Technical Services Supervisor

GENERAL SUMMARY:

Responsible for delivering secure and supported end user computing (EUC) solutions to internal and external customers. Assists in managing the EUC support structure ensuring that the Technical Service Analyst (TSA) team follows established processes and procedures. Assists the IT Technical Manager in the hiring and management of TSA staff.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Responsible for assisting IT Technical Manager with the fiscal administration and operational management of all End User Devices and personnel; assists in formulating and managing the TSA expense and capital budgets with the IT Technical Manager.

3. *Makes recommendations for new EUC equipment and services to purchase and works with various vendors for procurement.

4. *Interfaces with vendors to execute equipment orders, upgrades, service plan changes, status inquiries, hardware updates, and escalating issues.

5. *Ensures appropriate training and problem-solving sessions are provided regarding system functionality.

6. *Writes and reviews system documentation to describe processes; writes technical procedures and creates other user specific training materials and references to ensure users have training to use mobile devices effectively.

7. *Develops and ensures area orientation and training for staff; assesses, recommends, and coordinates staff development needs.

8. *Maintains the operational appropriateness of EUC devices to meet operational objectives and the strategic goals of Bryan Health System and related entities.

9. *Evaluates current procedures and practices for accomplishing department objectives; develops and implements improved/revised procedures and practices.

10. *Maintains an accurate device lifecycle inventory for all EUC devices.

11. *Ensures EUC team follows the Asset Management guidelines and procedure established for the EUC devices.

12. *Ensure continuous EUC device support and end user support capabilities through research and development.

13. *Maintains current area policy and procedure manual; ensures staff knowledge of procedures and practices.

14. *Coordinates departmental functions across Bryan Health departments and outside resources.

15. *Guides administration of EUC systems within Bryan Health and ensures 24/7 support.

16. *Verifies that EUC commissioning and decommissioning processes are updated as needed and consistently followed across the EUC team.

17. *Ensure thorough and consistent application of security configurations, settings, and protection of EUC systems through training and auditing compliance.

18. *Supervises day-to-day work of TSA personnel on projects and requests.

19. Adheres to and ensures the adherence of staff to safety guidelines; enforces and maintains HIPAA and Corporate Compliance regulations and procedures.

20. Tracks and ensures productivity is within target and activities are completed within budget.

21. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

22. Participates in meetings, committees and department projects as assigned.

23. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of EUC equipment, operations, and procedures.

2. Knowledge of computer hardware equipment, audio visual hardware, and software applications relevant to work functions.

3. Knowledge of quality improvement, budgetary and financial methods, and practices.

4. Ability to communicate effectively both verbally and in writing.

5. Ability to schedule, direct, counsel and evaluate employee work and performance.

6. Ability to develop written policies and procedures, memoranda, and performance evaluations with measurable behaviors.

7. Ability to establish and maintain effective working relationships with all levels of personnel and medical staff.

8. Ability to problem solve and engage independent critical thinking skills.

9. Ability to maintain confidentiality relevant to sensitive information.

10. Ability to prioritize work demands and work with minimal supervision.

11. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

Associate degree in Information Technology, Health, Business Administration or Management required. Minimum of seven (7) years of experience in the analysis, design, implementation, support, and maintenance of computer systems required.

OTHER CREDENTIALS / CERTIFICATIONS:

Valid State of Nebraska driver's license required. Verification and maintenance of responsible driving record per facility standards required.

Must have internet connectivity off-premises in order to respond to work requests when necessary.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT) - Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.

Some travel is required for this position.