Service Desk Supervisor

Overview

• Lead and oversee the Healthcare Service Desk operations, ensuring exceptional technical support and compliance with healthcare regulations.
• Supervise a team of Level 1 Technicians and Level 2 and Level 3 Engineers, fostering a culture of accountability and excellence.
• Drive continuous improvement in service delivery, resource planning, and staff development to maintain high customer satisfaction.
• Ensure adherence to healthcare IT standards, including HIPAA compliance and secure data handling practices.
• Collaborate with executives, department heads, and stakeholders to align Service Desk activities with organizational goals.
• Provide leadership and mentorship to team members, promoting professional growth and technical expertise.
• Develop and implement strategic plans for technical service delivery and operational efficiency.
• Create and maintain process documentation and knowledge bases to enhance team productivity and resolution rates.

Key Responsibilities & Duties

• Supervise daily Service Desk operations, ensuring effective ticket handling and timely resolution of incidents.
• Oversee service delivery across all levels, ensuring compliance with policies and reporting accuracy.
• Conduct quality assurance activities, including monitoring interactions and analyzing reports to identify trends.
• Manage staffing, recruitment, scheduling, and performance evaluations for Service Desk team members.
• Develop and execute training programs focused on healthcare IT systems and compliance requirements.
• Establish and track KPIs to measure Service Desk success and identify improvement areas.
• Provide operational and technical activity reports for management review and strategic planning.
• Ensure enforcement of security procedures to safeguard healthcare data and IT assets.

Job Requirements

• Bachelor’s degree in a related discipline or equivalent work experience required.
• Minimum of seven years of technical experience, with at least two years in a supervisory role.
• Strong understanding of healthcare IT requirements, including HIPAA and EHR systems.
• Knowledge of servers, networking, telephony systems, email platforms, and IT infrastructure.
• Proven ability to develop and execute strategic plans for technical service delivery.
• Experience managing healthcare-focused IT teams preferred.
• Experience with ITSM/ticketing platforms such as ConnectWise Manage preferred.
• Excellent communication skills, with the ability to explain technical concepts to non-technical stakeholders.