IT Help Desk Supervisor

Join a Leader in Home Healthcare

At Rotech Healthcare Inc., we’re more than a medical equipment provider—we’re a trusted partner in patient care. As a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, we empower patients to manage their health from the comfort of home.

With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you're a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.

Explore more about our mission and services at Rotech.com.

Job Summary

We are seeking a dedicated Help Desk Supervisor to join our team. In this position, you will support the daily operations of the Rotech Healthcare Help Desk, ensuring timely, consistent, and customer‑focused technical support. This role oversees Help Desk technicians, monitors service performance, and ensures adherence to established procedures, service levels, and support standards.

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Coaching & Development — Provides ongoing guidance, feedback, and support to ensure staff meet performance expectations and deliver high‑quality customer service.
• Content & Knowledge Management — Oversees Help Desk content, knowledge articles, and internal file structures to support efficient information access.
• Cross‑Team Collaboration — Works with technical and professional staff to resolve ongoing issues and ensure support processes align with current technologies.
• Escalation Coordination — Coordinates escalation of unresolved or complex problems to appropriate technical teams and follows through to resolution.
• Help Desk Operations Oversight — Supervises day‑to‑day Help Desk activities, ensuring efficient handling of incoming requests and consistent delivery of customer support services.
• Incident Prioritization & Resolution — Guides the team in identifying, prioritizing, and resolving reported issues according to established procedures.
• Issue Logging & Tracking — Ensures accurate and complete logging of all support requests to support trend identification and continuous improvement.
• Performance Management — Conducts performance reviews, addresses performance concerns, and supports staff development initiatives.
• Process & Policy Administration — Ensures Help Desk procedures, documentation, and workflows are consistently followed and updated as needed.
• Reporting & Trend Analysis — Prepares operational reports, identifies recurring issues, and recommends improvements to enhance service quality and efficiency.
• Service Level Monitoring — Tracks and enforces service level agreements (SLAs), ensuring timely response and resolution of support requests.
• Team Leadership — Supervises Help Desk technicians, including hiring, scheduling, assigning duties, and evaluating performance.
• Performs other duties as assigned

Travel

• None

Employment is contingent on

• Background check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any evidence of rehabilitation, in accordance with applicable laws.
• Drug screen (when applicable for the position)
• Compliance with healthcare facility credentialing process (when applicable for the position)
• Valid driver’s license in state of residence with a clean driving record (when applicable for the position)

Required Education and/or Experience

• High school diploma or GED equivalent, required

Preferred Education and/or Experience

• Bachelor’s degree in management information systems, Computer Science, or equivalent experience.
• Three years of experience in Information Systems or related technical support roles or graduate degree in lieu of experience.
• One year of related work experience, preferred

Skills and Competencies

• Effectively communicate in English; both oral and written
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
• Maintain confidentiality, discretion and caution when handling sensitive information
• Multi-task along with attention to detail
• Self-motivation, organized, time-management and deductive problem solving skills
• Work independently and as part of a team

Machines, Equipment and Technical Abilities

• Knowledge of Microsoft Windows desktop operating environments, as well as exposure to industry products, terminology and trends
• Interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
• Email transmission and communication
• Internet navigation and research
• Microsoft applications; Outlook, Word and Excel
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

• Communicate with others in person, on the telephone, and electronically
• Move about the facility interacting with others
• Occasionally moves equipment such as a personal computer or display weighing up to twenty-five pounds
• Requires sitting, walking, standing, talking and listening
• Requires close vision to small print on computer and/or tablet and paperwork

Benefits

• Generous paid time off and paid holidays
• Overtime pay for non-exempt positions (as applicable)
• Commission for Account Executives
• Bonus and incentive opportunities 
• Fixed and variable car reimbursement for Area Managers and Account Executives
• Car, mileage, and telephone reimbursement (as applicable)
• Employee discount and recognition programs

• Employee Assistance Program (EAP)

• 401(k), HSA, and FSA/Dependent Care FSA

• Medical, prescription, dental, and vision coverage

• Life insurance, disability, accidental death, identity protection, and legal services

• Meru Health mental health and Mercer SmartConnect Medicare programs

• Livongo Diabetes and High Blood Pressure programs

• Healthcare Bluebook and RX Savings Solutions programs

• Hepatitis B (HEPB) and TB vaccinations

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.