Service Desk Supervisor

Center for Health Care Strategies

. Lead daily Enterprise Service Desk operations across locations and shifts .

Posted 10/28/2026full-timeOrlando • Florida • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Enterprise Service Desk operations, including staff supervision, incident management, and performance reporting. Proficient in maintaining service-level agreements and fostering collaboration with clinical and IT partners.

Highest-signal resume keywords

Service Desk Operations ManagementIncident ManagementStaff SupervisionITIL CertificationPerformance Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident DocumentationTicket ManagementWorkforce PlanningSchedulingService-Level Agreement Compliance

Soft Skills

CoachingFeedbackRelationship BuildingCommunication

Certifications & Qualifications

ITIL CertificationHDI Certification

Industry Keywords

Service DeskOperational EscalationBusiness ContinuityVendor EvaluationSuccession Planning

About the role

Key responsibilities & impact

Lead daily Enterprise Service Desk operations across locations and shifts
Monitor call and ticket demand, queues, staffing, schedule adherence, ticket aging, service levels, and work quality
Provide direct supervision for approximately 20 or more Service Desk Analysts, including hiring support, onboarding, goal setting, coaching, feedback, corrective action, and development planning
Serve as the primary operational escalation point for customers and Information Systems teams
Lead Service Desk participation in major incidents and outages and coordinate customer communications
Ensure incidents and service requests are documented, categorized, prioritized, routed, resolved, and closed according to procedures and service-level agreements
Maintain 24/7 phone and queue coverage through workforce planning, scheduling, vacation management, timecard review, attendance management, and contingency planning
Participate in the after-hours on-call escalation rotation
Maintain and enforce Service Desk policies, procedures, knowledge articles, security requirements, privacy expectations, and access-control processes
Produce and review operational and individual performance reports
Build relationships with clinical, business, and Information Systems partners
Represent the Service Desk in operational meetings and collaborate on changes, releases, projects, and initiatives
Serve as operational backup to the Manager, Service Desk
Contribute to service strategy, budget and resource planning, vendor and technology evaluations, business continuity, succession planning, and leadership development
Travel regularly between Orlando and Delaware

Requirements

What you’ll need

Associate's Degree/Bachelor's Degree preferred, but considerations taken for those with direct experience with Service Desk management
Minimum of one (1) to three (3) years experience required
Prior Supervisor level experience within an IT field is preferred
ITIL/HDI certifications preferred