Supervisor I/II, ITS

Availity; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Availity India, based in Bengaluru, seeks a Supervisor for Global IT Service Desk to lead a skilled team providing 24x7 support across IT infrastructure, applications, and security interfaces. You will drive incident resolution, service requests, and escalations with a strong focus on customer satisfaction.

The role requires a Bachelor’s in IT/CS, 5+ years in IT Service Desk, and hands-on ITIL and ServiceNow experience.

Qualifications

• Bachelor's degree in IT, CS, or related field.
• 5+ years in IT Service Desk or Technical Support with 2+ years in a supervisory role.
• Strong knowledge of ITIL principles and incident management.

Responsibilities

• Lead the Global IT Service Desk team and ensure timely resolution of incidents, service requests, and escalations.
• Monitor Service Desk performance, SLAs, and customer satisfaction metrics to drive operational excellence.
• Collaborate with Infrastructure, Security, and Application teams to resolve complex technical issues.
• Coach, mentor, and develop Service Desk team members while fostering a customer-first support culture.
• Drive continuous improvement through process optimization, knowledge management, and service automation initiatives.

Skills

Leadership

Communication

Problem solving

Customer focus

ITIL knowledge

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Job description

Company IntroductionAvaility is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.Availity is a diverse group of people whose talents, curiosity and passion steer the company to create innovative solutions for the US Healthcare industry. If you are a driven, creative and collaborative individual, with exceptional technology skills to drive innovation, we want to hear from you.Job DescriptionRoles & ResponsibilitiesAbout AvailityAvaility is a leading healthcare technology company focused on simplifying healthcare administration and solving real-world challenges for healthcare providers, health plans, and patients. Our technology helps reduce complexity so providers can spend less time navigating administrative systems and more time focused on patient care.About Availity IndiaAvaility India is an important part of Availity's global growth journey. Based in Bengaluru, our India teams partner closely with U.S. and global stakeholders across technology, product, operations, customer support, and corporate functions.Our India organization is being built with a strong focus on ownership, learning, collaboration, engineering excellence, and meaningful business impact. Associates in India have the opportunity to solve complex problems, contribute to global initiatives, and support products and services that are part of the U.S. healthcare ecosystem.About the RoleWe are looking for a Supervisor, Global IT Service Desk to join our India team. In this role, you will lead a team of Service Desk professionals, oversee global IT support operations, manage escalations, and drive continuous service improvements while collaborating with cross-functional teams to deliver reliable, high-quality support aligned with Availity's business and customer objectives.Key ResponsibilitiesLead the Global IT Service Desk team and ensure timely resolution of incidents, service requests, and escalations.Monitor Service Desk performance, SLAs, and customer satisfaction metrics to drive operational excellence.Collaborate with Infrastructure, Security, and Application teams to resolve complex technical issues.Coach, mentor, and develop Service Desk team members while fostering a customer-first support culture.Drive continuous improvement through process optimization, knowledge management, and service automation initiatives.Required QualificationsBachelor's degree in information technology, Computer Science, or a related field.5+ years of IT Service Desk or Technical Support experience, including 2+ years in a team leadership or supervisory role.Strong knowledge of ITIL principles, incident management, service request fulfillment, and customer support best practices.Experience with ITSM tools such as ServiceNow and managing SLA-driven support environments.Excellent communication, problem-solving, and stakeholder management skills with the ability to lead and develop high-performing teams.Preferred QualificationsITIL Foundation, ServiceNow, or other relevant IT service management certifications.Experience supporting global teams in a 24x7 enterprise IT environment.Knowledge of endpoint management, identity and access management, and cloud-based technologies.Experience driving process automation and continuous service improvement initiatives.Strong analytical skills with experience using Service Desk metrics and reporting to improve operational performance.Why Join Availity India?Meaningful impact: Work on solutions that help simplify healthcare administration and support better provider and patient experiences.Global exposure: Partner with U.S. teams and leaders while contributing from India to global business priorities.Learning and growth: Be part of a culture that values continuous learning, mentoring, knowledge sharing, and career development.Flexible work experience: Work in a way that supports productivity, collaboration, and team needs across remote, hybrid, and office-based models.Holistic rewards: Benefit from competitive compensation, health and insurance benefits, paid time off, company holidays, leave benefits, Employee Assistance Program support, and learning programs.Inclusive workplace: Join a casual, collaborative, and inclusive environment where associates are encouraged to bring ideas forward.Office experience: For office-based associates, Availity India provides amenities such as coffee and tea, subsidized meals, recreation areas, and eligible night-shift transportation support.What to Expect from the Hiring ProcessOur hiring process is designed to be transparent and engaging. Depending on the role, it may include application review, recruiter discussion, technical or functional assessment, hiring manager interviews, team or leadership conversations, offer discussion, background verification, and onboarding support.Equal Opportunity StatementAvaility is committed to building an inclusive workplace where all associates feel valued, respected, and empowered to do their best work. We welcome candidates from diverse backgrounds and encourage individuals who are excited by collaboration, innovation, and meaningful impact to apply.EligibilityVideo Camera Usage:Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.