Service Desk Supervisor

Date: Feb 27, 2025

Location:

Any city, WI, US, 99999

Req ID: 29511

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

Gainwell Technologies is seeking a highly motivated and experienced Service Desk Supervisor to lead our team of IT professionals. This is a critical role within our organization, responsible for overseeing the daily operations of the Service Desk, ensuring exceptional customer service, and driving continuous improvement. If you are a proven leader with a passion for technology and a commitment to excellence, we encourage you to apply!

Your role in our mission

As the Service Desk Supervisor, you will be responsible for managing a team of Service Desk Agents, ensuring timely resolution of technical issues, and maintaining high levels of customer satisfaction. You will also play a key role in developing and implementing service desk best practices, monitoring performance metrics, and identifying opportunities for improvement.
Responsibilities:
• Supervise and mentor a team of Service Desk Agents, providing guidance, support, and performance feedback.
• Oversee the daily operations of the Service Desk, ensuring efficient handling of incoming requests and timely resolution of technical issues.
• Monitor key performance indicators (KPIs) such as call volume, resolution time, and customer satisfaction.
• Develop and implement service level agreements (SLAs) and ensure adherence to established metrics.
• Identify and escalate complex or critical issues to appropriate teams.
• Develop and maintain service desk procedures, knowledge base articles, and training materials.
• Contribute to the selection, onboarding, and training of new Service Desk Agents.
• Conduct regular team meetings to discuss performance, address challenges, and share best practices.
• Proactively identify and address potential problems or trends.
• Collaborate with other IT teams to ensure seamless service delivery.
• Manage the Service Desk schedule and ensure adequate staffing levels.
• Prepare and present reports on Service Desk performance to management.
• Foster a positive and collaborative team environment.

What we're looking for

• 5+ years of experience in a technical support role, with at least 2 years in a supervisory or team lead capacity.
• Deep understanding of IT service management (ITSM) principles and best practices.
• Proven ability to lead and motivate a team of technical professionals.
• Experience with ticketing systems (e.g., ServiceNow).
• Excellent communication, interpersonal, and problem-solving skills.

What you should expect in this role

This is a fully remote position with the flexibility to work from home, and we are considering candidates from all US locations.
Video cameras must be used during all interviews, as well as during the initial week of orientation.
The deadline to submit applications for this posting is Monday March 31, 2025.
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The pay range for this position is $55,500.00 - $79,300.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.