Service Desk Supervisor – Service Desk Operations – Clinical Service Desk

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

The **Clinical Service Desk Supervisor** manages, mentors, and develops a team of the first and second level clinical support Service Desk team and team leads as the main point of contact for IT support needs while embodying Nordic maxims and values. This role will ensure operations is in accordance with the established procedures and practices and monitors desk performance. Clinical Service Desk Supervisor will work with the Managed Services – Service Desk leadership team on workforce planning and team direction.## **Key Responsibilities**The Clinical Service Desk Supervisor will be responsible for, but not be limited to:* Managing and supervising a team of Service Desk Agents (I, II, and III).* Responsible for the hiring, onboarding, and continued education of Service Desk Agents at all levels.* Serve as an internal escalation point for leads and department wide issues* Contributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise including leading regular team meetings* Executing plans and processes to deliver on quality benchmarks and department goals* Developing Service Desk Agents (I, II, III) through coaching and 1:1 sessions to review personal performance* Overseeing of call assignments, schedule, and schedule adherence within the Clinical Service Desk team* Meeting complex customer requirements and managing requests from clients related to the Service Desks area(s) of application expertise* Creating, facilitating, and distributing internal communication including newsletters, emails, and team meetings.* Trending and oversight of service desk metrics including but not limited to CSAT, KPIs, and volumes to ensure SLAs are met and performance targets are met.* Knowledge management oversight to ensure Knowledge Based Articles to improve quality and productivity* Serving as liaison for clients and service desk for day-to-day operations and subject matter expertise* Accountability to service levels across the service desk are met and exceeding customer expectations* Adhering to policies and procedures such as HIPAA and client notification expectations* Leading, Managing, and/or working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested## **Required Skills And Experience*** BS/BA in related field, 5+ years related experience, certifications and registrations in certain areas.* 5+ years in service desk or IT support required* Direct staff management experience leading service-oriented teams required* Full understanding of Healthcare Terminology and IT competencies* Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases systems implementations, preferred* Prior experience with ticketing systems and change management processes* Excellent customer service and communication skills, written and verbal* Demonstrated problem-solving skills and decision-making skills* Ability to work well under pressure while maintaining high productivity* Strong attention to detail and ability to organize* Must be able to work independently, as well as within a team environment* Must demonstrate and embody Nordic’s maxims## **Desired Skills and Experience*** Industry-specific certification(s) (e.g. ITIL, HDI, etc.) preferred.* Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).* Experience or knowledge with ITIL.## **Additional details*** Ability to travel up to 5% of the time