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 to resolve technology-related issues.
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, operations management, ServiceNow (queue/incident management), process improvement, cross-functional collaboration, technical troubleshooting, workforce optimization, reporting and operational analytics
Preferred skills
ITIL Foundations certification, 5+ years in related IT field, experience with quality/workforce management tools (DPA, Verint, STAC)
Technologies
ServiceNow, DPA, Verint, STAC
Responsibilities
Provide leadership and direction to the IT Service Center team; manage staff performance, quality, and productivity; analyze support activities and implement tool/process improvements; serve as liaison between customers, clients, and IT teams; collaborate with cross-functional teams to resolve technical issues; ensure effective support coverage across standard, after-hours, and weekend operations.
Seniority
Senior, hands-on IC with team management