Supervisor, IT Field Services

Overview

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At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more

Description

The Supervisor, IT Field Services oversees daily onsite technology support operations across assigned Emory Healthcare locations. This position is responsible for coordinating field services activities, supervising assigned staff, supporting team performance, and ensuring reliable and timely IT support aligned with clinical and operational needs. Supports the execution of established processes, operational improvements, and adherence to enterprise standards, service-level agreements, and regulatory requirements. Serves as an entry point into leadership for experienced IT professionals while maintaining a balance of hands-on technical support, operational oversight, and team coordination responsibilities.

RESPONSIBILITIES:

Leadership and Management:

1.Supervises daily IT Field Services operations across assigned Emory Healthcare locations.

2.Provides coaching, guidance, and performance feedback to assigned staff to support individual and team effectiveness.

3.Coordinates staff schedules, assignments, and workload distribution to maintain appropriate service coverage and operational efficiency.

4.Serves as the first-level escalation point for technical issues, service concerns, and operational challenges.

5.Supports consistent execution of established departmental processes, performance expectations, and service standards.

Operational Excellence:

1.Monitors service delivery to ensure compliance with established service-level agreements (SLAs), key performance indicators (KPIs), and customer service expectations.

2.Ensures adherence to established IT service management processes, including incident, request, and change management.

3.Reviews service tickets, operational reports, and performance data to identify trends, service gaps, and potential risks.

4.Supports root cause analysis and the implementation of corrective actions to improve service delivery and operational effectiveness.

5.Identifies opportunities to improve workflows, service consistency, and operational efficiency across assigned locations.

Patient-Centric and Technical Support:

1.Supports clinical and administrative operations by ensuring timely resolution of technology-related issues.

2 Assists with endpoint deployment, troubleshooting, maintenance, and device lifecycle management activities.

3.Provides hands-on technical support for hardware, software, operating systems, and basic network-related issues as needed.

4.Promotes customer service standards and supports timely, professional communication with end users.

5.Monitors service quality and user feedback to identify opportunities to improve the technology support experience.

Collaboration and Communication:

1.Partners with clinical, operational, and IT teams to coordinate technology support and service delivery needs.

2.Communicates service updates, technical escalations, operational concerns, and performance information to departmental leadership.

3.Serves as a point of contact for service-related feedback, issue resolution, and operational coordination.

4.Collaborates with internal IT teams and other stakeholders to support timely resolution of complex technical issues.

5.Supports effective communication and coordination across assigned locations to maintain consistent service delivery.

Compliance and Program Support:

1.Ensures adherence to organizational IT policies, information security standards, and applicable regulatory requirements, including the Health Insurance Portability and Accountability Act (HIPAA). 2.Supports accurate and timely documentation of technical procedures, service activities, and operational processes.

3. Maintains and promotes established knowledge base, procedural documentation, and IT service management standards.
4. Supports standardization of field services processes and procedures across assigned locations.
5. Identifies and escalates compliance concerns, operational risks, and service delivery issues through established channels.

ADDITIONAL DUTIES AS ASSIGNED

Performs other related duties and responsibilities as assigned.

MINIMUM QUALIFICATIONS:

Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.

Experience:

1.Five (5) years of IT field services, desktop support, endpoint support, or closely related experience. 2.Experience troubleshooting computer hardware, software, operating systems, and basic network-related issues.

3.Experience supporting Windows operating systems and Active Directory environments.

4.Familiarity with endpoint support, device deployment, and technology lifecycle management. 5.Working knowledge of basic networking concepts, including TCP/IP, DNS, and DHCP.

KNOWLEDGE, SKILLS, AND ABILITIES (REQUIRED)

1.Strong technical troubleshooting, analytical, and problem-solving skills.

2.Knowledge of IT field services operations, desktop support, endpoint management, and technical service delivery.

3.Ability to supervise daily team activities, coordinate assignments, and prioritize workloads.

4.Ability to provide coaching, guidance, and performance feedback to assigned staff.

5.Knowledge of Windows operating systems, Active Directory, computer hardware, software, and basic networking concepts.

6.Understanding of IT service management processes, including incident, request, and change management.

7.Ability to monitor service delivery, identify operational trends, and escalate technical or service-related concerns.

8.Strong written and verbal communication, interpersonal, and customer service skills.

9.Ability to collaborate effectively with clinical, operational, and technical stakeholders.

10.Ability to manage multiple priorities and respond to urgent service needs in a fast-paced healthcare environment.

11.Knowledge of organizational IT policies, information security standards, and applicable regulatory requirements.

12.Strong organizational skills and attention to detail when maintaining technical documentation and service records.

PREFERRED QUALIFICATIONS:

Experience:

1.Seven (7) or more years of IT field services, desktop support, endpoint support, or closely related experience.

2.Experience serving as a team lead, senior technician, or informal mentor.

3.Experience supporting enterprise IT operations within a healthcare, clinical, or hospital-based environment.

4.Experience applying IT Infrastructure Library (ITIL) or other IT service management practices. 5.Experience using endpoint management tools, including Microsoft Intune or Microsoft System Center Configuration Manager (SCCM).

6.Experience using IT service management platforms, including ServiceNow.

Certification: 1.CompTIA A+ certification. 2.Additional technical certifications, including CompTIA Network+, Microsoft certifications, or ITIL Foundation.

Knowledge, Skills, and Abilities (Preferred):

1.Knowledge of clinical IT environments, healthcare technology workflows, and hospital operations. 2.Familiarity with enterprise endpoint deployment, device management tools, and technology lifecycle processes.

3.Understanding of ITIL frameworks and established IT service management methodologies.

4.Ability to identify and support process improvement initiatives that enhance operational efficiency and service delivery.

PHYSICAL REQUIREMENTS:

Frequently requires lifting and handling IT equipment weighing between 1 and 25 pounds, with occasional lifting of equipment weighing up to 50 pounds. Requires regular standing, walking, bending, and handling of IT equipment throughout the workday. Duties may include accessing confined or elevated spaces, using ladders, and moving throughout hospital, clinical, and administrative facilities. Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS:

Work is performed across clinical, hospital, and administrative environments and may involve exposure to blood-borne pathogens, infectious diseases, biohazardous materials, and chemical agents. Environmental conditions may include temperature variations, elevated noise levels, and other workplace hazards. Appropriate personal protective equipment (PPE) may be required depending on the work environment and assigned tasks. The position involves frequent interruptions and may require responding to urgent, time-sensitive technical support requests. Environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

ACCOMMODATIONS: EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Leave and Accommodations.

PHYSICAL REQUIREMENTS: (Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 lbs.; Occasional to frequent standing & walking; Occasional sitting; Close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure; Bio-hazardous waste Chemicals/gases/fumes/vapors; Communicable diseases; Electrical shock; Floor Surfaces; Hot/Cold Temperatures; Indoor/Outdoor conditions; Latex; Lighting; Patient care/handling injuries; Radiation; Shift work; Travel may be required; Use of personal protective equipment, including respirators; environmental conditions may vary depending on assigned work area and work tasks.