Supervisor IT Service Desk

IT Service Desk Supervisor

IT Service Desk oversees after-hours technology support operations for Onvida Health. This role ensures timely response to incidents and service requests, provides leadership to overnight support staff, and maintains operational continuity for clinical and business functions. The Supervisor is responsible for escalations, shift coverage, performance monitoring, and documentation during non-business hours.

Responsibilities:

1. Oversees 3rd shift IT Service Desk operations to ensure 24/7 support continuity.
2. Manages service performance and ticket flow during overnight hours.
3. Ensures all critical incidents and priority requests are triaged, escalated, and resolved per defined procedures.
4. Provides direct supervision and support to overnight service desk analysts.
5. Assigns tasks, monitors workload, and ensures appropriate staffing levels.
6. Coaches staff in real time to maintain quality, consistency, and professionalism in all user interactions.
7. Manages high-priority incidents and escalations with urgency and clarity.
8. Serves as the overnight point of contact for critical events impacting clinical or business operations.
9. Coordinates with on-call teams and documents all actions taken for follow-up.
10. Ensures adherence to ITIL-aligned processes for incident, request, and change support.
11. Validates that ticket categorization, documentation, and closure meet service standards.
12. Promotes consistency in shift-to-shift handoffs through clear communication and notes.
13. Monitors 3rd shift performance metrics and supports continuous improvement.
14. Tracks KPIs such as first-contact resolution, ticket volume, and response time.
15. Identifies trends and opportunities for training, efficiency, or automation.
16. Promotes a positive and engaged team culture during overnight operations.
17. Builds morale by recognizing contributions, supporting career development, and ensuring a safe, respectful, and inclusive work environment.
18. Ensures completion of nightly operational tasks and service desk reporting.
19. Verifies system checks, backups, and daily readiness reports are completed and issues are escalated as needed.
20. Maintains documentation for shift activities and prepares summaries for handoff.
21. Contributes to the evolution of service desk tools, processes, and playbooks that enable scalable and consistent service management.
22. Models a customer-first mindset and builds trusted, long-term relationships with partners across the enterprise.