Service Desk Supervisor

Location:

Roseville, MN

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.

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…