Service Desk Supervisor – Service Desk Operations – Clinical Service Desk

Location: US - National; ability to travel up to 5% of the time

Company

hirify.global provides managed services and clinical IT support for healthcare clients.

What you will do

• Manage, mentor, and develop Service Desk Agents across levels I, II, and III, as well as team leads.
• Support hiring, onboarding, continuing education, coaching, and performance reviews.
• Oversee schedules, call assignments, adherence, service desk metrics, CSAT, KPIs, volumes, and SLA performance.
• Act as an escalation point and liaison between clients, service desk teams, and leadership.
• Maintain operational procedures, quality benchmarks, knowledge-base articles, and internal communications.
• Lead assigned projects and ensure compliance with policies including HIPAA and client notification requirements.

Requirements

• BS/BA in a related field and 5+ years of related experience.
• 5+ years of service desk or IT support experience with direct staff management experience.
• Strong understanding of healthcare terminology and IT competencies.
• Experience with ticketing systems and change management processes.
• Excellent written and verbal communication, customer service, problem-solving, decision-making, organization, and attention to detail.
• Ability to work independently and collaboratively while maintaining productivity under pressure.

Nice to have

• ITIL, HDI, or other industry-specific certifications.
• Experience with remote-control tools such as Quick Assist or Bomgar.
• Additional ITIL experience or knowledge.

Culture & Benefits

• Opportunities for continuous learning and solution expertise development.
• Work with diverse teams, client bases, and healthcare service environments.
• Inclusive equal-opportunity workplace.