What are the responsibilities and job description for the Supervisor Helpdesk position at Emerson Health?
Helpdesk Supervisor – IT Support & Service Desk Operations
Lead a High-Performing IT Helpdesk Team in a Fast-Paced Healthcare Environment
Are you an experienced IT professional with a passion for leadership, technical troubleshooting, and customer support? Join the team at Emerson Health as a Helpdesk Supervisor and play a key role in delivering exceptional IT support services across our organization.
This is a hands-on leadership opportunity for someone who thrives in a collaborative environment, enjoys solving complex technical issues, and is motivated to mentor and develop a growing Helpdesk team.
As the Helpdesk Supervisor, you will oversee the daily operations of the IS Helpdesk, support enterprise technology initiatives, and ensure timely, high-quality technical support for end users across the organization.
What You’ll Do
IT Helpdesk Leadership & Team Management
Education
At Emerson Health, technology plays a critical role in supporting patient care and operational excellence. This position offers the opportunity to make a direct impact while working with a collaborative team in a mission-driven healthcare environment.
If you are looking for an opportunity to lead, grow, and make a difference in IT operations and customer support, we encourage you to apply today.
Lead a High-Performing IT Helpdesk Team in a Fast-Paced Healthcare Environment
Are you an experienced IT professional with a passion for leadership, technical troubleshooting, and customer support? Join the team at Emerson Health as a Helpdesk Supervisor and play a key role in delivering exceptional IT support services across our organization.
This is a hands-on leadership opportunity for someone who thrives in a collaborative environment, enjoys solving complex technical issues, and is motivated to mentor and develop a growing Helpdesk team.
As the Helpdesk Supervisor, you will oversee the daily operations of the IS Helpdesk, support enterprise technology initiatives, and ensure timely, high-quality technical support for end users across the organization.
What You’ll Do
IT Helpdesk Leadership & Team Management
- Supervise and support the day-to-day operations of the IS Helpdesk team
- Set team goals, priorities, and performance expectations
- Mentor and guide Helpdesk technicians across all experience levels
- Coordinate staffing schedules and phone coverage to ensure excellent customer support
- Manage escalated technical issues and serve as a senior point of contact for troubleshooting
- Provide hands-on support for desktops, laptops, printers, peripherals, and end-user applications
- Troubleshoot hardware, software, and connectivity issues in a fast-paced healthcare setting
- Oversee computer endpoint inventory management and device refresh cycles
- Assist with system planning, workflow optimization, and operational improvements
- Support continuous process improvement initiatives to enhance service quality and response times
- Manage customer service requests, ticket prioritization, and escalation workflows
- Communicate effectively with staff and leadership regarding issue resolution and project status
- Develop and improve Helpdesk procedures, documentation, and service standards
- Promote a culture of responsiveness, collaboration, and exceptional customer care
Education
- Bachelor’s degree in Computer Science, Information Systems, Electrical Engineering, or related field preferred OR
- Equivalent combination of education and 5–10 years of relevant IT systems or engineering experience
- Minimum 5 years of hands-on technical support experience in a Helpdesk or IT Support environment
- Experience supporting end-user workstations, peripherals, and enterprise applications
- Prior supervisory or team leadership experience preferred
- Healthcare IT experience is a plus
- ITIL certification preferred, but not required
- Strong leadership and team development skills
- Advanced troubleshooting and analytical problem-solving abilities
- Excellent customer service and communication skills
- Ability to prioritize multiple projects, tasks, and escalations simultaneously
- Strong understanding of desktop systems, peripherals, and IT support operations
- Self-motivated with the ability to work independently and collaboratively
- Comfortable communicating with both technical and non-technical users
- Ability to maintain confidentiality and professionalism at all times
At Emerson Health, technology plays a critical role in supporting patient care and operational excellence. This position offers the opportunity to make a direct impact while working with a collaborative team in a mission-driven healthcare environment.
If you are looking for an opportunity to lead, grow, and make a difference in IT operations and customer support, we encourage you to apply today.