Clinical Service Desk Lead — Mentor, Metrics & Ops

Healthtech Inc; Northern (KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Healthtech Inc. seeks a Clinical Service Desk Supervisor to lead a multi-level support team, mentor staff, and drive service quality.

You will oversee hiring, onboarding and continuous education while serving as escalation contact for complex issues and coordinating with the Managed Services – Service Desk leadership team. You will monitor metrics, supervise scheduling, ensure HIPAA compliance, and foster knowledge sharing through articles and internal communications.

Qualifications

• BS/BA in related field; 5+ years IT service desk experience.
• 5+ years in service desk or IT support.
• Direct staff management experience.
• Understanding of healthcare terminology and IT competencies.
• Experience with ticketing systems and change management processes.
• Excellent customer service and communication skills.
• Ability to work under pressure with high productivity.
• Attention to detail and organization.
• Independent and team-oriented work style.
• Knowledge of Nordic maxims and values.

Responsibilities

• Manage and supervise a team of Service Desk Agents I–III.
• Oversee hiring, onboarding and ongoing education of agents.
• Serve as escalation point for leads and department-wide issues.
• Lead regular team meetings and drive efficiency and productivity.
• Coach agents through 1:1 sessions and performance reviews.
• Oversee call assignments, schedules and adherence within the team.
• Meet complex customer requirements and manage client requests.
• Monitor CSAT, KPIs, volumes and SLAs to ensure targets are met.
• Ensure HIPAA compliance and knowledge management.
• Lead projects and assist with corporate initiatives.

Skills

Team leadership

Customer service

Communication

Problem solving

Attention to detail

Education

Bachelor's degree

Tools

Ticketing systems

Change management

ITIL

Job description

Healthtech Inc. seeks a Clinical Service Desk Supervisor to lead a multi-level support team, mentor staff, and drive service quality.

You will oversee hiring, onboarding and continuous education while serving as escalation contact for complex issues and coordinating with the Managed Services – Service Desk leadership team. You will monitor metrics, supervise scheduling, ensure HIPAA compliance, and foster knowledge sharing through articles and internal communications.