Team Leadership and Development

Guide, encourage, and mentor the healthcare helpdesk team to achieve top performance and high customer satisfaction Offer ongoing training and development to strengthen team members’ skills

Incident and Request Management

Supervise incoming service desk requests and incidents, ensuring prompt assignment and resolution Initiate and oversee P1/P2 escalation processes and manage technical bridges until incidents are closed Coordinate incident investigations and escalate issues to L1, L2, and L3 support teams as required

SLA Compliance and Performance Monitoring

Ensure response and resolution times meet service level agreements (SLAs) Track team performance and implement strategies to consistently meet / exceed SLA goals

Stakeholder Communication

Maintain effective contact with stakeholders—customers, business units, and senior management—to keep them informed about service desk activities and incident updates

Process Improvement

Continuously assess and refine service desk processes to match changing customer and business requirements Keep all documentation updated, including SOPs, runbooks, and FTF documents

Policy Compliance

Ensure all service desk operations follow established policies and procedures

Qualifications

Supervisory experience in a call center environment Excellent communication skills Amenable to work nightshift and onsite (McKinley)