Technology Services Supervisor / Desktop Support Supervisor
As Mount Sinai grows, so does our legacy in high-quality health care.
Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital,dedicated to continuing the training of the next generation of medical pioneers.
Culture of Caring: The Sinai Way
Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.
The Technical Service Associate Supervisor is responsible for Hospital-wide end user end-point technologies related to Desktop Support, Printing and Mobile Devices. This individual will be leading a desktop support team, managing multiple priorities, problem solving, and participate in various technology initiatives/projects. This role will require the ability to be able to develop, supervise, and mentor a team while delivering excellent customer service.
The TSA Supervisor will be responsible for the asset management of all workstations Windows/Macs, Mobile Devices and bench items. The role will be responsible for the daily operational performance of the desktop team and the individuals within it to ensure that our/their service level agreements are met. This will include reviewing ticketing reports, KPIs and metrics, as well as overseeing the day-to-day response to incidents and requests.
Qualifications
Desired Skills for the Role
Ability to travel to remote offices, as needed Ability to work as a team and supervise multiple people while operating autonomously Ability to relay to non-technical users in a user-friendly language Ability to manage multiple and sometimes competing priorities to meet all deadlines Willingness to receive constructive criticism or feedback on job performance and adjust work habits as necessaryResponsibilities
Responsible for the supervision, operation, and administration of all Desktop Support systems, including desktop PCs, laptops and video conferencing endpoints Provide hands-on leadership and support for Desktop solutions and 3rd party vendor products Work with the IT Leadership to establish, track and ensure compliance with key performance metrics for the desktop team, inclusive of Responsiveness/Service Level Agreements, Aging, Productivity, and User Satisfaction reporting Review Daily, Weekly and Monthly ticket reports and service metrics to identify performance issues Onsite presence is required. Provide oversight, coordination and communication for operational issues, being able to quickly and effectively follow production issue Incident Management and escalations. Coordinate or personally address desktop escalation issues and provide VIP/Executive Management support on an as-needed basis Supervise the day-to-day planning, operation, and team incident/request response Coordinate Desktop team scheduling and coverage planning Coach and motivate the team to ensure delivery of a consistently superior customer experience Work with IT Service Desk counterpart to optimize processes between both teams Ensure Desktop team members comply with IT policies and procedures Provide feedback and participate in Desktop team performance reviews while providing mentorship in order to optimize productivity and quality standards Coordinate team video and web conferencing set-ups Provide escalation status notification on service impacting events Understanding of networking (LAN, WAN), and active directory Manage and support printers locally and networked Oversee team responses to High Priority and Urgent escalations from the support desk and other departments Aid in the development, updating and maintenance of Desktop Image(s) for the physical and virtual environments Administer Desktop equipment deployments and setups for new hires, terminations and MAC. Work with to maintain an inventory database of all desktop and laptop hardware Participate in project-based work within the TSA team as well as other teams Provide guidance and oversight to current PC refresh initiatives Serves as a liaison with third-party vendors. Responsible for maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment. Properly handles all equipment and tools, storing as required upon completion of work. Be available for weekend and after hours support when needed.Benefits
We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes:
Health benefits Life insurance Long-term disability coverage Healthcare spending accounts Retirement plan Paid time off Pet Insurance Tuition reimbursement Employee assistance program Wellness program Share