Career Center

The Johns Hopkins School of Medicine Office of Information is seeking a Technology Support Supervisor who will supervise the technicians that assist customers who are experiencing any procedural or operating difficulty with the use of Information Technology applications, products, or services. Responsible for the day-to-day operations of IT technicians who provide Level 1 and Level 2 support to SOM faculty, staff, and students, as well as external Continuing Medical Education Students. Provides field information for problem management in their area of expertise. Investigates and resolves computer software including troubleshooting, maintenance, and technical support for various software applications, including CloudCME, New Innovations, and Slate. Directly supervises, trains, and mentors IT technicians and ensures that help requests are addressed efficiently. Works with IT Director and other Managers and staff to prioritize workload. Serves as liaison for SOM faculty, staff, and students regarding support operations, policies, and procedures.

Specific Duties & Responsibilities

• Monitors the service desk ticketing system to triage and assign calls.
• Solves problems and makes decisions to guarantee that response time and support commitments are met within stated timeframes.
• Follows established policies and procedures, trains staff on policies and procedures, and makes recommendations for improvements.
• Coaches staff to develop troubleshooting processes, grow technical knowledge, and improve performance.
• Documents solutions in the service desk ticketing system and ensures that staff document all activity in the service desk ticketing system.
• Coordinates daily schedules across all teams to ensure coverage for stated hours of operations.
• On-call duty may be required outside business hours to respond to urgent and high-priority service issues or outages.
• Serves as a central contact in the escalation process with other teams.
• Provides coaching and feedback to effectively address performance concerns.
• Performs a lead role in the hiring, evaluation, and termination of IT technicians.
• Produces, analyzes, and reviews service desk metrics with staff.
• Identifies problem trends and coordinates efforts with other IT teams.
• Ensures that troubleshooting efforts are completed.
• Advises IT Director and other Managers on training requirements for IT technicians.
• Stays current with industry trends, methods, and technological advances.
• Works independently; needs occasional supervision.
• Advises IT Director and other Managers on teamwork prioritization.
• Takes the lead in solving the most complex problems.
• Calls attention to potential capacity, performance, and security problems.
• Makes recommendations for management review.

Additional Knowledge, Skills, & Abilities

• Excellent interpersonal skills to support work with both technical and nontechnical personnel at all levels throughout the organization.
• Computer troubleshooting skills and working knowledge of computer networks.
  
• Familiarity with both Slate, CloudCME and New Innovations cloud-based software systems
  
• Excellent verbal and written communication skills, especially listening and understanding what is being described, with attention to detail in transcribing communications into help desk ticketing systems.
  
• Must have the ability to work with faculty, staff, and students in a professional, helpful, and friendly manner.
  
• Punctual and organized, with the ability to work calmly under pressure in busy environment.

Supervisory Responsibility

• 3-4 Senior Technical Support Analysts.

• Two years college coursework.
• Three years of related experience, including some help desk experience.
• Additional education may substitute for required experience and additional related experience may substitute for required education, to the extent permitted by the JHU equivalency formula.

• Bachelor's Degree.
• Advanced level of technical support for Microsoft products in a help desk environment.
• Progressive experience in leading or supervising a technical support team in a professional environment, in higher education.

Classified Title: Technical Support Supervisor 
Role/Level/Range: ATO 40/E/03/OH  
Starting Salary Range: Min $27.00 - Max $48.00 HRLY ($71,175 targeted; Commensurate with experience) 
Employee group: Full Time 
Schedule: Monday - Friday 8:30 AM - 5:00PM 
Exempt Status: Exempt 
Location: Remote 
Department name: SOM Admin Info Technology  
Personnel area: School of Medicine 

Total Rewards
The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law
Learn more:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Accommodation Information

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. The COVID-19 vaccine does not apply to positions located in the State of Florida. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Note: Job Postings are updated daily and remain online until filled.

About Johns Hopkins University

Johns Hopkins University remains committed to its founding principle, that education for all students should be grounded in exploration and discovery. Hopkins students are challenged not just to learn but also to advance learning itself. Critical thinking, problem solving, creativity, and entrepreneurship are all encouraged and nourished in this unique educational environment. After more than 130 years, Johns Hopkins remains a world leader in both teaching and research. Faculty members and their research colleagues at the university's Applied Physics Laboratory have each year since 1979 won Johns Hopkins more federal research and development funding than any other university. The university has nine academic divisions and campuses throughout the Baltimore-Washington area. The Krieger School of Arts and Sciences, the Whiting School of Engineering, the School of Education and the Carey Business School are based at the Homewood campus in northern Baltimore. The schools of Medicine, Public Health, and Nursing share a campus in east Baltimore with The Johns Hopkins Hospital. The Peabody Institute, a leading professional school of music, is located on Mount Vernon Place in downtown Bal...timore. The Paul H. Nitze School of Advanced International Studies is located in Washington's Dupont Circle area.

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