Service Desk Supervisor

Nemours Children's Health is seeking a Service Desk Supervisor (Information Systems) to join our team in either Orlando, Florida or Wilmington, Delaware.

The Service Desk Supervisor is responsible for leading the daily operations of the Enterprise Service Desk, a 24/7 support function serving clinical, business, and remote customers across multiple regions. The Supervisor provides direct and indirect leadership for approximately 20 or more Service Desk Analysts, including remote staff, and ensures reliable, responsive, customer-focused support for incidents and service requests.

The Supervisor manages staffing and schedules, ticket and call queues, service-level performance, quality, escalations, outage communications, timekeeping, policy compliance, coaching, and staff development. The role serves as the operational backup to the Manager, Service Desk; participates in the after-hours escalation rotation; supports continuous improvement, knowledge management, and major incident response; and develops the leadership, business, and operational capabilities needed to assume broader Service Desk management responsibilities when required.

• Lead daily Enterprise Service Desk operations across locations and shifts. Monitor call and ticket demand, individual and team queues, staffing, schedule adherence, ticket aging, pended work, breached service levels, and work quality; rebalance resources and priorities as conditions change.
• Provide direct supervision for Service Desk Analysts, including hiring support, onboarding, goal setting, regular one-on-one meetings and rounding, coaching, recognition, performance feedback, corrective action in partnership with Human Resources, and development planning.
• Serve as the primary operational escalation point for customers and Information Systems teams. Exercise sound judgment, communicate clearly, de-escalate difficult situations, coordinate ownership, and ensure timely follow-through through resolution.
• Lead Service Desk participation in major incidents and outages. Ensure accurate and timely customer communications, coordinate with technical resolver teams and leaders, maintain escalation discipline, and support post-incident review and follow-up actions.
• Ensure incidents and service requests are documented, categorized, prioritized, routed, resolved, and closed in accordance with established procedures and service-level agreements. Review quality, identify recurring issues and trends, and initiate corrective or preventive actions.
• Maintain adequate 24/7 phone and queue coverage through workforce planning, scheduling, vacation management, timecard review, attendance management, and contingency planning. Participate in the after-hours on-call escalation rotation with the Manager, Service Desk.
• Maintain and enforce Service Desk policies, standard operating procedures, knowledge articles, reliable methods, security requirements, privacy expectations, and access-control processes. Promote consistent use of knowledge and accurate documentation.
• Produce and review operational and individual performance reporting, including service levels, customer experience, productivity, quality, schedule adherence, ticket aging, and escalation trends. Translate data into coaching, staffing, and process-improvement actions.
• Build effective relationships with clinical, business, and Information Systems partners. Represent the Service Desk in operational meetings, communicate service risks and needs, and collaborate on changes, releases, projects, and initiatives that affect support readiness.
• Serve as operational backup to the Manager, Service Desk and contribute to service strategy, budget and resource planning, vendor and technology evaluations, business continuity, succession planning, and development of future Service Desk leaders. Regular travel between Orlando and Delaware is required.

Job Requirements

• Associate's Degree/Bachelor's Degree preferred, but considerations taken for those with direct experience with Service Desk management.
• Minimum of one (1) to three (3) years experience required.
• Prior Supervisor level experience within an IT field is preferred.
• ITIL/HDI certifications preferred.

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