees response procedures pertaining to personal computers and peripheral equipment to include PCs, printers, scanners, and other hardware components.
• Provides guidance and training to keep field service support staff skills and knowledge relevant to maintain hardware, operating systems and applications, and improve customer support techniques.
• Acts as a resource to staff for decision making regarding technology related issues and…