Service Desk Supervisor

Job Summary

A company is looking for a Service Desk Supervisor for the 2nd shift.

Key Responsibilities

• Provide day-to-day supervision and operational leadership for Service Desk Analysts, ensuring coverage and adherence to schedules
• Serve as the primary escalation point for Service Desk issues and oversee incident and request management in alignment with ITIL best practices
• Monitor Service Desk performance metrics and implement corrective actions as needed while providing coaching and feedback to analysts

Required Qualifications, Training, and Education

• Associate's degree required
• ITIL v4 certification preferred; candidates must be willing to obtain certification within 90 days of hire
• Experience supporting healthcare environments, including familiarity with clinical systems
• Strong understanding of Service Desk operations and ITSM frameworks
• Proven ability to lead and coach technical teams in a customer-facing environment