Supervisor, IT Service Center
Core
Lead a specialized IT Service Center team providing technical support to customers and clients, acting as the primary liaison between end users and IT teams.
Role type
Senior IT Service Center Supervisor (Service Delivery)
Builds
IT Tier 1 support operations and service continuity
Domain
Healthcare IT / IT Service Management
Required skills
Team leadership, ServiceNow queue management, Operational analytics, Process improvement, Cross-functional collaboration, Incident resolution, Workforce optimization, Quality management, Technical troubleshooting, Stakeholder communication
Preferred skills
ITIL Foundations certification, 5+ years in related IT field, Experience with DPA/Verint/STAC tools
Technologies
ServiceNow, DPA, Verint, STAC
Responsibilities
Manage IT staff performance, quality, and productivity; Analyze support activities to implement tool and process improvements; Collaborate with cross-functional teams to resolve technical issues; Ensure effective support coverage across standard, after-hours, and weekend operations; Drive continuous improvement through data-driven insights.
Seniority
Senior, hands-on IC with team management