Service Desk Supervisor

Pediatric Home Service is a friendly and professional leader in home health care with a singular passion for and commitment to taking care of the child
. As a leader in home health care, we help kids achieve their best lives at home and in their communities while providing our employees a fun and rewarding place to work.

• Location:
  
  Roseville, MN

• Position:
  Service Desk Supervisor
• Location:
  
  Roseville, MN
• In Office
• Hours:
  
  Monday-Friday, 8a-5p

The Service Desk Supervisor is a frontline leadership role responsible for overseeing daily IT Service Desk operations in a fast-paced, regulated healthcare environment. This role blends hands‑on technical escalation support with formal people leadership, ensuring consistent, high‑quality IT support for clinicians, field staff, and corporate teams whose work directly impacts patient care.

• Supervise service desk staff, including scheduling, workload distribution, and prioritization
• Coach, mentor, and provide ongoing performance feedback, including corrective action when needed
• Foster a positive, collaborative, and customer‑focused team culture
• Enforce standardized service desk processes, documentation, and workflows
• Lead regular team meetings to review metrics, share updates, and drive continuous improvement

• Oversee ticket intake, triage, assignment, and resolution through the ITSM platform
• Serve as first‑level escalation for complex or time‑sensitive issues

• Ensure efficient, professional IT support for clinicians, field staff, and administrative users
• Oversee support for mission‑critical systems (e.g., EMR/EHR platforms, Five9, Microsoft Teams)
• Communicate service desk performance, incidents, and resolutions to leadership and stakeholders
• Champion a customer‑first mindset with a strong focus on minimizing downtime that impacts patient care

• Enforce HIPAA, privacy, and IT security protocols across the service desk
• Ensure security‑related incidents are documented and escalated appropriately

• Track and report service desk metrics including ticket volume, response times, resolution times, and SLA compliance
• Produce incident reports for business‑impacting or mission‑critical system issues
• Identify trends and recurring issues and lead preventative improvement initiatives
• Maintain and update knowledge base articles, procedures, and training materials
• Recommend enhancements to workflows, tools, and service desk or security processes
• Monitor queues to ensure timely responses and SLA adherence

• Coordinate with internal IT teams, system administrators, and vendors for escalated support

• 3–5 years of IT service desk or help desk experience
• 1–2 years in a supervisory or team lead role

• Proficiency with ITSM tools (e.g., Service Now)
• Familiarity with EMR/EHR systems, clinical applications, and mobile technology used in home health settings
• Strong understanding of ITIL principles, ticket lifecycle management, and escalation procedures
• Knowledge of HIPAA regulations, IT security best practices, and data confidentiality
• Experience with Microsoft Azure, Entra , Intune, Microsoft 365, Windows 11, and Chrome Enterprise

• Strong leadership, coaching, and people management abilities
• Excellent communication skills with both technical and non‑technical audiences
• High emotional intelligence and ability to motivate and support a team
• Strong organizational and time management skills with attention to detail
• Calm, professional demeanor in high‑pressure or urgent situations

• Associate’s or Bachelor’s degree in Information Technology, Cybersecurity, Healthcare Administration, or a related field
• Experience in healthcare, home health, or regulated service organizations
• Exposure to IT security operations, compliance, or cybersecurity functions
• ITIL certification

Pediatric Home Service is a pediatric home health agency that has provided high quality DME and nursing services to children that are medically fragile since 1990. Our services allow our clients to remain and thrive in their homes, schools, and communities. The majority…