Supervisor, Global IT Service Desk (Remote)

AVAILITY; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a pioneering healthcare technology company that is reshaping the future of patient care! As a Service Desk Supervisor, you will lead a dynamic team, ensuring excellent service and quick resolutions for technical issues. This role offers the chance to work in a vibrant remote environment while contributing to a mission that impacts millions. With a strong focus on innovation and collaboration, you will be part of a culture that values your ideas and encourages continuous learning. Enjoy competitive benefits, unlimited PTO, and a supportive workplace that celebrates diversity and inclusion.

Benefits

Unlimited PTO

Healthcare Benefits

401k Match Program

Education Reimbursement

Wellness Reimbursement

Paid Parental Leave

Diversity & Inclusion Initiatives

Qualifications

• 2+ years managing service desk technicians.
• 4+ years of IT desktop/remote support experience.
• Strong understanding of application systems.

Responsibilities

• Supervise IT Service Desk technicians and manage escalations.
• Ensure training and development of staff members.
• Maintain service levels and internal customer needs.

Skills

Customer Service Skills

Leadership

Problem-Solving

ITIL Certification

Ticket Management

Project Management

Microsoft 365 Proficiency

Inventory Management

Education

High School Diploma or GED

Bachelor's Degree

Tools

Ticketing Systems

Microsoft 365

Job description

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

At Availity, we're not just another Healthcare Technology company; we're pioneers reshaping the future of healthcare! With our headquarters in vibrant Jacksonville, FL, and an exciting office in Bangalore, India, along with an exceptional remote workforce across the United States, we're a global team united by a powerful mission.

We're on a mission to bring the focus back to what truly matters - patient care. As the leading healthcare engagement platform, we're the heartbeat of an industry that impacts millions. With over 2 million providers connected to health plans, and processing over 13 billion transactions annually, our influence is continually expanding.

Join our energetic, dynamic, and forward-thinking team where your ideas are celebrated, innovation is encouraged, and every contribution counts. We're transforming the healthcare landscape, solving communication challenges, and creating connections that empower the nation's premier healthcare ecosystem.

The Service Desk Supervisor is part of the IT Support team within User Services. They are responsible for ensuring excellent, consistent service and quick resolutions for internal corporate computing issues. This individual is responsible for overseeing the day-to-day operations of our service desk team, ensuring efficient and timely resolution of customer technical issues by managing staff, monitoring performance, escalating complex problems, and implementing process improvements to maintain high-quality customer service standards while meeting key performance indicators (KPIs).

This role will work with the User Services Managers and Sr. Manager of User services to plan, implement, and initiate defined goals and programs in support of IT at Availity. The computer/IT environment includes all PCs, Mac laptops, tablets, printers, and peripherals, as well as Android/iOS mobile operating systems, and related software/systems.

Sponsorship, in any form, is not available for this position.

Location: Remote, US

Role qualifications:

• High school diploma or GED required. Bachelor's degree preferred.
• ITIL certification or related experience
• Minimum 2+ years of experience with managing service desk technicians.
• 4+ years of IT desktop/remote support experience in an enterprise environment
• 2+ years of inventory management experience.
• Advanced ability to lead, coach and mentor a team with a strong focus on customer service.
• Working knowledge of ticketing systems, ticket management, and ticket metrics.
• Experience with project management, process creation and documentation.
• Strong customer service skills.
• Solid knowledge and understanding of application systems and computing devices
• Must be proficient in the use of Microsoft 365 applications (Word, Excel, PowerPoint, Teams, OneDrive, and Outlook).
• Strong organization and prioritization skills.
• Strong critical thinking and problem-solving skills.
• Strong research skills.
• Ability to work well under pressure and deadlines.
• Capable of working without day-to-day direction from supervisor but knows when to solicit input.
• Communicates well in non-technical terms to users.
• Ability to train, educate, and problem-solve with staff.
• Good written and verbal communication skills.
• Strong understanding and implementation ability of process and procedures.
  

What you will be doing:

• Provides supervision of IT Service Desk technicians and serves as a management escalation point for desktop computing issues.
• Provides for and ensures the training and development of staff members in the effort of maintaining and enhancing knowledge of the environment.
• Provide training for all new IT Service Desk technicians on team processes and procedures.
• Maintains service levels, standards, policies, and procedures pertinent to User Services.
• Responsible and accountable for meeting internal customer needs.
• Provides planning and coordination for ITS projects, in conjunction with direction from the IT Support Manager and Sr. Manager of User services.
• Ensures that ITSM systems are utilized and updated properly for work performed, as well as maintenance of IT asset inventory.
• Reviews monthly ticket and service request reports, identifying process improvements and trend analysis.
• Provide oversight of RMA/equipment return processes for terminated employees.
• Reporting of trending issues and other metrics for leadership; creates and communicates KPI's to staff in one-on-one meetings.
• In addition to the above job responsibilities, other duties may be assigned.

Availity culture and benefits:

• Availity is a certified "Great Place to Work", a "Best Workplaces for Technology Companies", a "Best Workplaces for Women" and a "Best Workplaces for Millennials"!
• Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. "AvaiLadies", "Beyond Black", "HOLA", "Availity Pride", "VetAvaility" a Young Professionals Group and "She Can Code IT" a group for women in tech are some of the groups you can get involved in.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter resume review
• Manager resume review
• Recruiter video interview
• Manager video interview
• Panel video interview

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Disclaimers:

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

Click the links below to view Federal Employment Notices.

Family& Medical LeaveAct Equal Employment Law PosterPay TransparencyEmployee Polygraph Protection Act IER Right to Work Poster Important Notice about Employee Rights to Organize and Bargain Collectively with Their Employers