Clinical IT Service Desk Lead

Nordic Global; United States; Remote; USD 70.000 - 95.000; Vollzeit

Zusammenfassung

Nordic Global is seeking a Clinical Service Desk Supervisor to lead and mentor a multi-level Service Desk team in a healthcare IT environment. You will ensure adherence to established procedures, manage performance metrics, and partner with Managed Services to guide workforce direction.

You will drive quality, coordination, and continuous learning while maintaining strong customer service standards and compliance with HIPAA requirements.

Qualifikationen

• BS/BA in related field.
• 5+ years in service desk or IT support.
• Direct staff management experience.
• Healthcare terminology and IT competencies.
• Experience with ticketing systems.
• Excellent customer service and communication skills.
• Ability to work under pressure.
• Must demonstrate Nordic’s maxims.

Aufgaben

• Manage and supervise a team of Service Desk Agents I–III.
• Hire, onboard, and educate Service Desk Agents at all levels.
• Serve as escalation point for leads and department-wide issues.
• Lead regular team meetings and maximize productivity.
• Deliver on quality benchmarks and department goals.
• Coach Service Desk Agents through 1:1 sessions.
• Oversee call assignments, schedules, and adherence.
• Meet client requirements for service desk applications.

Kenntnisse

Staff management

Healthcare IT

Customer service

Communication skills

Problem solving

Ausbildung

BS/BA in related field

Certifications (healthcare IT)

Tools

Ticketing systems

Remote-control tools

Change management tools

Jobbeschreibung

Nordic Global is seeking a Clinical Service Desk Supervisor to lead and mentor a multi-level Service Desk team in a healthcare IT environment. You will ensure adherence to established procedures, manage performance metrics, and partner with Managed Services to guide workforce direction.

You will drive quality, coordination, and continuous learning while maintaining strong customer service standards and compliance with HIPAA requirements.