IT Service Desk Supervisor
Description
Looking for a career where you love what you do and who you do it with? You’re in the right place.
Healthcare here is different – we’re locally owned and led by our physicians, and all decisions are always made right here in Central Iowa.
By working at The Iowa Clinic, you’ll get to make a difference while seeing a difference in our workplace. Because as one clinic dedicated to exceptional care, we’re committed to exceeding expectations, showing compassion and collaborating to provide the kind of care most of us got into this business to deliver in the first place.
Think you’ve got what it takes to join our TIC team? Keep reading…
A day in the life…
Wondering what a day in the life of an IT Service Desk Supervisor at The Iowa Clinic might look like?
Job Summary
The Service Desk Supervisor leads the Iowa Clinic Service Desk team and owns the FreshService ITSM platform across all modules. This position is responsible for day‑to‑day service desk operations, staff performance, service quality, and ITSM process governance. The Supervisor serves as the primary Change Manager for the Change Advisory Board (CAB) and primary Incident Manager for major incidents, with the ability to delegate either role to the Service Desk Technician III as needed.
Job Duties and Responsibilities
- Supervise and develop service desk staff including workload management, scheduling, performance coaching, one‑on‑ones, and formal performance reviews.
- Own and administer FreshService across all modules including incident, change, problem, service request, service catalog, asset management, and customer portal.
- Configure and maintain workflows, forms, approval processes, SLA policies, automation, and escalation rules.
- Serve as primary Change Manager by facilitating CAB meetings, reviewing change requests for risk and completeness, maintaining the change schedule, communicating approvals, and ensuring post‑implementation reviews are completed.
- Serve as primary Incident Manager for major incidents by coordinating response activities, directing escalations, managing stakeholder communications, and leading post‑incident reviews and documentation.
- Monitor service desk and individual performance metrics including SLAs, first‑call resolution, and ticket quality.
- Conduct regular ticket quality reviews and identify coaching and process improvement opportunities.
- Prepare and present service desk performance metrics and trend analysis to IT leadership.
- Own and maintain the FreshService knowledge base and service catalog, ensuring content accuracy and quality standards.Drive continuous service improvement through ITSM process improvements, workflow optimization, and documentation.
- Participate in the on‑call rotation and serve as the senior escalation contact as required.
- Performs other duties as assigned.
Time Allocation
- 50% – Team supervision, escalations, and service desk operations
- 25% – FreshService administration and ITSM process management
- 25% – Performance reporting, service improvement, and cross‑team collaboration
Knowledge, Skills, and Abilities Required
- Demonstrated supervisory experience in a high‑volume service desk or IT support environment.
- Strong ability to organize, prioritize, and remain composed in a fast‑paced, time‑sensitive healthcare environment.
- Advanced ITSM platform administration experience, including end‑to‑end workflow, SLA, and approval process design.
- Knowledge of change and incident management best practices, including CAB facilitation and post‑incident reviews.
- Ability to analyze performance metrics and translate findings into actionable improvements.
- Strong written and verbal communication skills with IT leadership, clinical stakeholders, and staff.
- Working knowledge of Windows 11, Microsoft 365, and Entra ID.
Minimum Job Qualifications
Education: Bachelor’s degree in Information Technology, Business, or related field preferred. Associate degree with substantial supervisory and service desk experience may be considered.
Licensure/Certification: ITIL 4 Foundation preferred. HDI Support Center Team Lead or Manager certification accepted. Additional ITSM certifications encouraged.
Work Experience: Minimum of 4 years in a service desk or IT support role, including at least 2 years in a supervisory, lead, or team lead capacity. Healthcare IT experience preferred.
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What’s in it for you
- One of the best 401(k) programs in central Iowa, including employer match and profit sharing
- Employee incentives to share in the Clinic’s success
- Generous PTO accruals
- and paid holidays
- Health, dental and vision insurance
- Quarterly volunteer opportunities through a variety of local nonprofits
- Training and development programs
- Opportunities to have fun with your colleagues, including TIC night at the Iowa Cubs, employee appreciation tailgate party, Adventureland day, State Fair tickets, annual holiday party, drive-in movie night… we could go on and on
- Monthly departmental celebrations, jeans days and clinic-wide competitions
- Employee rewards and recognition program
- Health and wellness program with up to $350/year in incentives
- Employee feedback surveys
- All employee meetings, team huddles and transparent communication