Supervisor, IT Service Desk Support

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The pay range for this position is $65,800 - $102,900 based on direct and relevant experience.

RAYUS Radiology is looking for a Supervisor, IT Service Desk Support to join our team. We are challenging the status quo by shining light on radiology and making it a critical first step in diagnosis and proper treatment. Come join us and shine brighter together! As a Supervisor, IT Service Desk Support, you will be responsible for supervising the daily operations and performance of a team of IT Service Desk Support professionals to ensure consistent, efficient, and thorough service support delivery experiences, and seamless technical support across the organization. The IT Service Desk Support Supervisor will play a critical role in managing the escalation process, overseeing technical troubleshooting for radiology information systems (RIS), picture archiving and communication systems (PACS), and other clinical IT systems, as well as ensuring that the service desk delivers high-quality service while adhering to industry regulations and best practices. This position is full-time, working Monday through Friday, Occasional Weekend/on-call.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(45%) Leadership/Performance

• Supervise and lead a team of IT Service Desk Support Specialists (Level I and Level II) to ensure high-quality, efficient support for all team members across the organization and radiology systems.
• Provide guidance, coaching, and performance evaluations to team members.
• Oversee daily operations of the IT Service Desk Support team, ensuring all support requests and incidents are logged, tracked, and resolved in a timely manner within our IT Service Management system (ServiceNow).
• Monitor and maintain adherence to service level agreements (SLAs).
• Lead and coordinate training and development programs for the IT Service Desk Support team.
• Ensure that team members are continuously improving their technical knowledge and customer service skills, with a particular focus on radiology-related technologies.
• Work with the IT Service Manager to develop and manage the budget for the service desk, ensuring that resources are allocated effectively to meet the operational needs of the department.
• Prepare and present regular performance reports to senior IT leadership. Analyze key performance indicators (KPIs), such as ticket resolution times, customer satisfaction scores, and team performance metrics.

(35%) Process Improvement/Collaboration

• Manage and resolve escalated support issues, including complex technical problems related to RIS, PACS, imaging equipment, and other clinical systems.
• Ensure that problems are resolved promptly or routed to appropriate specialized teams.
• Evaluate and refine service desk processes to optimize team performance, improve incident resolution times, and increase customer satisfaction.
• Identify recurring issues and implement proactive measures to reduce downtime.
• Utilize knowledge of RIS, PACS, and other relevant systems to address user concerns.
• Work closely with other IT departments, including network, infrastructure, and application teams, to ensure a cohesive approach to system support.
• Collaborate with radiology team members to understand their technical needs and deliver targeted solutions.
• Assist in managing relationships with external vendors and third-party service providers to ensure the timely resolution of issues and the efficient functioning of radiology IT systems.

(15%) Compliance & Security

• Ensure all IT support activities are conducted in compliance with healthcare regulations, including HIPAA, ensuring the confidentiality and security of patient information.
• Oversee user access controls and the proper handling of sensitive data.
• Ensure accurate documentation of issues, resolutions, and user interactions to maintain comprehensive records.

(5%) Other Duties

Required:

• Bachelor's degree in information technology, Computer Science, Healthcare IT, or other closely related field.
• Five (5) years' experience in an IT user support role.
• Two (2) years of leadership or supervisory experience.
• Occasional travel between departments may be necessary.
• Some travel is required between sites; a reliable means of transportation is required.
  
  

Preferred:

• IT certifications such as ITIL Foundation, CompTIA A+, or others are highly desirable.
• Experience in the healthcare industry, particularly in radiology IT systems such as RIS, PACS, and medical imaging technologies.
• Two (2) years' supervisor experience.
  
  

RAYUS is committed to delivering clinical excellence in communities across the U.S., driven by our passion for and superior service to referring providers and patients. RAYUS Radiology is built on our brilliant medicine, brilliant team, brilliant technology and services - all to provide the highest level of patient care possible.

We bring brilliance to health and wellness. Join our team and shine the light on Radiology Services! RAYUS Radiology is an EO Employer/Vets/Disabled.

We offer benefits (based on eligibility) including medical, dental and vision insurance, 401k with company match, life and disability insurance, tuition reimbursement, adoption assistance, pet insurance, PTO and holiday pay and many more! Visit our career page to see them all www.rayusradiology.com/careers.