Field Services Supervisor

Field Services Supervisor

At Ovation Healthcare, we've been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Field Services Supervisor oversees the daily operations of the Field Services team, ensuring efficient and effective technical support for employees and healthcare facilities across a variety of hardware, software, endpoint, and infrastructure systems. This role is responsible for managing and supervising Field Services Specialists, providing leadership, guidance, training, and performance feedback. The supervisor ensures that team members meet service level standards, respond to onsite and remote support needs in a timely manner, and deliver a high standard of customer service.

The Field Services Supervisor handles complex or escalated field support issues, providing advanced troubleshooting and problem-resolution expertise for hardware, software, endpoints, workstations, peripherals, network connectivity, and other technologies supported by Field Services. Additionally, the supervisor is responsible for monitoring team performance, ensuring adherence to Field Services procedures and standards, coordinating workloads and resource allocation, and identifying opportunities to improve field support operations. Other duties may be assigned as needed.

Duties and Responsibilities:

• Perform additional duties as assigned to support the overall success of Field Services and organizational goals.
• Participate in recruitment, onboarding, scheduling, and professional development activities for Field Services staff.
• Develop, update, and contribute to training materials, procedures, knowledge articles, and operational standards to enhance team capabilities and service delivery.
• Identify recurring issues and operational trends and recommend process improvements that improve reliability, service quality, and the overall end-user experience.
• Support hardware and technology lifecycle activities, including equipment deployment, replacement, moves, installations, inventory coordination, and asset management as assigned.
• Foster a customer-centric culture focused on providing professional, responsive, and high-quality support to hospital employees and other end users.
• Coordinate with the Service Desk, Infrastructure, Applications, Security, Clinical Informatics, vendors, and other stakeholders to ensure seamless communication and effective problem resolution.
• Ensure accurate documentation of field activities, incidents, service requests, equipment work, troubleshooting steps, and resolutions within ServiceNow or other designated systems.
• Manage team workloads, schedules, geographic coverage, and resource allocation to optimize field support efficiency and response times.
• Monitor team performance metrics, ticket queues, workload, response times, completion rates, and quality of customer service delivered.
• Handle complex or escalated technical issues, applying advanced troubleshooting and problem-solving skills related to hardware, software, operating systems, endpoints, peripherals, network connectivity, and supported clinical or business technologies.
• Coordinate and prioritize onsite service requests, incidents, installations, moves, equipment deployments, repairs, and other field support activities.
• Ensure the team consistently meets service level agreements (SLAs), response-time expectations, and established Field Services standards.
• Manage and supervise Field Services Specialists by providing leadership, guidance, training, coaching, and performance feedback to foster a high-performing team.
• Oversee the daily operations of the Field Services team, ensuring timely, efficient, and effective onsite and remote technical support across supported healthcare facilities.

EDUCATION:

• Associates Degree Preferred

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Reliable high-speed internet connection is required for all remote/hybrid positions.
• Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities.
• A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.