Supervisor Helpdesk

Supervisor Helpdesk

Job  | Category:
Information Technology |

Location:

133 Old Road to Nine Acre Corner, Concord, MA 01742 | Department: I.S. TECHNOLOGY |

Schedule:

Full Time |

Shift: Day shift |

Hours:

8:00am - 4:30pm | Pay Range: $25.30 - $35.00 per hour

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.

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.