As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own.
Nemours is seeking a Desk Side Supervisor (Full-Time), to join our Nemours Children's Hospital team in Orlando, Florida.
Located in Orlando, Fla., Nemours Children’s Hospital is the newest addition to the Nemours integrated healthcare system. Our 100-bed pediatric hospital also features the area’s only 24-hour Emergency Department designed just for kids as well as outpatient pediatric clinics including several specialties previously unavailable in the region. A hospital designed by families for families, Nemours Children’s Hospital blends the healing power of nature with the latest in healthcare innovation to deliver world-class care to the children of Central Florida and beyond. In keeping with our goal of bringing Nemours care into the communities we serve, we also provide specialty outpatient care in several clinics located throughout the region.
The Desk Side Supervisor position will be responsible for the daily management of the Operational Desktop support group that provide end user hardware support services to our clinicians and Nemours staff. Supported technologies include desktop computer systems, peripherals, printers, and desktop software. The position will be responsible for identifying, planning and executing small desk side related projects as well as ensuring the delivery of end user technology that meets the needs of the user and/or department. Along with the daily management of the team and managing work, this position will be expected to provide input for hiring and performance evaluation of the team including instituting disciplinary action as necessary. The supervisor is also responsible for the daily task scheduling, managing/reporting on state of the ticket work queue, vacation and time keeping, as well as coordinating the on-call rotation schedule. The supervisor is responsible for managing escalations, customer communications, discussing customer needs and providing quotes for equipment when necessary. The position will have direct reports that include: Satellite Techs, in-house analysts, and an Intern. The supervisor role will report to the Manager of the Desk Side team.
Provide supervision of daily Desk Side team activities – including monitoring individual work queues, assigning work and providing status updates, prioritization of tasks and coordination of resources, learning, understanding and enforcing policy, maintaining SOP and reliable method documents. Ensure the daily work queue is efficiently managed to meet SLA, expected by dates, minimizing and evaluating breached and pended tickets. Monitor staff work and efficiency.
Maintain an adequate spare parts inventory of hardware and supplies – ensuring Continuous Improvement methodology is used in daily management of par levels.
Coordinates with appropriate vendors to ensure that equipment is ordered and received in a timely manner so as not to impact daily operations or project timelines, and is tracked in the asset management process. Establishes, modifies and maintains a hot swap equipment area and ensures availability at all times to meet business needs.
Conduct rounding sessions with each PC Tech on a regular basis. Provide regular performance updates and coaching – provide active feedback of current staff performance and correction/recommendations to maintain metrics.
Manages a support plan for Satellite PC Technicians to ensure regular visits and support provided to the Nemours Satellite facilities.
Ensure the daily huddle and virtual huddle board are current including metrics and escalated issues.
Maintain current inventory and asset management including listing of personal computer hardware, printers, peripherals and software.
Accurately document instances of hardware failure, repair, and removal. Escalate to management as required.
Actively perform weekly rounding sessions through N/AIDHC to ensure visibility, accountability, and collaboration.
Manage a support plan for rounding at each Satellite location on a quarterly basis.
Monitors accessibility of applications or services provided to end users.
Assists with the implementation of enterprise-wide system tools to ensure scalability.
Establishes IT Desk Side policies to mitigate risk.
Assists Manager of Desk Side with budget goals and hardware refresh plan.
Actively contribute to the testing/evaluation of new technology to ensure compatibility.
Collaborates with specialized internal IT components, at enterprise wide level, to conclude root cause analysis relating to system issues.
Associate's Degree required.
Minimum of three (3) to five (5) years experience required.
Decision making abilities that fall within in the Nemours standards.
Able to handle problems in a calm and responsive manner.
Excellent team and interpersonal skills.
Exceptional customer & communication skills.
Strong organizational skills.
Able to work with a minimum of supervision.
***External Applicants - Please be advised if you apply to this position, you will be asked to take an assessment as part of the application process. This could add an additional 20 to 45 minutes, based upon the assessment that corresponds with this position. Please allow yourself enough time to complete the test, as you will not be able to save your application and come back to complete it at a later time. Do not use your mobile phone to apply to this position; our assessment is not compatible with mobile devices at this time ***
Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
Nemours is committed to improving the health of children. As a non-profit children’s health organization, we consider the health of every child to be a sacred trust. Through family-centered care in our children’s hospitals and clinics in Delaware, New Jersey, Pennsylvania and Florida, as well as world-changing research, education and advocacy, Nemours fulfills the promise of a healthier tomorrow for all children — even those who may never enter our doors. Nemours began more than 70 years ago with the vision of Alfred I. duPont to improve the lives of children and to do whatever it takes to prevent and treat even the most disabling childhood conditions. Today, through our children’s hospitals and health system, we directly care for 250,000 children annually in Delaware Valley and Florida, including families who travel from across the country and world to see our specialists — treating every child as we would our own. We also reach beyond the walls of our hospitals and clinics to be a voice for children on a national and international level, and to lead the way in prevention, intervention, education, and research. Nemours is growing to better serve the children and families in our ca...re. We have 1.1 million square feet of space currently devoted to providing children’s healthcare or under construction, all designed with significant input and advice from our patients and families.