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IT Help Desk Supervisor

Prism Health North Texas
Dallas, TX
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
General Description and Function:

The IT Helpdesk Supervisor will oversee a team of 4+ employees serving as a mentor, providing guidance, enforcing metrics, and making sure operations are running smoothly. The IT Helpdesk Supervisor will also be hands on providing technical assistance.


Specific Responsibilities of the Job:

  • Responsible for day-to-day management of ticketing queue to ensure incidents and service requests are handled in a timely manner, well enforcing KPIs and Lead others on the Service Desk.
  • Review pending Service Requests for IT Infrastructure team and make corresponding decision whether to approve, deny, or cancel.
  • Work with IT Operations team to develop, implement, and oversee policies and procedures to ensure consistent service levels, including issue identification, assignment, documentation, and resolution.
  • Serve as an escalation point to the Helpdesk team to assist with complex technical issues that may need to be transferred to another team.
  • Problem investigation, troubleshooting and resolution
  • Coordinate daily team schedule to ensure appropriate coverage is maintained to handle end user support volume from phone calls, emails, and self-service tickets.
  • Act as a liaison to other departments within PHNTX to assist with special IT needs, receive feedback, and improve end user experience.
  • Provide direction by coaching and mentoring staff and celebrate accomplishments.
  • Communicate job expectations, enforce policies and procedures, and provide feedback to the Helpdesk team.
  • Maintain staff by recruiting, selecting, orienting, and training employees while also maintaining a safe and secure work environment and developing personal growth opportunities.
  • Actively support the achievement of PHNTX’s Vision and Goals.
  • Other duties as assigned.
Direct Reports:
 IT Support Desk Technician PersonalRequired SkillsRequired Knowledge, Skills and Abilities:
Job Requirements:
  • Basic working knowledge of Internet, e-mail, system security, server support in a MS Windows environment, telecommunications, and data communications
  • Advance knowledge of MS Office/O365 (Word, Excel, Outlook, PowerPoint, MS Teams).
  • Demonstrated progressive experience in the supervision of a technical support team.
  • Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
  • Solid relationship management and performance management skills.
  • Ability to motivate and direct staff members and subordinates.
  • Strong understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language to non-technical staff and end users.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to work in a fast-paced, dynamic environment.
  • Ability to maintain confidentiality.
Education and Experience:
  • Associates degree, or equivalent career experience.
  • Four (4) to Five (5) years working in an IT Help Desk Environment, or equivalent career experience.
  • Two (2) years’ experience in a helpdesk or IT customer support preferred.
  • Experience in a medical office / healthcare environment with electronic medical record (EMR) preferred.

Prism Health North Texas


Dallas, TX



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