Service Desk Supervisor

Job Summary

A company is looking for a Service Desk Supervisor - 1st Shift.

Key Responsibilities

• Provide day-to-day supervision and operational leadership for Service Desk Analysts, ensuring appropriate 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 and analyze Service Desk performance metrics and implement corrective actions as needed to ensure high service quality

Required Qualifications, Training, and Education

• Strong understanding of Service Desk operations and ITSM frameworks
• Working knowledge of ITIL practices, particularly in Incident, Request, Knowledge, and Problem Management
• Proven leadership experience in a high-volume, customer-facing environment
• Experience supporting healthcare environments and familiarity with clinical systems
• Associate's degree required; ITIL v4 certification preferred, with a willingness to obtain within 90 days of hire