Job Description

Job Title: Supervisor, ISD (Help Desk Integration/Remote Support)
Job ID: 670484
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Department: ISD Help Desk
Location: 3600 Forbes Ave, Pittsburgh PA 15213


Under the general direction of the manager, supervises the day to day operations of a functional team of individual contributors within the Information Services Division. Provides support for development, installation, and delivery of technology products and services within specific departmental teams. This position provides remote support and help desk integrations.

  • Acts as primary point of contact for team's Disaster Recovery Plan.
  • Assures quality of information through business case and solution testing; validate results to initial business needs.
  • Completes performance evaluations and coaches/mentors staff.
  • Creates and applies process improvement to increase product and service quality to achieve business objectives.
  • Designs and documents system level, IS operations level, and/or end-user level procedures to support business applications.
  • Facilitates successful completion of projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with multiple teams and offers feedback, where appropriate, to complete individual and group efforts.
  • Proficiently applies IT methods, professional knowledge, and UPMC standards and practices.
  • Provides input on budget planning.
  • Responds to unfamiliar, undefined, unexpected or unstable situations with the professionally prescribed standard response.
  • Responsible for continuous self-study, trainings, partnering with management, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from management and team for development and effectively incorporates feedback into work and behaviors.
  • Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day-to-day work and projects.
  • Responsible for ensuring that service is provided to the ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
  • Shows the ability to adjust and be flexible to change by adapting approach when necessary.
  • Supervises a team as part of a technology operations program.
  • Work with ISD staff, clients and/or vendors to evaluate, develop, and implement solutions.


  • Seven years of total related experience, including one year experience as a senior or lead, OR equivalent combination of education/experience.
  • Professional knowledge of IT methods.
  • Proficient understanding of IT strategy and how it relates to business objectives.
  • Ability to successfully supervise projects to completion on time and within budget.
  • Ability to make decisions or recommendations based on various types and amounts of information.
  • Additionally, this position may be required to maintain a stand-by status as part of a rotation within the team.
  • This requires 24 hours per day, 7 days per week availability during the stand-by period.
  • The frequency varies based upon the number of colleagues in the rotation.


  • Remote Support
  • Leadership Experience
  • Integration Experience
  • Project Management

Licensure, Certifications, and Clearances:
UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $29.14 to $44.28

Union Position: No

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