Apply on Employer Site

Endeavor Health · 1 day ago

Supervisor, IT Service Desk

Warrenville, IL

Full-time

Hybrid

Mid, Senior Level

$34.41/hr - $53.34/hr

3+ years exp

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care. As a Supervisor of the Service Desk, you will lead the development and implementation of IT solutions, manage the Service Desk team, and foster strong relationships with stakeholders to enhance operational efficiency and patient experience.

CommunitiesHealth CareMedicalTherapeutics

H1B Sponsor Likely

Responsibilities

Drives end-to-end activities for the assigned solutions portfolio and developing and leading teams for high performance outcomes

Provides direction for solution implementation, testing, support, and deployment, technical and workflow guidance

Establishes relationships with domain leaders to understand strategic business needs and user needs; identifies business requirements to guide specifications for ease of business operations

Lead or participate in governance committees to collaborate with key stakeholders about priority and workload

Develops strong partnerships with other fellow leaders to identify synergies and opportunities for improvement

Collaborates with vendors to ensure systems and solutions are achieving or exceeding the needs of Endeavor Health

Sets direction for IT operations through oversight of activities such as: Capital and Operating budgets, policy and procedure development and maintenance, talent management and acquisition, sustaining relationships with operational stakeholders, governance activities, and other duties as assigned

Remains updated on latest technologies available in the market and promotes the implementation of relevant technologies. Participates in industry related organizations, such as HIMSS, CHIME, Epic UGM / XGM, VMWare World, etc

Collaborate and actively participate across functional components led by other leaders, ensuring overlaps and touch points are seamless, effective, efficient and achieve measurable outcomes

Interviews, hires, orients, trains, evaluates the performances of and, when necessary, disciplines and/or discharges department personnel. Provides direction, as necessary, to staff regarding sensitive and/or complex work, related problems, resolves complaints and responds to inquiries regarding department operations. Works with manager to create and implement Service Desk performance objectives and defines competencies of Service Desk roles

Oversees all requests and incidents. Supervises and coordinates Service Desk response to urgent and complicated support issues. Acts as escalation point for all requests and incidents. Communicate appropriately throughout the organization

Produces reports for Service Desk metrics. Plans, schedules, and determines work priorities of subordinate personnel, ensuring accuracy and timely availability of reports produced. Works with manager to create, implement and communicate Service Desk metrics to ensure the timely resolution of issues

Responsible for downtime communications and Major Incident Response procedures

Implements department policies and procedures in order to achieve agreed-upon goals. Oversees maintenance of logs, records and/or trouble tickets and prepares periodic reports. Ensures that all phases of Service Desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately

Collaborates with Systems Support team, Applications team, Technical Engineering team, Network team, Telecommunication team and Training team in preparing Service Desk to address issues concerning new programs, systems or hardware, and upgrades to programs, systems, or hardware

Maintains knowledge base articles in order to assist Service Desk staff in resolving issues quickly and efficiently

Qualification

ITSM ticket managementHealthcare experienceTeam leadershipCisco Contact CenterAnalytical thinkingCuriosityVerbal communicationWritten communicationProject managementInterpersonal skills

Required

Education: Associate degree or equivalent work experience

Three (3) or more years of experience in managing processes, applications, or systems in a healthcare setting or relevant related industries

One (1) or more years of team leadership experience using portfolio of responsibility

Preferred

Demonstrates solid verbal and written communication skills

Solid understanding of information processing fundamentals and best practices

Ability to manage multiple projects with efficiency

Solid domain knowledge and interpersonal skills

Ability to plan, lead and implement initiatives

Personal and ethical accountability

Demonstrates analytical and critical thinking for problem solving / issue resolution

A lean towards curiosity, out of the box thinking and innovative

Focus on people and active engagement in recruitment and retention

Experience in a 24x7 call center environment

Experience with Cisco Contact Center, Reporting, and Calabrio

Experience with ITSM ticket management platform

Benefits

Incentive pay for select positions

Opportunity for annual increases based on performance

Career Pathways to Promote Professional Growth and Development

Various Medical, Dental, Pet and Vision options

Tuition Reimbursement

Free Parking

Wellness Program Savings Plan

Health Savings Account Options

Retirement Options with Company Match

Paid Time Off and Holiday Pay

Community Involvement Opportunities

Company

Endeavor Health

Endeavor Health is a health system helping community health and wellbeing, advancing health equity, and supporting local economic growth.

Evanston, Illinois, USA

10001+ employees

https://www.endeavorhealth.org

H1B Sponsorship

Endeavor Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (2)