Help Desk Operations Supervisor

Stormont-Vail HealthCare, Inc.; Topeka (KS); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Stormont Vail HealthCare, Inc. is seeking a Help Desk Call Center Supervisor to oversee day-to-day operations, monitor queues and staffing, and ensure service levels. The role includes coaching staff, handling incidents, and training on systems and processes.

You will manage identity and access, remote work provisioning, and provide technical guidance while coordinating downtime communications and reporting. Travel to NE Kansas clinics is required up to 10%.

Qualifications

• Bachelor's Degree in IT or Management related field required or preferred.
• 2 years IT Help Desk, Call Center experience or supervisory experience preferred.
• A+ Certification and Network+ Certification preferred.

Responsibilities

• Oversee daily Help Desk Call Center operations and ticket support.
• Manage service requests including workforce access, account administration, mobile devices, and related enterprise apps.
• Direct Identity and Access Management processes for employees, providers, students, contractors, and vendors.
• Coordinate remote work access and external access requests.
• Provide training and guidance to Help Desk staff and shift coverage.
• Prepare and distribute scheduled downtime notifications to affected departments.
• Plan, organize, and direct work of Call Center staff and maintain shift coverage.
• Monitor daily activity, classify requests, troubleshoot issues, escalate as needed, and generate reports.

Skills

Communication

Customer service

Training others

Leadership

Education

Bachelor's Degree in IT or Management

A+ Certification

Network+ Certification

Tools

Windows OS

Office Suite

Printers/Scanners

Job description

Stormont Vail HealthCare, Inc. is seeking a Help Desk Call Center Supervisor to oversee day-to-day operations, monitor queues and staffing, and ensure service levels. The role includes coaching staff, handling incidents, and training on systems and processes.

You will manage identity and access, remote work provisioning, and provide technical guidance while coordinating downtime communications and reporting. Travel to NE Kansas clinics is required up to 10%.