[Remote] Service Desk Supervisor – Service Desk Operations – Clinical Service Desk

Note: The job is a remote job and is open to candidates in USA. Nordic Global is committed to enhancing career growth and happiness. The Clinical Service Desk Supervisor will manage and develop a team of clinical support agents, ensuring operational efficiency and adherence to established procedures while serving as a key point of contact for IT support needs.ResponsibilitiesManaging and supervising a team of Service Desk Agents (I, II, and III)Responsible for the hiring, onboarding, and continued education of Service Desk Agents at all levelsServe as an internal escalation point for leads and department wide issuesContributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise including leading regular team meetingsExecuting plans and processes to deliver on quality benchmarks and department goalsDeveloping Service Desk Agents (I, II, III) through coaching and 1:1 sessions to review personal performanceOverseeing of call assignments, schedule, and schedule adherence within the Clinical Service Desk teamMeeting complex customer requirements and managing requests from clients related to the Service Desks area(s) of application expertiseCreating, facilitating, and distributing internal communication including newsletters, emails, and team meetingsTrending and oversight of service desk metrics including but not limited to CSAT, KPIs, and volumes to ensure SLAs are met and performance targets are metKnowledge management oversight to ensure Knowledge Based Articles to improve quality and productivityServing as liaison for clients and service desk for day-to-day operations and subject matter expertiseAccountability to service levels across the service desk are met and exceeding customer expectationsAdhering to policies and procedures such as HIPAA and client notification expectationsLeading, Managing, and/or working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requestedSkillsBS/BA in related field, 5+ years related experience, certifications and registrations in certain areas5+ years in service desk or IT support requiredDirect staff management experience leading service-oriented teams requiredFull understanding of Healthcare Terminology and IT competenciesProven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases systems implementations, preferredPrior experience with ticketing systems and change management processesExcellent customer service and communication skills, written and verbalDemonstrated problem-solving skills and decision-making skillsAbility to work well under pressure while maintaining high productivityStrong attention to detail and ability to organizeMust be able to work independently, as well as within a team environmentMust demonstrate and embody Nordic's maximsIndustry-specific certification(s) (e.g. ITIL, HDI, etc.) preferredExperience using remote-control tools (i.e., Quick Assist, Bomgar, etc.)Experience or knowledge with ITILCompany OverviewNordic Global is an information technology company. It was founded in 2010, and is headquartered in Louisville, Kentucky, USA, with a workforce of 1001-5000 employees. Its website is https://www.nordicglobal.com.Company H1B SponsorshipNordic Global has a track record of offering H1B sponsorships, with 6 in 2025, 10 in 2024, 1 in 2023, 3 in 2022. Please note that this does not guarantee sponsorship for this specific role.