Technical Services Supervisor

Welcome to Med Pro Healthcare Staffing, an award-winning agency based in sunny South Florida. We specialize in connecting healthcare facilities with exceptional professionals for temporary positions nationwide, managing recruitment, payroll, and benefits for a seamless customer experience.

About the Job

The Technical Services Supervisor is responsible for overseeing daily service desk operations and providing hands-on technical support to Med Pro employees. This position supervises the Technical Services team, monitors support cases and service levels, coordinates employee onboarding and offboarding, and oversees the deployment and maintenance of employee technology.

The ideal candidate is a service-oriented, hands-on leader with strong technical troubleshooting, communication, organization, and team-development skills. The individual must demonstrate patience, professionalism, a positive customer-focused attitude, and the ability to work effectively in a collaborative team environment.

This position works closely with the Senior Technical Director of Sure Staff and Infrastructure and coordinates with Med Pro’s managed service provider to elevate infrastructure, network, and security-related issues.

What You’ll Do

• Supervise daily service desk operations and provide hands-on technical support and escalation assistance as needed.
• Assign, prioritize, and monitor support cases to ensure issues are resolved accurately, professionally, and within established service-level expectations.
• Coach, train, mentor, and provide daily direction to Technical Services team members.
• Conduct regular team meetings, one-on-one coaching sessions, and technical knowledge-sharing activities.
• Ensure appropriate team coverage and cross-training for critical support responsibilities.
• Provide operational support and backup to the Senior Technical Director of Sure Staff and Infrastructure.
• Coordinate technology onboarding, employee role changes, and termination activities for employees and contractors.
• Ensure computers, applications, phones, accounts, and required system access are provisioned accurately and on schedule.
• Create and maintain user accounts, computers, security groups, and standard permissions within Microsoft Entra , Active Directory, Microsoft 365, and other business systems.
• Ensure employee access is provisioned according to approved requests, job responsibilities, and company procedures.
• Install, configure, test, deploy, maintain, and troubleshoot laptops, desktops, printers, phones, peripherals, and approved software.
• Perform routine computer hardware and software upgrades and coordinate more complex activities with the appropriate internal or external resources.
• Oversee computer setup and deployment using established hardware standards, configurations, and approved software.
• Maintain accurate inventory records for computers, mobile devices, peripherals, software licenses, warranties, and equipment assignments.
• Coordinate workstation replacements and equipment refreshes based on approved standards and business needs.
• Diagnose and resolve hardware, software, application, identity, connectivity, printing, and basic network issues.
• Support Microsoft Windows, Microsoft 365, Microsoft Entra , Active Directory, and other approved business applications.
• Provision and support desk phones, softphones, mobile devices, and other communication tools.
• Maintain the IT case management system within Salesforce and ensure cases contain complete, accurate, and timely documentation.
• Monitor service desk key performance indicators, including case volume, response time, resolution time, customer satisfaction, backlog, and case aging.
• Follow up on outstanding support requests and communicate timely status updates to employees and…