Supervisor Helpdesk

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.

• 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

• 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.