Supervisor Endpoint Services

SUMMARY:Provides leadership and supervisory oversight for Endpoint Services, ensuring the reliable delivery, support, lifecycle management, and continuous improvement of endpoint technologies across the organization. Supervises and develops staff; coordinates daily operations, work assignments, escalations, service quality, and customer support standards. Oversees endpoint hardware, software, imaging, applications, mobile devices, peripherals, and related tools to support secure, efficient, and dependable technology services for hospital operations. Partners with Information Services teams, vendors, and customers to resolve complex issues, improve processes, maintain accurate asset management practices, and align endpoint services with organizational priorities, compliance expectations, and patient care needs.ESSENTIAL FUNCTIONS:· Supervises Endpoint Services staff, including hiring, onboarding, training, coaching, scheduling, work assignments, performance management, and professional development.· Leads daily endpoint operations to ensure timely, effective, customer-focused support for hardware, software, applications, imaging, mobile devices, peripherals, and related technologies.· Oversees endpoint equipment lifecycle activities, including evaluation, configuration, deployment, maintenance, repair, replacement, refresh, and retirement.· Coordinates resolution of complex endpoint, desktop, LAN, application, and peripheral issues, ensuring effective troubleshooting, documentation, communication, and escalation.· Develops and improves endpoint support standards, procedures, imaging practices, maintenance plans, backup processes, and workflows to strengthen reliability and efficiency.· Manages endpoint asset practices, including allocation, inventory accuracy, asset tracking, refresh planning, surplus coordination, and compliance with asset management standards.· Monitors service levels, ticket queues, escalations, response times, communications, and resolution quality to ensure support meets defined expectations.· Identifies recurring endpoint issues, analyzes trends, and implements corrective actions to reduce repeat incidents and improve the customer experience.· Partners with Information Services teams, clinical and business departments, and vendors to coordinate endpoint projects, deployments, upgrades, moves, service requests, and operational changes.· Provides technical guidance, training, knowledge transfer, and operational direction to staff and customers to support effective technology use and consistent service delivery.· Prepares and communicates operational updates, project status, performance metrics, issue trends, and service improvement recommendations.· Ensures endpoint activities align with organizational security, privacy, confidentiality, regulatory, safety, and department-specific policies and standards.· Promotes accountability, responsiveness, collaboration, continuous improvement, and service-oriented support for safe and efficient hospital operations.· Participates in endpoint technology planning, refresh strategies, capacity planning, budget planning, hardware forecasting, vendor coordination, and service improvement initiatives.· Serves as an operational leader during endpoint-related disruptions, coordinating technical resources, communications, escalations, and restoration efforts.· Plans and oversees endpoint-related projects and deployments, ensuring resources, schedules, communications, and service expectations are effectively managed.· Performs related duties as assigned.MINIMUM QUALIFICATIONS:EDUCATION:· Bachelor's degree, or an equivalent combination of relevant education and experience.EXPERIENCE:· Five (5) years of progressively responsible endpoint services, endpoint management, or related information technology experience, including support for workstations, mobile devices, printers, and peripheral equipment.· Requires at least two (2) years of supervisory experience.LICENSURE OR CERTIFICATION:· None required.KNOWLEDGE, SKILLS AND ABILITIES:· Knowledge of endpoint services operations, including desktop and mobile device support, hardware, operating systems, software, imaging, peripherals, applications, and support tools.· Knowledge of endpoint lifecycle management, including standards, deployment, maintenance, refresh planning, inventory control, asset tracking, surplus coordination, and retirement.· Knowledge of service management principles, ticketing workflows, service levels, escalation practices, customer communication, and incident resolution.· Knowledge of information security, privacy, confidentiality, regulatory, and organizational requirements for endpoint services in a healthcare environment.· Skill in supervising, coaching, training, scheduling, assigning work, monitoring performance, addressing concerns, and supporting staff development.· Skill in analyzing complex endpoint, desktop, application, peripheral, connectivity, and workflow issues and implementing timely, sustainable resolutions.· Skill in developing, documenting, maintaining, and improving endpoint support standards, procedures, technical documentation, knowledge articles, and workflows.· Skill in prioritizing work, managing competing demands, coordinating escalations, tracking follow-through, and maintaining service quality in a high-demand healthcare environment.· Skill in communicating clearly and professionally with technical teams, clinical and business departments, vendors, leadership, employees, patients, and the public.· Ability to lead with accountability, sound judgment, adaptability, professionalism, and a service-oriented approach.· Ability to translate technical procedures, business requirements, policies, guidance, and regulatory information into practical endpoint services processes.· Ability to prepare reports, business correspondence, operational updates, technical procedures, performance summaries, and service improvement recommendations.· Ability to analyze data, identify trends, define problems, draw conclusions, and recommend process improvements.