IT Support Supervisor

We are seeking an IT Support Supervisor to oversee day-to-day technical support for employees across clinical and administrative departments. This role is responsible for helping ensure internal technology, user access, healthcare software, and support workflows operate smoothly in a privacy-focused, HIPAA-compliant environment.

Responsibilities

• Supervise daily IT support operations for clinical and administrative staff
• Provide hands-on technical support for escalated or time-sensitive issues
• Monitor support tickets, response times, resolution quality, and outstanding requests
• Assist with troubleshooting login issues, password resets, account access, email, VPN, connectivity, software errors, and basic hardware concerns
• Support user access to healthcare systems, EMR/EHR platforms, and internal applications
• Guide help desk or desktop support staff on troubleshooting steps, documentation, and escalation procedures
• Ensure support requests, troubleshooting notes, resolutions, and escalations are documented accurately in the ticketing system
• Coordinate escalations with senior IT staff, application support teams, vendors, or management when needed
• Assist with new user setup, access changes, onboarding, offboarding, and basic application support
• Help maintain internal support procedures, knowledge base articles, and documentation
• Support technology needs during system updates, implementations, high-volume periods, and special projects
• Promote professional, patient, and helpful service for employees in both clinical and non-clinical roles
• Maintain confidentiality of patient, employee, and company information in accordance with HIPAA and internal security standards

Qualifications

• High school diploma or GED required
• Current HIPAA training, certification, or compliance credential required
• Previous experience in help desk, desktop support, service desk, technical support, or a similar IT role required
• Prior lead, senior technician, team lead, or supervisory experience preferred
• Working knowledge of Windows, Microsoft Office, email systems, user accounts, password resets, VPN access, and common workplace applications
• Ability to troubleshoot basic hardware, software, connectivity, and access-related issues
• Strong communication, customer service, and leadership skills
• Ability to stay calm, professional, and organized when supporting users under pressure
• Strong attention to detail and ability to document support activity clearly
• Ability to handle sensitive and confidential information appropriately

Preferred Experience

• Associate degree in Information Technology, Computer Science, or a related field
• Experience supporting technology in a healthcare, medical office, clinical, or regulated environment
• Familiarity with EMR/EHR systems or healthcare-related software
• Experience using ticketing platforms, remote support tools, IT documentation systems, or knowledge base tools
• Experience training, mentoring, or supervising help desk or desktop support staff
• Experience coordinating IT support during system changes, upgrades, or application rollouts

About the Ideal Candidate

The ideal candidate is a dependable IT support professional with leadership ability and a service-focused mindset. This person should be comfortable managing support requests, helping employees directly, guiding other IT support staff, documenting issues clearly, and maintaining professionalism in an environment where privacy, accuracy, and responsiveness matter.