Supv, Field Service Administor

Position Summary

Department:
Information Technology

Location: Alabama

At Baptist Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities. Through our award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities, our 27,000+ team members serve communities that span Florida’s east to west coasts and beyond.

BAPTIST HEALTH - BENEFITS & PERKS:

All Inclusive Benefits (start day one)

• Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

Forbes Recognizes Orlando Health as a Best-In-State Employer

• Forbes has named Orlando Health as one of America's Best-In-State Employers for 2024. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, VP (HR). "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued."

Employee-centric

• Baptist Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare

Position Overview

The Field Service Administrator, Supervisor, is responsible for the supervision and coordination of resources providing first-level service and second level support of end-user service requests and computing issues. Areas of responsibility include functions such as:
Hardware Repair and Replacement, Hardware Receiving, Hardware Disposal, Executive/VIP Support, End User Device Hardware and Software configuration and troubleshooting, Hardware Moves, and Hardware Installation projects. This individual will be responsible for maintaining a culture of quality along with service levels necessary to deliver a great end user experience.

Essential Functions

• Supervises and leads teams to achieve organizational goals.
• Works closely with the Manager, Field Service, to implement the tactics to meet strategic imperatives to service delivery.
• Recruits, develops, retains and inspires a talented team of IT specialists in all required disciplines.
• Encourages staff empowerment, maintains an open door and fosters cross-team and department collaboration.
• Mentors team members to constantly improve their capabilities and performance.
• Addresses staff related concerns and issues in a timely and consistent manner.
• Manages technical resource scheduling and timekeeping.
• Monitors and provides oversight and hands‑on guidance when needed, to resolve escalated IT issues
• Communicates decisions, priorities and relevant project information to staff regarding services requests, projects and initiatives.
• Ensures the IT End User Device team provides effective level of technical support to assist the IT Operations department in effectively supporting and maintain mission critical information hardware and systems.
• Oversees the resources assigned to projects and break fix throughout the Enterprise.
• Supplies the parts and tools necessary for the team to support the desktop environment including PCs (Windows/MAC), laptops, mobile devices (iPads), printers, scanners, and accompanying peripherals
• Identifies opportunities for automation, improved efficiencies and/or enhanced end user training and technician training.
• Ensures service requests and incidents (hardware and/or software) are managed through to full resolution.
• Ensures best practices are implemented and followed, and service levels are met.
• Executes, monitors, and reports the key performance indicators (KPIs), SLAs, reporting cadence and processes required for running an effective Support Center Operation
• Monitors the IT End User Device Operations goals, priorities, escalations, volumes, aged tickets, and other…