Service Desk Supervisor

The Service Desk Supervisor role is responsible for supporting daily Service Desk operations and ensuring that end users receive timely and effective assistance. This includes supervising frontline support staff, coordinating incident and request workflows, and overseeing basic procedures related to the identification, prioritization, and resolution of service issues. The supervisor will collaborate with a managed services call center as well as internal desktop support team members to maintain consistent quality of service across BioReference Health LLC.

The Supervisor will support Desktop Services operations, partially outsourced and partially internal and will work closely with the Director of Operations, IT Infrastructure & Operations to contribute to continuous improvement of technologies and processes supporting end users.

Responsibilities

Duties may include but are not necessarily limited to the following:

• Oversee day-to-day Service Desk operations including incident management, service request fulfillment, ticket escalations, and tracking of service commitments.
• Ensure adherence to ITIL processes, specifically Incident, Request, Problem, and Knowledge Management.
• Maintain and help improve SLAs, KPIs, and service quality metrics in coordination with the Director of Operations.
• Drive continuous service improvement initiatives to enhance responsiveness, user satisfaction, and operational efficiency.
• Support compliance-related processes and documentation relevant to SOX, SOC 2, and internal audit functions, ensuring controlled handling of confidential information.
• Facilitate and support the installation, testing, and setup of new hardware and software.
• Assist desktop engineers with escalated or complex issues as needed.
• Provide hands-on technical support as required, including software installation, hardware configuration, system/application setup, and backup processes.
• Validate and test fixes to ensure proper resolution and avoid recurring issues.
• Supervise Level I -- Level II internal support staff, offering coaching, guidance, and support to improve team performance and technical capabilities.
• Manage scheduling, workload assignments, and coverage planning to ensure consistent support availability.
• Conduct performance feedback discussions, assist with hiring processes, and support training and development of team members.
• Lead by example and foster a service-oriented culture emphasizing ownership, responsiveness, and continual improvement.
• Monitor Service Desk and Desktop Support performance metrics and escalate trends affecting service quality.
• Capture and analyze operational data to make recommendations for process improvements.
• Assist in enforcing policies, procedures, and standards to ensure consistent service levels.
• Promote effective collaboration between Service Desk, Desktop Support, Infrastructure, and other IT teams.
• Support tracking of IT inventory, deployment of devices, and forecasting equipment needs.
• Assist with IT purchasing and asset lifecycle processes in coordination with Infrastructure & Operations leadership.
  
  

Qualifications

• Bachelor's degree preferred; equivalent experience considered.
• 2--4 years of IT support or service desk experience; healthcare experience is a plus.
• Strong organizational, communication, and follow-up skills; ability to multitask in a fast-paced environment.
• Experience providing guidance or mentorship to junior technical staff.
• Familiarity with ITIL processes and incident/request workflows.
• Basic understanding of asset management and compliance-related requirements (e.g., SOX, SOC 2).
• Strong written and verbal communication skills; ability to interact professionally with stakeholders at all levels.
• Proficiency with Microsoft Office tools; familiarity with Visio and project-tracking tools is helpful.
• Working knowledge of Microsoft technologies including Windows, M365, and user/device administration.
• Exposure to cloud environments such as Azure is a plus.
• Awareness of security best practices and standard end-user support procedures.
  
  

BioReference Health, LLC is an Equal Opportunity Employer.