Service Desk Supervisor - 1st Shift

Remote 1st shift Service Desk Supervisor leading a healthcare IT service desk. Oversees service delivery, ITIL processes, incident management, and escalation during high-impact incidents including Epic-related issues, while coaching analysts and maintaining knowledge base and metrics.

• Provide daytoday supervision and operational leadership for Service Desk Analysts (I, II, and III)
• Serve as the primary escalation point for Service Desk issues, validating severity, impact, and priority
• Oversee incident and request management to ensure tickets are accurately categorized, prioritized, documented, and progressed in alignment with ITIL best practices
• Coordinate Service Desk response during highimpact or businesscritical incidents, including clinical and Epicrelated issues
• Monitor and analyze Service Desk performance metrics and implement corrective actions

Stacks include ITSM platforms (ServiceNow, Zendesk, Jira Service Management) and collaboration tools (Microsoft Teams). Requires ITIL knowledge with Epic familiarity and healthcare IT exposure; emphasis on incident/major incident management and SLA compliance.

The ideal candidate is an experienced service desk supervisor with healthcare IT experience, strong ITIL knowledge, and a track record of coaching and leading analysts in a high-volume environment. They are proficient with ITSM tools (ServiceNow, Zendesk, Jira Service Management) and capable of managing Epic-related incidents while maintaining SLA targets.

Preferred