Healthcare Service Desk Supervisor en Omega Systems

OMEGA SYSTEMS JOB DESCRIPTION

Position: Healthcare Service Desk Supervisor
Reports To: Service Desk Manager
Division: Service Desk
FLSA: Exempt
Office Designation: In Office, Hybrid
Office Location: Mt. Holly, NJ or Reading, PA

Summary

The Healthcare Service Desk Supervisor provides leadership and operational oversight for Omega Systems’ Healthcare Service Desk Pod, consisting of Level 1 Technicians, and Level 2, and Level 3 Engineers. This role ensures the team delivers exceptional technical support to Omega Systems’ healthcare customers and employees across offices, customer sites, and remote locations.

The Supervisor is responsible for setting service standards, ensuring compliance with healthcare regulations (including HIPAA), managing performance, and driving continuous improvement of Service Desk operations. This includes proactive resource planning, staff training and mentoring, career development, and quality assurance to maintain consistently high levels of customer satisfaction and technical excellence.

Functional Responsibility and Task Statements

• Supervise daily operations of the Healthcare Service Desk, ensuring effective ticket handling, escalation management, and timely resolution of incidents.
• Oversee service delivery across Levels 1–3, ensuring proper ticketing procedures, reporting accuracy, and compliance with Omega Systems and healthcare security policies.
• Provide consistent training, mentoring, and professional development to Service Desk Engineers and Technicians.
• Perform quality assurance, including direct monitoring of employee interactions, reporting analysis, and identification of trends or incorrect behaviors.
• Onboard new Healthcare Service Desk staff, ensuring proper systems access, training, and adherence to Omega processes.
• Manage staffing, scheduling, recruitment, performance evaluations, and career development for Healthcare Service Desk team members.
• Create, update, and improve the knowledge base and process documentation to enhance efficiency and first-line resolution rates.
• Review weekly timesheets and ensure compliance with company policies.
• Maintain regular communication with Omega Systems executives, department heads, account managers, customer success managers, and end users regarding Service Desk activities and service delivery performance.
• Ensure enforcement of security procedures to safeguard healthcare data and IT assets.

Leadership and People Responsibilities

• Lead, coach, and mentor Healthcare Service Desk Engineers and Technicians across all levels to deliver effective customer support services.
• Ensure customer support teams are results-focused, leveraging all available resources to drive timely issue resolution.
• Build strong working relationships by simplifying complex technical information and advocating for the Service Desk both internally and externally.
• Promote a culture of accountability, customer service excellence, and continuous improvement within the Healthcare Service Desk Pod.

Technical Responsibility and Task Statements

• Hire, train, and retain Service Desk staff with a focus on healthcare technology support.
• Maintain work schedules, conduct appraisals, and organize staff for maximum effectiveness.
• Develop staff training programs specific to healthcare IT systems, HIPAA compliance, and technical services.
• Establish and track Key Performance Indicators (KPIs) for the Healthcare Service Desk to measure success and identify areas for improvement.
• Mentor team members through hands-on support, guidance, and escalation assistance.
• Ensure customer satisfaction through consistent delivery of high-quality technical services.
• Provide monthly operational and technical activity reports for management review.

Environmental

• The job operates in a professional office environment. This role routinely utilizes standard office equipment, including computers, phones, and related IT hardware.

Travel Requirements

• Some but minimal travel is required for this position.

Desired Qualifications and Skills

Required

• Bachelor’s degree in a related discipline or equivalent work experience.
• Minimum of seven years of technical experience, with at least two years in a supervisory or leadership capacity.
• Prior supervisory experience in a Service Desk, Call Center, or healthcare IT environment.
• Strong understanding of healthcare IT requirements, including HIPAA and EHR systems.
• Knowledge of servers, networking, telephony systems, email platforms, and IT infrastructure.
• Demonstrated ability to develop and execute strategic and tactical plans for technical service delivery.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Excellent problem-solving, negotiation, and interpersonal skills.
• Proven ability to build effective working relationships across internal and external teams.

Preferred

• Experience managing healthcare-focused IT teams.
• Experience with ConnectWise Manage or similar ITSM/ticketing platforms.

Benefits

• Heath Insurance
• Dental Insurance
• Vision
• 401(K) plus employer match
• Life Insurance & Accidental Death and Dismemberment
• Employee Assistance Program
• Additional ancillary benefits to select from
• Paid Time Off, Paid Company Holidays, Floating Holiday and your Birthday is a Holiday

EEO STATEMENT        
It is the Company's policy to provide equal employment opportunities for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees, who are or become disabled must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.