Service Desk Supervisor - 2nd Shift

Who We Are Xtensys is a rapidly growing managed service provider delivering innovative technology solutions to health systems, beginning in New York and expanding nationwide. Owned by two industry leaders with a strong focus on advancing rural and community healthcare, Xtensys is executing several major initiatives and scaling quickly. With a team of more than 500 professionals, we are building a people-centered culture rooted in collaboration, innovation, and strategic thinking. We are seeking an experienced 1st Shift Service Desk Supervisor to support our continued growth and commitment to delivering exceptional client outcomes. Location: This role is 100% remote Work Arrangement: Ability to work 2nd shift Monday through Friday 2:30 pm to 11:00 pm EST. Job Summary The Service Desk Supervisor provides day‑to‑day leadership and operational oversight for the Service Desk, ensuring consistent service delivery, adherence to ITSM processes, and a positive end‑user experience. This role serves as the primary escalation and coordination point for the Service Desk during high‑impact incidents and ensures analysts are supported, coached, and aligned to expectations. The Supervisor balances people leadership with operational accountability and plays a key role in stabilizing service performance in a healthcare environment where uptime and responsiveness—particularly for clinical systems such as Epic—are critical. Key Responsibilities - Provide day-to-day supervision and operational leadership for Service Desk Analysts (I, II, and III), ensuring appropriate coverage, balanced workloads, and adherence to schedules and on-call expectations. - Serve as the primary escalation point for Service Desk issues, validating severity, impact, and priority before engaging downstream resolver teams. - Oversee incident and request management to ensure tickets are accurately categorized, prioritized, documented, and progressed in alignment with ITIL best practices. - Coordinate Service Desk response during high-impact or business-critical incidents, including clinical and Epic-related issues, ensuring timely communication, urgency, and thorough documentation. - Partner with the ROC/Major Incident Manager to support Major Incident activities, ensuring effective and timely Service Desk participation when activated. - Monitor and analyze Service Desk performance metrics (e.g., SLA compliance, ticket aging, backlog, escalation trends) and implement corrective actions as needed. - Maintain high standards for ticket quality and documentation to support reporting, trend analysis, audits, and problem management efforts. - Provide ongoing coaching, feedback, and performance guidance to analysts, reinforcing strong troubleshooting practices, customer service standards, and documentation quality. - Identify recurring issues and operational pain points, collaborating with Analyst III and cross-functional IT teams to support problem management and continuous service improvement. - Ensure knowledge base content is accurate, up to date, and effectively utilized, while driving team contributions to knowledge creation and maintenance. - Act as a liaison between the Service Desk and other IT teams, ensuring clear communication, defined expectations, and smooth handoffs across support functions. Who You Are & What You’ll Bring - Service Desk Expertise: Strong understanding of Service Desk operations, including escalation models and support delivery within an ITSM framework. - ITIL Knowledge: Working knowledge of ITIL practices, particularly Incident, Request, Knowledge, and Problem Management. - Leadership: Proven ability to lead, coach, and support technical teams in a high-volume, customer-facing environment. - Healthcare IT Experience: Required experience supporting healthcare environments, including familiarity with clinical systems, uptime expectations, and patient-impacting incident response (e.g., Epic). - Incident Management: Ability to quickly assess incident impact and urgency, particularly in environments where system availability directly affects clinical workflows. - Analytical Skills: Strong ability to interpret Service Desk metrics, identify trends, and drive operational improvements. - Technical Savvy: Experience with ITSM platforms and collaboration tools such as ServiceNow, Zendesk, Jira Service Management, and Microsoft Teams. - Communication: Excellent communication skills, with the ability to effectively engage end users, analysts, engineers, and leadership in both routine and high-pressure situations. - Operational Balance: Ability to balance hands-on involvement with supervisory responsibilities, demonstrating sound judgment on when to step in versus delegate. Education/Certifications - Associate’s degree required - ITIL v4 certification preferred; candidates must be willing to obtain certification within 90 days of hire Apply To This Job