IT Helpdesk Supervisor

The IT Helpdesk Supervisor is responsible for leading HealthDrive's IT Helpdesk function and ensuring the effective delivery of technology support services across clinical and corporate operations. This role supervises a team of IT Support Engineers and oversees support for HealthDrive's current electronic medical record systems, Practice Management Suite, business applications, endpoint devices, Microsoft 365 services, and office technology. 

The IT Helpdesk Supervisor manages day-to-day Helpdesk operations through Freshdesk, including ticket prioritization, workload balancing, escalation management, service level performance, and continuous process improvement. This role ensures that the team is focused on the right priorities and that incidents and service requests are handled in a timely, organized, and customer-focused manner. 

The role also coordinates technology onboarding for new employees and providers, including setup calls, device readiness, account provisioning, and application access. In addition, the IT Helpdesk Supervisor supports technology onboarding for mergers, acquisitions, and organizational growth initiatives, ensuring users, devices, and support processes are integrated smoothly into HealthDrive's environment. 

Compensation, $54K to $80K, depending on experience, skill set, and proven track record.  

What's in it for you: PPO Medical, Dental, and Vision Insurance, 401(k) + Company match, Paid Time Off, lunch program, hybrid schedule opportunity, Verizon Wireless, Dell, and other employee discounts, profit sharing, employee referral bonuses, and more.

HealthDrive delivers on-site dentistry, optometry, podiatry, audiology, behavioral health, and primary care services to residents in long-term care, skilled nursing, and assisted living facilities. Each specialty offered by HealthDrive is one that directly impacts the quality of daily life for the deserving residents we serve. HealthDrive connects patients in need of vital healthcare to doctors committed to dignity and excellence.

#INDHDCORPREC

• Helpdesk operations: Lead the daily operation of the IT Helpdesk, including ticket review, prioritization, assignment, escalation, and follow-through to resolution. 

• Team supervision: Supervise, coach, and mentor a team of 4+ IT Support Engineers responsible for end-user support across HealthDrive. 

• Ticket prioritization: Ensure the team is working on the right tickets at the right time based on business impact, urgency, service levels, and operational priorities. 

• Freshdesk queue management: Monitor Helpdesk queues, backlog, aging tickets, escalations, and service level performance using Freshdesk. 

• Escalation management: Serve as the first-line escalation point for complex, high-priority, or time-sensitive user support issues. 

• Clinical and business application support oversight: Oversee support for HealthDrive's current EMR systems, Practice Management Suite, and other operational business applications. 

• Endpoint support oversight: Coordinate support for laptops, mobile phones, printers, peripherals, conference room technology, software access, and other office technology needs. 

• Hardware lifecycle management: Ensure end-user devices are provisioned, replaced, tracked, and supported according to organizational standards. 

• Employee onboarding: Coordinate technology onboarding for new staff, including account provisioning, device preparation, software setup, and technology orientation/setup calls. 

• Provider onboarding: Coordinate technology setup for new providers, ensuring devices, access, applications, and support readiness are in place prior to go-live or patient care activities. 

• Mergers and acquisitions onboarding: Coordinate Helpdesk-related technology onboarding for acquired groups, new facilities, and organizational expansion efforts, including users, devices, applications, and support processes. 

• Cross-functional coordination: Partner with HR, Recruiting, Credentialing, Operations, Infrastructure, Security, Business Applications, and hiring managers to ensure timely and complete onboarding and support delivery. 

• Process improvement: Develop and maintain Helpdesk workflows, standard operating procedures, onboarding checklists, and knowledge base articles. 

• Reporting and metrics: Track and report on ticket volume, backlog, aging, resolution times, service levels, recurring issues, and team performance. 

• Continuous improvement: Identify opportunities to improve service quality, reduce recurring issues, streamline onboarding, and increase Helpdesk efficiency. 

• Customer service culture: Promote a responsive, professional, and accountable support culture focused on high-quality service to providers, field staff, and corporate employees. 

Must have 

• Strong leadership, coaching, prioritization, and team development skills. 

• Experience supervising or leading IT support, Helpdesk, service desk, or end-user support teams. 

• Strong understanding of IT service management principles, ticket lifecycle management, incident management, and service request fulfillment. 

• Experience using an ITSM platform such as Freshdesk, Freshservice, ServiceNow, Jira Service Management, or a comparable tool. 

• Strong ability to manage competing priorities, assign work effectively, and keep the team aligned to business needs. 

• Experience supporting endpoint devices, laptops, mobile phones, printers, Microsoft 365, and common business applications. 

• Ability to communicate clearly with technical and non-technical users, including providers, field staff, operations leaders, and corporate employees. 

• Strong troubleshooting, documentation, follow-up, and customer service skills. 

• Experience coordinating user onboarding, account provisioning, device setup, and technology readiness activities. 

• Ability to work cross-functionally with IT, HR, Operations, Credentialing, and business stakeholders. 

Nice to have 

• Experience in healthcare IT or a multi-site healthcare services organization. 

• Experience supporting EMR systems, practice management systems, or healthcare operations applications. 

• Experience coordinating technology onboarding for mergers, acquisitions, facility openings, or large user groups. 

• Experience developing Helpdesk metrics, operational dashboards, SOPs, and knowledge base content. 

• Familiarity with ITIL principles or formal service delivery frameworks. 

• Experience with hardware asset management, software deployment tools, or endpoint management platforms

Education & Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business, or a related field preferred. 

• Minimum of 5 years of progressive IT support, Helpdesk, service desk, or end-user support experience. 

• Minimum of 2 years of supervisory, team lead, or people management experience in an IT support environment. 

• Demonstrated experience managing support queues, ticket priorities, escalations, and day-to-day service delivery. 

• Experience supporting distributed teams, field-based users, providers, or multi-location business environments preferred. 

Certifications & Licenses

• No certifications or licenses are required for this role. The following are considered favorably:

Good to have 

• ITIL Foundation Certification. 

• CompTIA A+, Network+, or similar technical certification. 

• Microsoft 365 Fundamentals or related Microsoft certification. 

• HDI Support Center Manager, HDI Support Center Team Lead, or equivalent service desk certification. 

Work Environment

• Works within policies of HealthDrive. Based at HealthDrive's Framingham, MA office (off Route 9, near Routes 90 and 495) on a hybrid schedule. Occasional travel to company locations may be required to support onboarding, office technology needs, mergers and acquisitions activities, or other business priorities. 
• This role may occasionally participate in after-hours support activities for critical incidents, onboarding events, acquisitions, or organizational initiatives. The role may require lifting, transporting, or setting up end-user technology equipment as needed. 

CORE COMPETENCIES: 

• Communication 

• Cooperation and Team working 

• Customer Focus 

• Leadership and Team Development 

• Service Excellence 

• Accountability 

• Prioritization and Execution 

• Problem Solving / Analysis 

• Adaptability 

• Process Improvement 

• Operational Excellence 

• Change Management