Req#:668011 Client Technology Supervisor-CTS

Monday-Friday 8:30-5

Hybrid/Remote

Johns Hopkins Mt. Washington Campus

5801 Smith Ave., Davis Bldg.

Lower Level

Baltimore, MD 21209

Position Summary: Reports to a Manager or Director within IT[redacted] and is responsible for supervising Desktop Support staff, acting as a 4th level of expert support. This position will assist as needed in order to provide the highest level of IT support, recommend hardware, plan out large-scale projects and deployments as well as participate in Leadership discussions. This position will effectively manage escalated customer issues, defuse situations and achieve a positive outcome for the customers.

Competencies:

A. Education:

Two years of college or trade school required, preferably in Information Systems, Business Administration, or Management. Work experience may be substituted for degree

B. Knowledge:

Requires advanced knowledge and understanding of the interrelationships of enterprise infrastructure technologies and information systems applications.

C. Skills:

Effective meeting management, presentation, time management and communication skills. Ability to plan, organize, direct, implement and evaluate processes to lead people and manage resources to achieve desired result. Must be goal oriented, pragmatic, self-disciplined, and organized with ability to facilitate, interact effectively with all levels of management.

D. Required Licensure, Certification, Etc.:

Within a year of hire, a successful completion of the Hopkins JHH or JHU Supervisory training program.

E. Work Experience:

Six years of related experience with computing devices, operating systems, software installation, maintain host processors and analysis of user needs. One year of team leadership or project management experience

F. Machines, Tools, Equipment:

N/A

Dimensions:

A. Budget Responsibility:

Tracks and reports on budgets associated with deployment or fleet replacement projects. Participates in the procurement process and identifies potential budget issues.

B. Authority/Decision Making Level:

Tracks team support tickets and Service Requests and escalates as necessary. Collects data for support decisions as necessary to effectively manage workload.

C. Supervisory Responsibility:

Supervises activities of Desktop Support team members. Approves out of the office requests, evaluations, and discipline of staff. Reallocates team resources as needed.

Problem Solving:

Ability to monitor and evaluate information, and to make necessary adjustments to procedures and program implementation. Awareness of need for timely communication, able to identify potential barriers and strategies, and able to synthesize and integrate information. Relies on experience and judgement to plan and accomplish goals.

Information Management:

Ability to organize, create and maintain documents and effectively communicate status of project to all levels of the organization.

Working Conditions:

Works in a "normal" office/home environment where there are no physical discomforts due to dust, dirt, noise, and the like. Must be willing and able to work in health care environment. Some local travel may be necessary.