Information Desk Supervisor

Business Technology Integrators (BTI) is seeking a Lead Information Desk Supervisor to oversee the Information Desk operations at the Stratton VA Medical Center in Albany, NY. The Supervisor will manage Information Desk personnel and ensure that veterans, families, visitors, and employees receive prompt, courteous, and accurate assistance in alignment with the VA’s values of service, respect, and commitment.

This position requires leadership, strong communication skills, and the ability to maintain operational excellence in a healthcare facility environment.

Responsibilities

• Supervision & Staffing

  • Oversee all Information Desk personnel and daily desk operations.

  • Ensure coverage during all required hours:

    • Monday – Friday: 7:00 AM – 7:00 PM

    • Saturday – Sunday: 8:00 AM – 6:00 PM

  • Ensure trained backup personnel are available to cover absences, breaks, and emergencies.

• Performance Monitoring & Training

  • Monitor staff interactions to ensure compliance with the Quality Assurance Surveillance Plan (QASP) standards for accuracy, responsiveness, courtesy, and professionalism.

  • Provide coaching, mentoring, and corrective feedback to staff as needed.

  • Ensure all personnel complete required On-the-Job Training (OJT) and remain familiar with facility layout, departmental operations, and emergency procedures.

• Emergency Preparedness

  • Ensure personnel are trained and prepared to respond effectively during emergencies, including medical crises, facility evacuations, and communication disruptions.

  • Act as a point of escalation during incidents to ensure rapid and effective response.

• Reporting & Issue Tracking

  • Review logs of reported issues related to switchboard, telephones, and paging communications.

  • Track problem resolution and coordinate with the VA Police and Project Manager for follow-up and corrective action.

  • Maintain accurate records of daily desk activities and operational reports.

• Customer Service & Representation

  • Ensure veterans, families, and visitors receive clear and courteous information, directions, and assistance.

  • Foster a professional and welcoming environment that reflects the VA’s values of service, respect, and commitment.

Qualifications

• Prior supervisory or lead experience in a customer service, information desk, healthcare, or communications environment.

• Strong interpersonal, leadership, and coaching skills with the ability to manage and motivate staff.

• Ability to work under pressure, adapt to changing conditions, and manage stressful situations calmly and effectively.

• Knowledge of facility operations, communications systems (telephone, paging, radios), and VA Medical Center procedures (preferred).

• Excellent problem-solving, organizational, and documentation skills.

• Must complete at least one full week of OJT to ensure readiness for supervisory responsibilities.

About BTI

Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with over 25 years of experience providing innovative solutions to the Federal Government. BTI is committed to supporting our nation’s veterans by delivering professional services with integrity, respect, and excellence.