Service Desk Supervisor

Service Desk Supervisor

Location:

2 days in Sarasota office, 3 days remote Industry: Healthcare Compensation: $85, + 5% yearly bonus Company Benefits, HSA option, 401k PTO: 2 weeks to start

Reports to:

Director, ITSM Team: leads a 4 person service desk team Overview:
Full-time working supervisor responsible for daily Service Desk operations supporting the Company's clinics and business offices. Provides operational oversight while handling technical escalations and ensuring service quality, ticket accountability, and staff coverage. Service Desk Operations & IT Support:
Oversee daily Service Desk operations, including scheduling, ticket assignments, workload distribution, and staff coverage. Manage service requests, ensuring timely resolution, accurate documentation, appropriate prioritization, and SLA compliance. Provide hands-on Tier II support and escalation for endpoints, authentication, Microsoft 365, Entra , Intune & MFA Coordinate business application issues with internal teams, application owners, and vendors. Identify major incidents and coordinate escalations across infrastructure, security, network, and application teams.

ITIL, ITSM & Reporting:
Apply ITIL best practices across incident, request, escalation, and knowledge management processes. Ensure consistent execution of IT Service Management (ITSM) practices and workflows Monitor and report on SLAs, ticket backlog, first-contact resolution, escalations, and customer satisfaction. Requirements:
Associates Degree or higher 2 years as leading or supervising a service desk team 5+ years ITSM/ITIL M365 By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. EEO Notice Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact  .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. Representation Notice By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications.

You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job…