IT Support Supervisor

The right candidate will be a hands-on IT support leader who can assist users directly while also guiding support staff managing ticket flow improving processes and ensuring employees receive timely professional technical support.

• Supervise daily IT support operations for clinical and administrative staff
• Provide hands-on technical support for escalated or time-sensitive issues
• Monitor support tickets response times resolution quality and outstanding requests
• Assist with troubleshooting login issues password resets account access email VPN connectivity software errors and basic hardware concerns
• Support user access to healthcare systems EMR/EHR platforms and internal applications
• Guide help desk or desktop support staff on troubleshooting steps documentation and escalation procedures
• Ensure support requests troubleshooting notes resolutions and escalations are documented accurately in the ticketing system
• Coordinate escalations with senior IT staff application support teams vendors or management when needed
• Assist with new user setup access changes onboarding offboarding and basic application support
• Help maintain internal support procedures knowledge base articles and documentation
• Support technology needs during system updates implementations high-volume periods and special projects
• Promote professional patient and helpful service for employees in both clinical and non-clinical roles
• Maintain confidentiality of patient employee and company information in accordance with HIPAA and internal security standards

• High school diploma or GED required
• Current HIPAA training certification or compliance credential required
• Previous experience in help desk desktop support service desk technical support or a similar IT role required
• Prior lead senior technician team lead or supervisory experience preferred
• Working knowledge of Windows Microsoft Office email systems user accounts password resets VPN access and common workplace applications
• Ability to troubleshoot basic hardware software connectivity and access-related issues
• Strong communication customer service and leadership skills
• Ability to stay calm professional and organized when supporting users under pressure
• Strong attention to detail and ability to document support activity clearly
• Ability to handle sensitive and confidential information appropriately

• Associate degree in Information Technology Computer Science or a related field
• Experience supporting technology in a healthcare medical office clinical or regulated environment
• Familiarity with EMR/EHR systems or healthcare-related software
• Experience using ticketing platforms remote support tools IT documentation systems or knowledge base tools
• Experience training mentoring or supervising help desk or desktop support staff
• Experience coordinating IT support during system changes upgrades or application rollouts

The ideal candidate is a dependable IT support professional with leadership ability and a service-focused mindset. This person should be comfortable managing support requests helping employees directly guiding other IT support staff documenting issues clearly and maintaining professionalism in an environment where privacy accuracy and responsiveness matter.