Supervisor, Global IT Service Desk (Remote)

Availity; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

An established industry player in healthcare technology is seeking a Service Desk Supervisor to lead their IT Support team. This role is pivotal in ensuring excellent service delivery while managing performance and implementing process improvements. With a focus on innovation and collaboration, the ideal candidate will possess strong leadership skills and a background in enterprise IT support. Enjoy a competitive salary, unlimited PTO, and a culture that values continuous learning and diversity. Join a dynamic team dedicated to transforming healthcare through technology and making a meaningful impact.

Benefits

Unlimited PTO

Healthcare

Dental Insurance

Vision Insurance

401k Match

Education Reimbursement

Parental Leave

Wellness Reimbursements

Community Engagement Opportunities

Qualifications

• 2+ years managing service desk technicians.
• 4+ years in enterprise IT desktop/remote support.

Responsibilities

• Supervise IT Service Desk technicians and serve as escalation point.
• Train and develop staff, ensuring knowledge of environment and processes.

Skills

Leadership Skills

Customer Service Skills

Problem-Solving Skills

Communication Skills

Project Management

Education

High School Diploma or GED

Bachelor's Degree

Tools

Microsoft 365

ITSM Systems

Ticketing Systems

Job description

Supervisor, Global IT Service Desk (Remote)

Availity delivers revenue cycle and related business solutions for healthcare professionals aiming to build healthy, thriving organizations. As a pioneer in healthcare technology, Availity offers powerful tools, actionable insights, and an expansive network to help medical businesses stay competitive in a constantly evolving industry.

Headquartered in Jacksonville, FL, with offices in Bangalore, India, and a remote workforce across the U.S., we are a global team committed to transforming healthcare. Our mission is to focus on patient care by providing a leading healthcare engagement platform that connects over 2 million providers with health plans, processing over 13 billion transactions annually.

Join our dynamic team where innovation is encouraged, and every contribution matters. We are solving communication challenges and creating connections that empower the healthcare ecosystem.

Role Overview

The Service Desk Supervisor oversees the IT Support team within User Services. Responsibilities include ensuring excellent service, managing staff, monitoring performance, escalating complex issues, and implementing process improvements to uphold high-quality customer service and meet KPIs.

This role collaborates with User Services Managers and Sr. Manager to plan and support IT initiatives. The environment includes PCs, Macs, tablets, printers, peripherals, and mobile OS like Android and iOS.

Sponsorship is not available for this position.

Qualifications

• High school diploma or GED required; Bachelor's preferred.
• ITIL certification or related experience.
• At least 2+ years managing service desk technicians.
• 4+ years in enterprise IT desktop/remote support.
• 2+ years inventory management experience.
• Strong leadership, coaching, and customer service skills.
• Knowledge of ticketing systems and metrics.
• Experience with project management and process documentation.
• Proficiency in Microsoft 365 applications.
• Excellent organization, problem-solving, and communication skills.

Key Responsibilities

• Supervise IT Service Desk technicians and serve as escalation point.
• Train and develop staff, ensuring knowledge of environment and processes.
• Maintain service levels, policies, and procedures.
• Meet internal customer needs and support IT projects.
• Utilize ITSM systems and manage IT asset inventory.
• Review reports, identify process improvements, and analyze trends.
• Oversee equipment return processes and communicate KPIs.

Culture & Benefits

• Recognized as a Great Place to Work, with numerous diversity and inclusion groups.
• Focus on continuous learning and development.
• Competitive salary, bonus, HSA contributions, healthcare, dental, vision, 401k match.
• Unlimited PTO plus holidays, education reimbursement, parental leave, wellness reimbursements, and community engagement opportunities.

Next Steps & Interview Process

Post-application, you’ll receive updates via email and text. The interview process includes resume reviews, video interviews with recruiter and manager, and a panel interview.

Video Camera Policy

As a remote-first company, camera use during meetings is required to foster engagement and security.

Disclaimers

We are an equal opportunity employer, drug-free workplace, and verify employment eligibility per federal law.

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Information Technology
• Industries: IT Services and Consulting