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Emory Healthcare/Emory University Supervisor, Desktop Support in Atlanta, Georgia

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Description

Oversees and manages computer equipment support for the assigned area or support zone of one or more of the School of Medicine departments. Manages Desktop Support activities and compliance with Service Level Agreements (SLAs) and provides reports to IT management on SLA compliance performance metrics. Manages IT Desktop Consultants. Applies ITIL methodologies to daily department operations to ensure compliance with enterprise standards and goals. Delivers defined service offerings and manages customer expectations.

JOB DESCRIPTION:

  • Collaborates with the Manager, Desktop Support or Senior IT Manager to refine department processes, improve delivery and increase efficiencies.

  • Utilizes network-based tools to manage desktops centrally and ensure effective operations and cost control.

  • Manages people resources and processes to administer day-to-day operations.

  • Identifies individual and team skill gaps and developmental opportunities to facilitate career development.

  • Ensures direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop these individuals professionally.

  • Conducts performance evaluations consistently and fairly to facilitate open communication and encourage continuous performance improvement.

  • Manages team compliance with University policies and procedures to meet ITIL and enterprise requirements and expectations. Provides technical expertise to support team collaboration for resolving issues and meeting customer expectations.

  • Evaluates and summarizes departmental metrics to measure performance and forecast future needs.

  • Provides defined service offerings to manage customer expectations.

  • Refines Desktop Support processes to improve delivery and increase efficiencies.

  • Serves as the Incident Coordinator for the assigned support zone to minimize service disruptions.

  • Utilizes enterprise procurement tool to manage desktop user hardware and software purchases.

  • Manages escalated issues to restore service and address customer concerns.

  • Performs related responsibilities as assigned.

MINIMUM QUALIFICATIONS:

  • A high school diploma and five years of relevant IT experience, OR an equivalent combination of education, training, and/or experience.

  • Information Technology Infrastructure Library (ITIL) Foundations v3 certification preferred.

NOTE: Position tasks are required to be performed in-person at an Emory University location; working remote is not an option. Emory reserves the right to change this status with notice to employee.

Emory Supports a Diverse and Inclusive Culture

To ensure the safety of our campus community, all unvaccinated faculty and staff are currently required to get a weekly screening test for COVID-19.

Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.

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Job Number 70818

Job Type Regular Full-Time

Division School Of Medicine

Department SOM: Neurology: General

This position may involve the following Health and Safety issues: Not Applicable

Job Category Information Technology

Location : Name Executive Park 12

Campus Location (For Posting) : Location US-GA-Atlanta

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