Help Desk Call Center Supervisor - Information Systems - FT - Day

stormontvail; Topeka (KS); On-site; USD 60,000 - 75,000; Full time

Job summary

StormontVail is seeking an experienced Help Desk Call Center Supervisor to oversee daily operations, manage ticket flow, and coach a team of service representatives. You will ensure service levels, accurate issue documentation, and effective incident resolution across multiple systems and devices.

The role emphasizes staff development, policy adherence, and proactive communication of updates and outages. Bachelor's degree in IT or related field plus 2 years of relevant experience preferred.

Qualifications

• Bachelor's degree in IT or Management related field preferred.
• 2 years IT Help Desk, Call Center experience or supervisory experience required.
• A+ Certification - COMPTIA preferred; Network+ Certification - COMPTIA Preferred.

Responsibilities

• Supervise daily activities of the Help Desk Call Center and provide call and ticket support as needed.
• Oversee requests involving workforce access, employee changes, and remote work access, ensuring proper provisioning and documentation.
• Direct account lifecycle activities: creation, modification, reactivation, and deactivation for various roles.
• Coordinate approved telework and external remote-access requests and ensure accounts are maintained.
• Serve as escalation resource for staff and technicians on access issues and train new staff.
• Coordinate scheduled downtime notifications with technical teams and communicate impacts clearly.

Skills

Strong communication and customer care

Hardware operation

Windows OS & Office

Troubleshooting

Software/hardware issue reporting

Staff training

Education

Bachelor's degree in IT or related management field

Job description

Position Status: Full time

Shift: First Shift (Days - Less than 12 hours per shift) (United States of America)

Hours per week: 40

Job Information

Exemption Status: Exempt

A Brief Overview

Operational Leadership The Help Desk Call Center Supervisor oversees the day-to-day operations of the Help Desk Call Center. This role monitors request queues, call volumes, ticket activity, and staffing coverage to ensure service levels and operational standards are consistently met.

Team Coaching and Development

The supervisor coaches and supports team members in effective call handling, research, troubleshooting, and solution delivery. The role also provides training on Help Desk systems, processes, tools, and procedures used to:

• Document and track reported issues accurately.
• Resolve incidents and service requests efficiently.
• Escalate complex or critical issues to the appropriate resources.

Communication and Escalation

The supervisor ensures current product information, technical updates, and policies are available and clearly communicated to the team. The role serves as an escalation point for critical issues and coordinates resources through final resolution.

Education Qualifications

• Bachelor's Degree IT or Management related experience Preferred

Experience Qualifications

• 2 years IT Help Desk, Call Center experience or supervisory experience Required

Skills and Abilities

• Strong communication and customer service skills (both verbally and in writing).
• Operation of computer hardware, including printers, scanners, terminals, and other peripherals.
• MS Windows operating system, Office Suite and core software loaded onto standard desktop disk images.
• Troubleshoot, diagnose, and repair basic network, systems, and applications malfunctions.
• Receive and report on basic to complex software and hardware malfunctions.
• Ability to effectively train help desk staff and provide clear and concise work direction to others.

Licenses and Certifications

• A+ Certification - COMPTIA Preferred
• Network + Certification - COMPTIA Preferred

What you will do

Daily Operations and Service Delivery

Supervise the daily activities of the Help Desk Call Center and provide call and ticket support as operational needs require. Ensure timely, professional service for technical incidents, access requests, account administration, and supported applications and devices.

• Service Request Fulfillment: Oversee and perform approved requests involving workforce access, employee changes and separations, mobile and communication technologies, distribution groups, multifactor authentication, remote work access, patient portal support, and related enterprise applications.
• Identity and Access Management: Direct account creation, modification, reactivation, and deactivation for employees, providers, students, contractors, and vendors. Ensure required permissions are applied accurately, exceptions are addressed, onboarding communications are coordinated, and activity is documented in accordance with security, least-privilege, audit, and service-management standards.
• Remote and External Access: Coordinate approved telework and external remote-access requests and ensure accounts and access are established, maintained, and discontinued appropriately.
• Technical Guidance: Serve as an escalation resource for Call Representatives and technicians on account provisioning, permissions, and access-related issues, and support training for new Help Desk staff and shift coverage.
• Scheduled Downtime Communication: Coordinate with technical teams to prepare and distribute scheduled downtime notifications to affected departments. Ensure communications clearly identify impacted systems, timing, expected duration, and required user actions, with reminders or updates provided as needed.

Training and Service Quality

Support the training of Help Desk staff on job responsibilities, emerging technologies, and support procedures. Reinforce consistent, high-quality service standards, including professional communication and telephone skills.

Performance Management

Evaluate Call Center staff effectiveness and performance annually and as needed.

Staff Planning and Oversight

Plan, organize, and direct the work of Call Center support staff. Develop schedules and shift coverage, train staff on new and existing procedures, review work for accuracy and timely completion, document performance, and recommend corrective action when necessary.

Technical Support and Escalation

Assist in the Call Center as needed. Monitor daily Call Center activity and respond to inquiries. Classify requests, troubleshoot and diagnose issues, provide solutions when possible, elevate complex problems to the appropriate personnel, and ensure established notification procedures are followed.

Document, track, and report on software and hardware malfunctions; enter detailed description of user's problems in a ticketing database; and prioritize requests and label according to established procedures. Prov