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.

• Position:
  Service Desk Supervisor
• 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 of the clients we serve are age’s birth through 21 years old and have a…