Services Supervisor (Patching)

The IMS Compute Supervisor is responsible for operational and people leadership of the Managed Compute function, ensuring stable, secure, and compliant delivery of compute services (OS, virtualization, cloud infrastructure, patching, monitoring, and platform operations).

This role oversees technicians and engineers supporting Managed Compute queues, enforces IMS processes and quality standards, and acts as the primary escalation and accountability point for Compute‑related incidents, service requests, and client impact.

Compute‑Specific Scope

The role is focused on services commonly routed through IMS Compute, including but not limited to:

• Managed OS (Windows & Linux)

• Virtualization platforms (VMware / Hypervisor‑based workloads)

• Cloud compute environments

• Compute monitoring and alert response

• Compute‑related ServiceNow incidents, requests, and changes

Core Responsibilities

People Leadership & Coaching (Compute Team)

• Directly supervises IMS Compute technicians (L1–L2)

• Conducts regular 1:1s, coaching, and corrective actions for compute staff

• Reinforces accountability for:

• Proper ticket handling

• Technical ownership

• Professional client communication

• Addresses repeat technical or process gaps through structured coaching and escalation

Compute Service Delivery Oversight

• Oversees daily operations of IMS Compute queues to ensure:

• SLA compliance

• Proper triage and escalation

• Correct routing between Compute, Storage, Network, and Platform teams

• Acts as an escalation point for:

• Priority compute incidents (P1/P2)

• Chronic or recurring compute issues

• Client escalations related to compute services

• Ensures compute tasks are owned end‑to‑end through resolution

Quality Assurance & Process Compliance (Compute)

• Enforces Managed Services and Compute‑specific processes, including:

• Knowledge article attachment

• Accurate categorization and CI selection

• Correct client‑facing updates

• Performs or oversees QA reviews on compute tickets

• Identifies systemic compute issues (patching failures, alert noise, repeat incidents) and escalates trends to leadership

Dashboards, Metrics & Visibility

• Ensures team usage of official IMS Managed Services dashboards for compute operations

• Reviews metrics related to:

• SLA attainment

• Ticket quality and rework

• Escalation frequency

• Uses reporting insights to proactively correct performance or process gaps

Cross‑Team Collaboration

• Coordinates with:

• Storage, Network, Platform, and Security teams

• IMS Managers and Technical Delivery leadership

• Ensures proper handoffs and collaboration across Managed Services functions when compute issues span multiple domains

Key Accountability Areas

• Compute SLA performance

• Quality and consistency of compute ticket handling

• Technician and engineer performance

• Escalation reduction and root‑cause awareness

• Client confidence in Managed Compute services

Success Indicators

• Sustained SLA compliance for compute services

• Reduction in repeat compute incidents and QA findings

• Improved technician adherence to compute processes and KB usage

• Clear dashboard visibility into compute performance

• Fewer client escalations tied to compute delivery