Supervisor, IS Production Support, Evenings

Norton Healthcare; Whitner (KY); On-site; USD 65,000 - 85,000; Full time

Job summary

Norton Healthcare seeks a Supervisor for 2nd Shift IS Production Support to ensure the production environment meets business and service goals. You will lead the Service Desk and NOC daily, shaping processes and metrics to hit SLA commitments.

Responsibilities include staff scheduling, adherence to duties, and enforcing Norton Healthcare's technical standards using the latest tools. Focus on high-quality customer service and effective helpdesk management.

Qualifications

• Requires IT leadership experience (1 year with Associate Degree; 3 years without) leading projects or teams.
• Must obtain ITIL credential within 6 months of hire; SCM credential within 6 months; Security+ within 6 months; Network+ within 6 months.

Responsibilities

• Oversee daily management of Norton Healthcare's Service Desk and Network Operations Center.
• Develop processes, metrics, and standards to meet SLA commitments.
• Manage staff schedules and ensure adherence to operational duties.
• Ensure technical standards are developed and followed using current technology resources.

Skills

Team leadership

IT project leadership

Customer service

Education

Associate degree

Tools

ITIL credential

SCM credential

Security+

Network+

Job description

Responsibilities

The role of Supervisor, 2nd Shift I.S. Production Support is to insure the Norton Healthcare's Production Environment meets all business, and service goals. This position will be responsible for the daily management Norton Healthcare Service Desk and Network Operations Center. Additionally, the Supervisor, 2nd shift, I.S. Production Support position will be responsible for developing the processes, metrics, and standards needed to insure I.S. meets or exceeds SLA commitments. The Supervisor, 2nd Shift, I.S. Production Support's responsibilities will include managing all staff schedules and insuring the staff adheres to operational duties. This position will ensure that each of the technical standards embraced by Norton Healthcare will be both developed and followed, leveraging the latest technology resources/tools currently available. The Supervisor, 2nd shift is accountable for high quality customer service and helpdesk management.

Qualifications

Required:

• With Associate Degree: One year of Information Technology Experience leading projects or teams
• Without Associate Degree: Three years of relevant Information Technology Experience leading projects or teams.
• Information Technology Infrastructure Library Must obtain Information Technology Infrastructure Library (ITIL) credential within 6 months of hire. AND Support Center Manager (HDI) Must obtain Support Center Manager (SCM) credential within 6 months of hire. AND Security+ (IT Certification) Must obtain within 6 months of hire. AND Network+ (IT Certification) Must obtain within 6 months of hire.