Supervisor, Desktop Support - School of Medicine

Job Number
Job Type
Regular Full-Time
School Of Medicine
SOM: Information Tech Service
This position may involve the following Health and Safety issues:
Not Applicable
Job Category
Information Technology
Campus Location (For Posting) : City
Location : Name
Emory Campus-Clifton Corridor

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  • Oversees and manages computer equipment support for the assigned area or support zone of one or more of the School of Medicine departments.
  • Manages Desktop Support activities and compliance with Service Level Agreements (SLAs) and provides reports to IT management on SLA compliance performance metrics.
  • Manages IT Desktop Consultants.
  • Applies ITIL methodologies to daily department operations to ensure compliance with enterprise standards and goals.
  • Delivers defined service offerings and manages customer expectations.
  • Collaborates with the Manager, Desktop Support or Senior IT Manager to refine department processes, improve delivery and increase efficiencies.
  • Utilizes network-based tools to manage desktops centrally and ensure effective operations and cost control.
  • Manages people resources and processes to administer day-to-day operations.
  • Identifies individual and team skill gaps and developmental opportunities to facilitate career development. Ensures direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop these individuals professionally.
  • Conducts performance evaluations consistently and fairly to facilitate open communication and encourage continuous performance improvement.
  • Manages team compliance with University policies and procedures to meet ITIL and enterprise requirements and expectations.
  • Provides technical expertise to support team collaboration for resolving issues and meeting customer expectations.
  • Evaluates and summarizes departmental metrics to measure performance and forecast future needs. Provides defined service offerings to manage customer expectations.
  • Refines Desktop Support processes to improve delivery and increase efficiencies.
  • Serves as the Incident Coordinator for the assigned support zone to minimize service disruptions.
  • Utilizes enterprise procurement tool to manage desktop user hardware and software purchases.
  • Manages escalated issues to restore service and address customer concerns.
  • Performs related responsibilities as assigned.
  • Provides supervision for the SOMITS Curricular Support team’s academic technical support operations.
  • Collaborates with SOMITS-CS’ Sr. IT Manager to ensure supported departments’ tech support needs are being met, refine support processes, improve delivery, and increase efficiencies.
  • Provides desktop, AV, application, server, high fidelity medical simulator, and virtual reality tech support to the School of Medicine’s Simulation (SIM) and Human Simulation Education Centers (HSEC).
  • Serves as a technical project lead and provides backup tech support to SOMITS team members, when needed, across technical domains.
  • Provides supervision for the SOMITS-CS team’s academic technical support operations.
  • Serves as a technical project lead and provides backup tech support to SOMITS team members, when needed, across technical domains.
  • Provides technical support for CAE Healthcare’s LearningSpace (LS) application, which encompasses:
  • Administration of LS’ application/video capture server decks, RAID video storage, and backup
    power/alert system hardware.
  • Coordination of archiving/deletion of video records with SIM / HSEC in accordance with the SOM’s
    records retention policy.
  • Coordination of basic and complex technical support needs with CAE’s remote application support
    team in Hungary.
  • Provides desktop support and creates/deploys/updates specialized system images for:
    PCs located in SIM / HSEC used in conjunction with LS-related live event control, hifi medical
    simulator control, public announcements, and data entry.
  • Provides AV support for systems associated with LS including:
  • HD IP cameras.
  • Digital video encoding systems.
  • Mics/audio encoding systems.
  • LS’ AV system VLAN and Dante audio VLAN.
  • PA systems for live simulated event announcements.
  • Provides tier-1 technical support for SIM’s portfolio of hi-fi/lo-fi medical simulators and robotics technologies including:
  • Laerdal SimMan 3G, SimMom, and SimBaby.
  • Gaumard’s Hal, Hal 5 y/o, and neonatal simulators.
  • Harvey cardiopulmonary simulators.
  • ACLS/BLS skills-testing simulators.
  • SonoSim systems.
  • Virtual laparoscopic and surgery simulators.
  • Curriculum-related lo-fi simulators.
  • Maintains technology inventory and provides support & consulting relating to:
  • Ancillary technologies (e.g., VOIP/smartphones, ventriloscopes, etc.).
  • Technology refreshes and budgeting cycles.
  • Provides periodic technical cross-training on SIM / HSEC-related technologies to SOMITS-CS team
  • Cross-trains on Curricular Support-related applications & technologies and provides backup technical support for SOMITS-CS team members on a periodic basis.
  • Builds and maintains relationships with vendors providing products and services germane to SIM / HSEC’s simulation-based education systems.
  • Must be comfortable with:
  • Being on call and onsite during normal business hours to address immediate technical support needs adversely impacting live simulation-based educational events.
  • Addressing technical support needs that may require the use of ladders, etc. to access systems
    located in drop-ceilings above supported areas.
  • Providing occasional backup technical support in an academic cadaver lab and being familiar with
    associated safety protocols.
  • Occasionally providing technical support on evenings and weekends.


  • A high school diploma and five years of relevant IT experience, OR an equivalent combination of education, training, and/or experience.
  • Information Technology Infrastructure Library (ITIL) Foundations v3 certification preferred.


  • Medical simulation-focused center management application experience (e.g., LearningSpace, B-Line, etc.).
  • Experience with LearningSpace strongly preferred.
  • Experience with supporting and/or operating hi-fi/lo-fi medical simulation technology.
  • A blend of desktop, server, programming, digital media production/post-production, and/or AV support experience.
  • Preferred certifications include:
  • CHSOS, CHSE or CHSE-A certification from the Society for Simulation in Healthcare (SSH).
    CTS, CTS-D or CTS-I credentials from Avixa.
  • BLS or ACLS certification from the American Heart Association.


NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs.  Schedule is based on agreed upon guidelines of department of work.  Emory reserves the right to change remote work status with notice to employee.

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To ensure the safety of our campus community, the COVID-19 vaccine is required. For more information on the University and Hospital policies and potential exemptions, please see our website.

Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.


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