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Field Services Supervisor

iMethods is an award winning Healthcare IT Staffing and Consulting firm. As a #1 BEST IN KLAS and Modern Healthcare Best Place to Work, our team is dedicated to exceeding expectations and ensuring alignment between customer needs and the resources we provide to meet those needs.
  • Type: Perm Placement
  • Job #34302

iMethods is seeking a Field Services Supervisor for a large, prestigious academic health system in Richmond, VA.  This is a full-time opportunity that would require relocation to Richmond.

Job Description:

Supervises the day to day operations of the Field Services team by facilitating advanced technical requests to seek resolution in a timely fashion, overseeing training of new hires and the continued technical training for the team. Partners with manager in fulfilling administrative duties including project planning, equipment review and ordering, maintenance scheduling and documentation.

1. Performance Expectation: Technical Leadership
• Plans, directs and coordinates activities pertaining to technology, Field Services and customer support.
• Provides day to day customer interface for supporting IT Infrastructure, Applications and any other IT support functions.
• Stays abreast of and advises organization leadership on technology, industry and regulatory trends and developments.
• Ensures the effective use of technology, identifies organizational information technology needs, and recommends system development and equipment needs.
• Provides guidance and education to leadership on information systems.
• Supports field service team in providing outstanding client service. Delegates work assignments effectively to field service staff to meet service goals.

2. Performance Expectation: Operational/Customer Support
• Develops and implements Field Services strategy that contribute to organizational business goals.
• Serves as an internal consultant to VCUHS customers on functionality, maintenance and integration of information technology solutions.
• Seeks to understand unique business requirements and develops knowledge of organizational business processes.
• Assist with establishing Field Services Service Level Agreements (SLA’s), manages Key Performance Indicators (KPI’s) and ensures operational metrics are collected and reviewed for meeting objectives.
• Assures work product is developed, implemented, documented and supported per applicable organizational and IT policies.
• Appropriately communicates group progress, accomplishments, and issues.
• Recommends business process improvements and develops operational procedures to promote efficiency and quality improvement.
• Consults with personnel in other information systems sections to coordinate activities.
• Ensures compliance with Information Services policies and guidelines.
• Trains and facilitates continued education for the Field Services Team.
• Establishes purchase order metrics and budgeting for the Field Services Team.
• Ensures that all employee evaluations are completed, communicated and processed on a timely basis.
• Partners with Human Resources to administer employee actions including hiring, performance reviews, promotions, disciplinary actions and terminations.

3. Performance Expectation: Talent Management
• Provides effective leadership to team of Field Services Technicians responsible for providing technical
support for the organization.
• Communicates area’s strategic objectives to staff in order to maintain strategic alignment and streamline efforts.
• Assists manager in staffing and retaining talent in order to achieve strategic and operational goals.
• Ensures performance objectives are clearly set for all employees and coaches and mentors staff to optimize performance, engagement, professional development and the quality of their work experience.
• Performance Expectation: Fiscal
• Collaborates with Information Services leadership to develop annual budget for assigned area.
• Controls expenses and is responsible for meeting annual budget goals and objectives within assigned area.
5. Performance Expectation: Miscellaneous Responsibilities
• Performs other duties as assigned and/or participates in special projects in order to support the mission of VCUHS and the department.
• Provides assistance to team members.
• Accepts alternate assignments as required


Experience REQUIRED:
• Minimum of three (3) years of progressive experience in information systems delivery with a minimum of one 1-2 years of team lead/leadership experience.

Experience PREFERRED
• Five (5) years’ experience in field services role to include 2 years of team lead/leadership experience.
• Project Management experience.
• Technical Documentation experience.
• Asset Management experience.
• IT budget experience.

Education/training PREFERRED:
• Bachelor’s Degree in Computer Information Systems, or related field from an accredited program or equivalent combination of related education and experience.

Independent action(s) required:
• Development of relationships with key stakeholders and end users throughout VCUHS.
• Negotiation, management and monitoring of Service Level Agreements.
• Production of enterprise metrics related to service delivery, support, and customer satisfaction.
• Manages projects, assesses workload and assigns appropriate resources.
• Supervisory responsibilities (if applicable):
• Ability to effectively manage, develop and motivate staff.
• Additional position requirements:
• Age Specific groups served:

Physical Requirements (includes use of assistance devices as appropriate):
• Mental/Sensory:
• Strong recall
• Reasoning
• Problem solving
• Hearing
• Speak clearly
• Write legibly
• Reading
• Logical thinking
• Accepts alternate assignments as required

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