Help Desk Call Center Supervisor - Information Systems

Position Status:

Full time

Shift: First Shift (Days - Less than 12 hours per shift) (United States of America)
Hours per week:40

Job Information Exemption Status:
ExemptA Brief Overview Operational Leadership The Help Desk Call Center Supervisor oversees the day-to-day operations of the Help Desk Call Center. This role monitors request queues, call volumes, ticket activity, and staffing coverage to ensure service levels and operational standards are consistently met. Team Coaching and Development The supervisor coaches and supports team members in effective call handling, research, troubleshooting, and solution delivery.

The role also provides training on Help Desk systems, processes, tools, and procedures used to:
• Document and track reported issues accurately.
• Resolve incidents and service requests efficiently.
• Escalate complex or critical issues to the appropriate resources. Communication and Escalation The supervisor ensures current product information, technical updates, and policies are available and clearly communicated to the team. The role serves as an escalation point for critical issues and coordinates resources through final resolution.

Education Qualifications Bachelor's Degree IT or Management related experience

Preferred Experience Qualifications2 years IT Help Desk, Call Center experience or supervisory experience Required

Skills and Abilities

Strong communication and customer service skills (both verbally and in writing).Operation of computer hardware, including printers, scanners, terminals, and other peripherals.

MS Windows operating system, Office Suite and core software loaded onto standard desktop disk images.

Troubleshoot, diagnose, and repair basic network, systems, and applications malfunctions.

Receive and report on basic to complex software and hardware malfunctions.

Ability to effectively train help desk staff and provide clear and concise work direction to others.

Licenses and CertificationsA+ Certification - COMPTIA Preferred Network + Certification - COMPTIA Preferred What you will do Daily Operations and Service Delivery Supervise the daily activities of the Help Desk Call Center and provide call and ticket support as operational needs require. Ensure timely, professional service for technical incidents, access requests, account administration, and supported applications and devices.
• Service Request Fulfillment:
Oversee and perform approved requests involving workforce access, employee changes and separations, mobile and communication technologies, distribution groups, multifactor authentication, remote work access, patient portal support, and related enterprise applications.
• Identity and Access Management:
Direct account creation, modification, reactivation, and deactivation for employees, providers, students, contractors, and vendors. Ensure required permissions are applied accurately, exceptions are addressed, onboarding communications are coordinated, and activity is documented in accordance with security, least-privilege, audit, and service-management standards.
• Remote and External Access:
Coordinate approved telework and external remote-access requests and ensure accounts and access are established, maintained, and discontinued appropriately.
• Technical Guidance:
Serve as an escalation resource for Call Representatives and technicians on account provisioning, permissions, and access-related issues, and support training for new Help Desk staff and shift coverage.
• Scheduled Downtime Communication:
Coordinate with technical teams to prepare and distribute scheduled downtime notifications to affected departments. Ensure communications clearly identify impacted systems, timing, expected duration, and required user actions, with reminders or…