Supervisor, IT Service Center

The IT Service Center (ITSC) Supervisor is responsible for Administration of the IT Service Center staff, policies, procedures, and processes. Responsible for the delivery of IT Services as outlined in the IT Strategic Plan by providing Customer support services that are responsive, efficient, and reliable. Acts as the primary point of contact for ITSC staff and customer feedback. Has proficient knowledge of a diverse array of computer systems, equipment, applications, and services. Continuously improves ITSC processes and services. Takes responsibility for overall customer service satisfaction.

ESSENTIAL JOB FUNCTIONS

• Supports and models behaviors consistent with the mission, vision and values of Altru Health System.
• Demonstrates the ability to prioritize job duties and requirements in order to meet the customer's needs.
• Manages the IT Service Center teams.
• Administrates the current IT Service Management tool(s).
• Works closely with the Infrastructure Supervisor to ensure both teams are providing the world class level of service to the customers and that the teams continue to communicate closely.
• Creates, implements, and maintains a IT Service Center team work plan, including IT Service planning, fulfillment, and improvement in conjunction with Information Services Managers and Directors.
• Coordinates and participates in the IS department on call rotation.
• Participates in the development and implementation of administrative policies, procedures, and job descriptions.
• Assists IS Leadership to ensure applicable capital and operating budgets are met.
• Originates hardware and software orders related to fulfilling service requests and resolving incidents and problems. Provides consultation for other leaders to fulfill IT related requests
• Makes recommendations to the Information Services Managers and Directors on hiring, disciplinary action and discharge of the employees for which they supervise. Coordinates the orientation of new employees assuring consistency of application regarding procedures and oversees employee performance review process completing performance appraisals of all direct reports following standard operating procedure. Promotes continuous staff participation in the Peer Review Process.
• Coordinates staffing and scheduling for the area assigned. Oversees and organizes the flow of workload, identifies staffing requirements based on workload and communicates changes to appropriate individuals, while identifying, conducting, and following up by taking action on unsatisfactory outcomes, unusual findings, special needs and requests.
• Identifies professional and organizational issues and trends, suggesting action and facilitating change and participates in restructuring of processes and services, while serving as a resource to the staff and physicians.
• Performs other duties as assigned or needed to meet the needs of the department/organization.

BEHAVIOR STANDARDS As an Altru employee we contribute to our culture each day and demonstrate that culture through the experience we create for each other, our patients and their families, and referring physicians. Key to creating a culture that delivers high quality and reliable care is having a core set of behavior standards. Our standards, represented by the acronym I AM ALTRU, remind us every day to commit to and live those standards.

• Integrity: We will always do the right thing even when no one is watching.
• Acknowledge: We will create a welcoming, healing environment.
• Meaningful: We will provide an exceptional patient experience.
• Accountable: We will accept responsibility for our actions and behaviors.
• Listen: We will listen and seek to understand.
• Team: We will work together to deliver world-class care.
• Respect: We will treat each other with respect.
• Understand: We will seek to understand and respond genuinely.

KNOWLEDGE & SKILLS Required:

• Bachelor's in Information Technology or related field or equivalent work experience.
• A minimum of one (1) to three (3) years of experience in a health care system.
• Demonstrates the ability to work effectively with various levels of leadership and other stakeholders.
• Demonstrates the ability to effectively communicate both verbally and in written format.

Preferred:

• A minimum of six (6) years of experience in IT customer support.
• Proven ability to lead a diverse IT staff.
• Skilled at developing processes and procedures to improve overall IT support services.
• Familiarity with ITIL practices.

SAFETY & COMPLIANCE

• Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.
• Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and development and the skills necessary to provide patient/customer care/services.
• Demonstrates knowledge and understanding of and compliance with:
  • All pertinent safety, health and environmental policies, procedures and guidelines.
  • Working safely, without causing harm or risk to self, others or property.
  • The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader/Manager.
  • The use of all safety equipment and personal protective equipment.

SUPERVISION RECEIVED: Director, Technology & Support Services

FUNCTIONAL ASSESSMENT:
Sit Frequent
Stand Occasional
Walk Occasional
Lift/Carry Sedentary
Push/Pull Sedentary
Bend Occasional
Reach Frequent
Squat/Crouch/Kneel Rare
Climb/Crawl None
Twist Occasional