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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Supervisor - 2nd Shift - **Company:** STANCE HEALTH SOLUTIONS, INC. - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $63,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Health Informatics, Collaborative Software, System Availability, Information Technology, Zendesk, Servicenow - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3dc9b0e838882acc ## About the Role Do you have experience in IT experience within healthcare?, Do you have a Associate's degree?, * Service Desk Expertise: Strong understanding of Service Desk operations, including escalation models and support delivery within an ITSM framework. * ITIL Knowledge: Working knowledge of ITIL practices, particularly Incident, Request, Knowledge, and Problem Management. * Leadership: Proven ability to lead, coach, and support technical teams in a highvolume, customerfacing environment. * Healthcare IT Experience: Required experience supporting healthcare environments, including familiarity with clinical systems, uptime expectations, and patientimpacting incident response (e.g., Epic). * Incident Management: Ability to quickly assess incident impact and urgency, particularly in environments where system availability directly affects clinical workflows. * Analytical Skills: Strong ability to interpret Service Desk metrics, identify trends, and drive operational improvements. * Technical Savvy: Experience with ITSM platforms and collaboration tools such as ServiceNow, Zendesk, Jira Service Management, and Microsoft Teams. * Communication: Excellent communication skills, with the ability to effectively engage end users, analysts, engineers, and leadership in both routine and highpressure situations. * Operational Balance: Ability to balance handson involvement with supervisory responsibilities, demonstrating sound judgment on when to step in versus delegate., * Associate's degree required * ITIL v4 certification preferred; candidates must be willing to obtain certification within 90 days of hire, * Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, and pulling objects. Sitting most of the time, walking and standing required only occasionally. ## Description The Service Desk Supervisor provides day-to-day leadership and operational oversight for the Service Desk, ensuring consistent service delivery, adherence to ITSM processes, and a positive end-user experience. This role serves as the primary escalation and coordination point for the Service Desk during high-impact incidents and ensures analysts are supported, coached, and aligned to expectations. The Supervisor balances people leadership with operational accountability and plays a key role in stabilizing service performance in a healthcare environment where uptime and responsiveness-particularly for clinical systems such as Epic-are critical., * Provide daytoday supervision and operational leadership for Service Desk Analysts (I, II, and III), ensuring appropriate coverage, balanced workloads, and adherence to schedules and oncall expectations. * Serve as the primary escalation point for Service Desk issues, validating severity, impact, and priority before engaging downstream resolver teams. * Oversee incident and request management to ensure tickets are accurately categorized, prioritized, documented, and progressed in alignment with ITIL best practices. * Coordinate Service Desk response during highimpact or businesscritical incidents, including clinical and Epicrelated issues, ensuring timely communication, urgency, and thorough documentation. * Partner with the ROC/Major Incident Manager to support Major Incident activities, ensuring effective and timely Service Desk participation when activated. * Monitor and analyze Service Desk performance metrics (e.g., SLA compliance, ticket aging, backlog, escalation trends) and implement corrective actions as needed. * Maintain high standards for ticket quality and documentation to support reporting, trend analysis, audits, and problem management efforts. * Provide ongoing coaching, feedback, and performance guidance to analysts, reinforcing strong troubleshooting practices, customer service standards, and documentation quality. * Identify recurring issues and operational pain points, collaborating with Analyst III and crossfunctional IT teams to support problem management and continuous service improvement. * Ensure knowledge base content is accurate, up to date, and effectively utilized, while driving team contributions to knowledge creation and maintenance. * Act as a liaison between the Service Desk and other IT teams, ensuring clear communication, defined expectations, and smooth handoffs across support functions., * Autonomy & Ownership: You'll manage projects with varying complexity, leading planning sessions, and defining what success looks like. * A Culture of Innovation: We value fresh perspectives. Here, you're encouraged to take risks, drive brainstorming, and drive continuous improvement. * MissionDriven Work: You'll be the "bridge" ensuring our technology truly serves health systems and their patients. * Continuous Growth: We support your "restless curiosity." You'll have opportunities to expand your skillset and mentor others along the way. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Does The Tech Industry Have The Best Work-life Balance?](https://www.wearedevelopers.com/magazine/427-does-the-tech-industry-have-the-best-work-life-balance) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)