Supervisor, Information Technology

7,000 Diseases - 500 Treatments - 1 Rare Pharmacy

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do. 

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.   

We are seeking team members who:

Are inspired and compassionate problem solvers;

Produce high quality work; 

Thrive in the excitement of the ever-challenging environment of modern medicine; and 

Are committed to achieving superior health outcomes for people living with rare and devastating diseases. 

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.  

Join the PANTHERx team, and define your own RxARE future in healthcare!

Location: Collierville, TN (Hybrid)

Classification: Exempt

Status: Full-Time

Reports to: Director, IT Infrastructure & Security

Purpose

The Supervisor, Information Technology is a hands-on supervisor and support role who also oversees and ensures the development of a team. This new position is responsible for managing help desk and general IT support for PANTHERx’s Collierville location, and at times supports the Pittsburgh headquarters in a remote manner. The Supervisor is responsible for hiring, managing and developing team members to ensure alignment with defined operational and corporate goals.

Responsibilities

• Directly or through staff, provides support for onsite issues and addresses them promptly and effectively, while assessing opportunities to prevent ongoing or related matters.  Stands up and develops local helpdesk team at a new facility. .
• Provides strong leadership to the local helpdesk team, including hiring, training, coaching, and performance management.
• Oversees the ticketing system to ensure timely resolution of user issues, prioritizes critical incidents, and monitors response and resolution times.
• Maintains high standards of service quality by conducting regular quality assurance checks on support interactions and providing feedback and coaching to team members.
• Handles complex user issues and escalates them to appropriate levels, coordinating with other teams or senior management when necessary.
• Evaluates and improves helpdesk processes, workflows, and documentation to enhance efficiency and customer satisfaction.
• Communicates with users to gather feedback, address concerns, and ensures a positive customer service experience.
• Manages helpdesk resources effectively, ensuring adequate coverage during peak hours and special projects.
• Stays up to date with the latest IT tools and technologies, ensuring the helpdesk is equipped with the necessary tools for efficient support.

Required Qualifications

• Bachelor’s degree in computer science, MIS, related field or equivalent experience. 
• Minimum of four (4) years of related IT experience. 
• Previous experience as a lead in a functional area or managing cross functional teams on large scale projects.
• Demonstrated ability to work independently and proactively.

Work Environment

This position operates in a home or professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, see, talk, or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms. Visual acuity is necessary for tasks such as reading, observing surroundings, or working with various forms of data on a screen. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Benefits

 Hybrid, remote and flexible on-site work schedules are available, based on the position.  PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program!   Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees.  Of course we offer paid holidays too! 

Equal Opportunity

 PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.