Service Desk Supervisor (Sarasota, FL, Hybrid)

Vaco by Highspring; Sarasota (FL); Hybrid; USD 85,000 - 90,000; Full time

Benefits offered by this job

PTO 2 weeks

HSA option

401k

Job summary

Vaco by Highspring seeks a Service Desk Supervisor in Sarasota with a hybrid schedule (2 days in-office, 3 days remote) to oversee daily operations for clinics and offices. The role provides hands-on Tier II support, SLA governance, and escalation management to maintain service quality.

The ideal candidate has 5+ years ITSM/ITIL experience, 2+ years of supervisory experience, and proficiency with Microsoft 365. Reports to the Director, ITSM; PTO, benefits, and a 401k are included.

Qualifications

• 2+ years of service desk leadership experience.
• 5+ years ITSM/ITIL experience.
• M365 experience in a enterprise environment.

Responsibilities

• Oversee daily Service Desk operations, including scheduling, ticket assignments, workload distribution, and staff coverage.
• Manage service requests, ensuring timely resolution, accurate documentation, appropriate prioritization, and SLA compliance.
• Provide hands-on Tier II support and escalation for endpoints, authentication, Microsoft 365, Entra ID, Intune & MFA.
• Coordinate business application issues with internal teams, application owners, and vendors.
• Identify major incidents and coordinate escalations across infrastructure, security, network, and application teams.

Skills

Staff leadership

ITSM/ITIL

Education

Associates Degree or higher

Tools

Microsoft 365

Job description

Service Desk Supervisor

Location: 2 days in Sarasota office, 3 days remote

Compensation: $85,000-90,000 + 5% yearly bonus

Company Benefits, HSA option, 401k

PTO: 2 weeks to start

Reports to: Director, ITSM

Team: leads a 4 person service desk team

Industry: Healthcare

Overview:

Full-time working supervisor responsible for daily Service Desk operations supporting the Company's clinics and business offices.

Provides operational oversight while handling technical escalations and ensuring service quality, ticket accountability, and staff coverage.

Service Desk Operations & IT Support:

• Oversee daily Service Desk operations, including scheduling, ticket assignments, workload distribution, and staff coverage.
• Manage service requests, ensuring timely resolution, accurate documentation, appropriate prioritization, and SLA compliance.
• Provide hands-on Tier II support and escalation for endpoints, authentication, Microsoft 365, Entra ID, Intune & MFA
• Coordinate business application issues with internal teams, application owners, and vendors.
• Identify major incidents and coordinate escalations across infrastructure, security, network, and application teams.

ITIL, ITSM & Reporting:

• Apply ITIL best practices across incident, request, escalation, and knowledge management processes.
• Ensure consistent execution of IT Service Management (ITSM) practices and workflows
• Monitor and report on SLAs, ticket backlog, first-contact resolution, escalations, and customer satisfaction.

Requirements:

• Associates Degree or higher
• 2 years as leading or supervising a service desk team
• 5+ years ITSM/ITIL
• M365

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact [e-mail] .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Privacy Notice

Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR and UK GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations; and
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).