Service Desk Supervisor

Service Desk Supervisor Location: 2 days in Sarasota office, 3 days remote Industry: Healthcare Compensation: $85,000-90,000 + 5% yearly bonus Company Benefits, HSA option, 401k PTO: 2 weeks to start

Reports to: Director, ITSM Team: leads a 4 person service desk team

Overview:

Full-time working supervisor responsible for daily Service Desk operations supporting the Company's clinics and business offices. Provides operational oversight while handling technical escalations and ensuring service quality, ticket accountability, and staff coverage.

Service Desk Operations & IT Support:

• Oversee daily Service Desk operations, including scheduling, ticket assignments, workload distribution, and staff coverage.
• Manage service requests, ensuring timely resolution, accurate documentation, appropriate prioritization, and SLA compliance.
• Provide hands-on Tier II support and escalation for endpoints, authentication, Microsoft 365, Entra ID, Intune & MFA
• Coordinate business application issues with internal teams, application owners, and vendors.
• Identify major incidents and coordinate escalations across infrastructure, security, network, and application teams.

ITIL, ITSM & Reporting:

• Apply ITIL best practices across incident, request, escalation, and knowledge management processes.
• Ensure consistent execution of IT Service Management (ITSM) practices and workflows
• Monitor and report on SLAs, ticket backlog, first-contact resolution, escalations, and customer satisfaction.

Requirements:

• Associates Degree or higher
• 2 years as leading or supervising a service desk team
• 5+ years ITSM/ITIL
• M365

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