Job Details

Overview

The Service Operations Supervisor will be responsible for managing the day-to-day IT Service operations, providing timely coaching/feedback to staff, helping with escalations, and providing guidance to staff to eliminate roadblocks. This role involves supervising IT staff, managing projects, ensuring team member performance quality in day-to-day operations. Supervisor collaborates with leadership to improve operational efficiency and ensure adherence to performance metrics and service standards. This is a 1st Shift, onsite role, with weekend rotations. At Children's Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity. Additionally, it's important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children's Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Responsibilities

• Manages the daily operations of the Service Operations Team and IT Hub by overseeing system monitoring, incident response, and service quality, while providing technical guidance and supporting Tier 1 escalations. Collaborates with leadership to improve operational efficiency and ensure adherence to performance metrics and service standards.
• Supervise and develop IT support staff through mentoring, performance evaluations, and ongoing training to meet current and future needs. Manage team schedules, foster strong customer relationships, and provide timely feedback and coaching to drive performance and accountability.
• Leads project management initiatives by prioritizing and executing time-sensitive customer requests, managing resources across active and upcoming PMO projects, and collaborating with cross-functional teams to align IT solutions with business needs.

Qualifications

• Bachelor's Degree in any technical field preferred and 3-5 years experience in Supervision, Management, Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, technical customer support, or other related experience. or
• HS diploma or equivalent and 7 or more years experience in Supervision, Management, Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, technical customer support, or other related experience.
• Information Technology Infrastructure Language (ITIL) Basics certification Preferred
• Helpdesk International Support Center Team Lead (HDI – SCTL) Preferred
• Helpdesk International Customer Service Representative certification (HDI-CSR) Preferred
• Helpdesk International Support Center Analyst (HDI-SCA) certification Preferred
• Net Preferred
• Sec Preferred
• Apple Certified Mac Tech (ACMT or ACIT Preferred)

Benefits

The benefits plans at Children's Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Starting Pay: Our pay ranges are market competitive. The pay range for this job begins at $32.57/hr, but your offer will be determined based on your education and experience.

Remote Work/Work from Home: This position is not eligible to work remotely, which means that the person hired will be required to work onsite at one of our Children's Mercy locations and may not work from home.

EEO Employer/Disabled/Vet: Children's Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. The hospital does not discriminate against prospective or current employees based on race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children's Mercy is smoke and tobacco free. CM is committed to creating a workforce that supports the diverse backgrounds of our patients and families. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our hospital stronger and our patient care more compassionate. If you share our values and our enthusiasm for service, you will find a home at CM. In recruiting for our team, we welcome the unique contributions that you can bring, including education, ideas, culture, and beliefs.

Children's Mercy