Hebrew SeniorLife

  • Help Desk Supervisor

    Job Locations US-MA-Roslindale
    Job ID
    IT/Health Information
  • Overview

    The Help Desk Supervisor provides leadership and direction to a group of help desk analysts working in a multi-level continuum of care environment. Has extensive knowledge in help desk system and IT tools. Must assist the Director of Applications and Help Desk in helping staff to adhere to IT policies and procedures as they relate to providing IT support in healthcare and business environments.


    • Coordinate the help desk team members in their daily duties and instill a culture of strong customer service.
    • Assigns and balances workload through regular one on one meetings.
    • Create and manage both intra and inter team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery.
    • Serve as a point of escalation for front line staff in situations requiring further assistance.
    • Coordinate and facilitate training on the help desk best practices.
    • Create and maintain a strong team environments.
    • Liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.
    • Constantly monitor and improve Help Desk Processes.
    • Lead, empower, and motivate IT Help Desk team through mentorship and coaching to continue to grow professionally.
    • Recruits, hires, retains and develops Help Desk Analysts. Conducts performance appraisals and administers disciplinary action when necessary.
    • Other responsibilities as identified by Director of Applications / Helpdesk.


    • Bachelors or equivalent work experience in business or technology related field.
    • Minimum 5 years of healthcare IT related experience
    • Excellent communication skills – both written and verbal
    • Good knowledge of customer relations and management
    • Must be knowledgeable about service desk systems and IT tools
    • 1-3 years of previous supervisory experience

    • Familiarity with Lean concepts is preferred, not required


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