Supervisor Helpdesk

Job DetailsExternal Apply Internal Apply BackSupervisor HelpdeskJob Ref: 34304Category: Information TechnologyLocation:133 Old Road to Nine Acre Corner, Concord, MA 01742Department: I.S. TECHNOLOGYSchedule: Full TimeShift: Day shiftHours: 8:00am - 4:30pmPay Range: $25.30 - $35.00 per hourHelpdesk Supervisor - IT Support & Service Desk OperationsLead a High-Performing IT Helpdesk Team in a Fast-Paced Healthcare EnvironmentAre you an experienced IT professional with a passion for leadership, technical troubleshooting, and customer support? Join the team at Emerson Health as a Helpdesk Supervisor and play a key role in delivering exceptional IT support services across our organization.This is a hands-on leadership opportunity for someone who thrives in a collaborative environment, enjoys solving complex technical issues, and is motivated to mentor and develop a growing Helpdesk team.As the Helpdesk Supervisor, you will oversee the daily operations of the IS Helpdesk, support enterprise technology initiatives, and ensure timely, high-quality technical support for end users across the organization.What You’ll DoIT Helpdesk Leadership & Team ManagementSupervise and support the day-to-day operations of the IS Helpdesk teamSet team goals, priorities, and performance expectationsMentor and guide Helpdesk technicians across all experience levelsCoordinate staffing schedules and phone coverage to ensure excellent customer supportManage escalated technical issues and serve as a senior point of contact for troubleshootingTechnical Support & Systems OperationsProvide hands-on support for desktops, laptops, printers, peripherals, and end-user applicationsTroubleshoot hardware, software, and connectivity issues in a fast-paced healthcare settingOversee computer endpoint inventory management and device refresh cyclesAssist with system planning, workflow optimization, and operational improvementsSupport continuous process improvement initiatives to enhance service quality and response timesCustomer Service & Process ImprovementManage customer service requests, ticket prioritization, and escalation workflowsCommunicate effectively with staff and leadership regarding issue resolution and project statusDevelop and improve Helpdesk procedures, documentation, and service standardsPromote a culture of responsiveness, collaboration, and exceptional customer careQualificationsEducationBachelor’s degree in Computer Science, Information Systems, Electrical Engineering, or related field preferredOREquivalent combination of education and 5-10 years of relevant IT systems or engineering experienceExperienceMinimum 5 years of hands-on technical support experience in a Helpdesk or IT Support environmentExperience supporting end-user workstations, peripherals, and enterprise applicationsPrior supervisory or team leadership experience preferredHealthcare IT experience is a plusCertificationsITIL certification preferred, but not requiredSkills & QualificationsStrong leadership and team development skillsAdvanced troubleshooting and analytical problem-solving abilitiesExcellent customer service and communication skillsAbility to prioritize multiple projects, tasks, and escalations simultaneouslyStrong understanding of desktop systems, peripherals, and IT support operationsSelf-motivated with the ability to work independently and collaborativelyComfortable communicating with both technical and non-technical usersAbility to maintain confidentiality and professionalism at all timesWhy Join Emerson Health?At Emerson Health, technology plays a critical role in supporting patient care and operational excellence. This position offers the opportunity to make a direct impact while working with a collaborative team in a mission-driven healthcare environment.If you are looking for an opportunity to lead, grow, and make a difference in IT operations and customer support, we encourage you to apply today.Previous ApplicantsBenefitsJoin Our Talent CommunityFollow Us On LinkedInShare This PageShare on FacebookShare on TwitterShare on LinkedInShare via Email

IT Service Management (ITSM), Information Technology & Information Systems, Customer Support/Service, Technical Support, IT Service Management (ITSM), Management of Information Systems/Technology (MIS), Help Desk, Healthcare, Identify Issues, Leadership, * Bachelor’s degree in Computer Science, Information Systems, Electrical Engineering, or related field preferred, * Equivalent combination of education and 5-10 years of relevant IT systems or engineering experience, * Minimum 5 years of hands-on technical support experience in a Helpdesk or IT Support environment

• Experience supporting end-user workstations, peripherals, and enterprise applications
• Prior supervisory or team leadership experience preferred
• Healthcare IT experience is a plus

Certifications

• ITIL certification preferred, but not required, * Strong leadership and team development skills
• Advanced troubleshooting and analytical problem-solving abilities
• Excellent customer service and communication skills
• Ability to prioritize multiple projects, tasks, and escalations simultaneously
• Strong understanding of desktop systems, peripherals, and IT support operations
• Self-motivated with the ability to work independently and collaboratively
• Comfortable communicating with both technical and non-technical users
• Ability to maintain confidentiality and professionalism at all times

At Emerson Health, technology plays a critical role in supporting patient care and operational excellence. This position offers the opportunity to make a direct impact while working with a collaborative team in a mission-driven healthcare environment.