Network Smart Hands Supervisor

• Provide day-to-day supervision for 15 field technicians delivering Smart Hands support across multiple sites
• Oversee training, onboarding, skills development, and coaching aligned to team goals and technical requirements
• Set clear performance objectives, conduct staff evaluations, and manage performance improvement plans as needed
• Develop and manage working and on-call rosters, ensuring adequate coverage at all times including holidays and after-hours
• Foster a culture of accountability, safety, and professionalism within the team
• Oversee ticket dispatch, field technician assignments, and task prioritization using ServiceNow
• Coordinate with NOC, network engineering, and project teams to align field activities with technical directives
• Track work orders in real time, adjust assignments based on urgency or technician availability, and ensure timely completion
• Backfill Dispatcher role when needed, managing ticket queues and communications with stakeholders
• Monitor ticket accuracy, SLA compliance, and closure metrics within ServiceNow
• Conduct periodic audits and reporting to identify trends, gaps, and workflow improvements
• Escalate critical issues and coordinate with leadership or external vendors for urgent resolution
• Serve as backup to the Infrastructure & IDF Supervisor, supporting 800+ IT closets and modular infrastructure tasks as needed
• Generate and distribute daily/weekly/monthly activity and performance reports
• Provide operational insights to leadership, including staffing needs, training gaps, and incident trends
• Act as a liaison between Smart Hands, Facilities, NOC, Engineering, and other stakeholder teams

• 2+ years of experience managing or supervising technical field service teams (hospital environment preferred)
• 4+ years of hands-on experience with network infrastructure, structured cabling, or data center operations
• Demonstrated ability to coach, mentor, and evaluate technical staff performance
• Familiarity with managing shift schedules, on-call rotations, and emergency response planning
• Experience with ticketing/reporting systems
• ServiceNow experience strongly preferred
• Strong organizational, conflict resolution, and multitasking skills
• Ability to lift 50 lbs., work on ladders, and operate in physically demanding environments
• Reliable transportation and a clean, insurable driving record
• COVID-19 and flu vaccination (required for access to clinical facilities)
• CompTIA A+, Network+, or Cisco CCNA
• Experience using cable testers, fiber/copper diagnostic tools, or environmental monitors
• Strong proficiency in Microsoft Excel, Word, PowerPoint
• Skilled in creating reports, dashboards, or operational performance summaries
• Ability to communicate clearly across technical and non-technical teams
• Visio or AutoCAD knowledge a plus for layout documentation

Visio or AutoCAD knowledge a plus for layout documentation

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits