Finance IT Service Desk Supervisor - 24/7 Operations Leader

Nemours in; Orlando (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

Nemours Children's Health seeks a Service Desk Supervisor (Information Systems) to lead the Enterprise Service Desk operations across Orlando, FL and Wilmington, DE. The role supervises 20+ Analysts, including remote staff, ensuring reliable, customer-focused support for incidents and requests.

This role acts as the operational backup to the Manager, Service Desk, participates in after-hours escalation, and drives continuous improvement, knowledge management, and staff development across

Qualifications

• Associate's Degree/Bachelor's Degree preferred, but considerations taken for direct experience in Service Desk management.
• Minimum of one (1) to three (3) years experience required.
• Prior Supervisor level experience within an IT field is preferred.
• ITIL/HDI certifications preferred.

Responsibilities

• Lead daily Enterprise Service Desk operations across locations and shifts. Monitor demand, queues, staffing, and service levels; rebalance resources as needed.
• Provide direct supervision for Service Desk Analysts, including onboarding, goal setting, coaching, and performance feedback.
• Serve as the primary operational escalation point for customers and IS teams; de-escalate situations and ensure timely follow-through.

Education

Associate's/Bachelor's Degree preferred

Job description

Nemours Children's Health seeks a Service Desk Supervisor (Information Systems) to lead the Enterprise Service Desk operations across Orlando, FL and Wilmington, DE. The role supervises 20+ Analysts, including remote staff, ensuring reliable, customer-focused support for incidents and requests.

This role acts as the operational backup to the Manager, Service Desk, participates in after-hours escalation, and drives continuous improvement, knowledge management, and staff development across