IT Service Desk Supervisor

5 days ago

Austin, Texas, United States Hanger Full time
Job Title: IT Service Desk Supervisor

At Hanger, Inc., we are seeking an experienced IT Service Desk Supervisor to lead our first-line IT Service Desk team. As a key member of our IT team, you will be responsible for ensuring exceptional customer service, implementing support plans, and monitoring team performance.

Key Responsibilities:
  • Develop and manage schedules, performance requirements, and training plans for the IT Service Desk team.
  • Act as an escalation contact for team members, IT leadership, and business partners.
  • Lead both onsite and remote team members, conducting regular one-on-one and team meetings.
  • Continuously assess and lead initiatives to improve support workflows and develop call prevention strategies.
  • Represent the support teams at meetings, change management, or other interactions with business or IT leadership.
  • Proactively arrange staff training and awareness regarding new technology, changes, or projects to maintain the skillset of team members.
  • Assist the Service Desk team in providing first-line support during high workloads or when additional expertise is needed.
  • Work with other departments to review support processes, projects, workflows, and issue escalation to meet our customers' needs.
  • Complete administrative tasks such as reporting, training, KB documentation, creating or updating policies, budget reviews, and other tasks requiring accuracy and focus.
  • Monitor and audit compliance with call quality and tasks related to our IT General controls.
Requirements:
  • A four-year degree with at least 3 years of relevant technical experience or high school diploma with 7 years of relevant technical experience.
  • A minimum of 2 years' experience in an IT Supervisor or Team Lead Support role, including direct responsibilities with performance management, development, training, and coaching.
  • Preferred experience includes working in healthcare within a diverse technology environment.
  • Understanding and experience working with IT Audit and Control frameworks.
  • Knowledge and experience working with IT Service Management technology (preferably ServiceNow), ITIL framework, and contact center tools.
  • Ability to travel to other Hanger sites periodically.
Additional Success Factors:
  • Exhibit strong communication and organizational skills, coupled with leading self and others with motivation, commitment, and integrity.
  • Comfortable serving as a backup for support team leadership.
  • Identify priority issues and escalate them with effective communication while working well under pressure.
  • Ability to handle setbacks, changes, or issues with professional maturity.
  • Consistently demonstrate conflict resolution and empathy in daily tasks.
  • Establish and maintain collaborative working relationships with others.
  • Act with integrity, remaining honest, transparent, and respectful in all relationships.
  • Keep the patient at the center of everything, building lifelong trust.
  • Foster open collaboration and constructive dialogue with everyone.
  • Continuously innovate new solutions, influencing and responding to change.
  • Focus on superior outcomes and calibrate work processes for outstanding results.
Our Investment in You:
  • Competitive Compensation Packages
  • 8 Paid National Holidays & 4 additional Floating Holidays
  • PTO that includes Vacation and Sick time
  • Medical, Dental, and Vision Benefits
  • 401k Savings and Retirement Plan
  • Paid Parental Bonding Leave for New Parents
  • Flexible Work Schedules and Part-time Opportunities
  • Generous Employee Referral Bonus Program
  • Mentorship Programs- Mentor and Mentee
  • Student Loan Repayment Assistance by Location
  • Relocation Assistance
  • Regional & National traveling CPO/CO/CP opportunities
  • Volunteering for Local and National events such as Hanger's BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances.

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