24/7 Enterprise Service Desk Supervisor

Nemours; Orlando (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Nemours Children's Health is seeking a Service Desk Supervisor to lead the Enterprise Service Desk operations in Orlando, FL or Wilmington, DE. The role manages 20+ Service Desk Analysts, including remote staff, delivering reliable, customer-focused incident and service request support 24/7.

The position covers staffing, scheduling, SLAs, escalations, major incidents, knowledge management, and staff development, serving as backup to the Manager and participating in after-hours escalation

Qualifications

• Experience in Service Desk management or supervision.
• Experience leading a 24/7 support team.
• ITIL/HDI certifications preferred.

Responsibilities

• Lead daily Enterprise Service Desk operations across locations and shifts.
• Provide direct supervision for Service Desk Analysts, including onboarding and performance feedback.
• Serve as the primary escalation point for customers and Information Systems teams.
• Lead Service Desk participation in major incidents and outages and coordinate with resolver teams.
• Ensure incidents and service requests are documented, prioritized, and closed per procedures and SLAs.
• Maintain 24/7 coverage through scheduling and contingency planning.
• Enforce Service Desk policies, SOPs, and knowledge base usage.
• Produce and review performance reporting and translate data into actions.
• Build relationships with clinical, business, and IS partners and represent the Service Desk in operational meetings.
• Serve as backup to the Manager and participate in strategy, budgeting, and leadership development; travel between Orlando and Delaware is required.

Skills

Service Desk management

ITIL/HDI certifications

Education

Associate's/Bachelor's degree preferred

Job description

Nemours Children's Health is seeking a Service Desk Supervisor to lead the Enterprise Service Desk operations in Orlando, FL or Wilmington, DE. The role manages 20+ Service Desk Analysts, including remote staff, delivering reliable, customer-focused incident and service request support 24/7.

The position covers staffing, scheduling, SLAs, escalations, major incidents, knowledge management, and staff development, serving as backup to the Manager and participating in after-hours escalation