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Service Desk Supervisor – Service Desk Operations – Clinical Service Desk

May 26, 2026

Make a difference. Be happy. Grow your career.The Clinical Service Desk Supervisor manages, mentors, and develops a team of the first and second level clinical support Service Desk team and team leads as the main point of contact for IT support needs while embodying Nordic maxims and values. This role will ensure operations is in accordance with the established procedures and practices and monitors desk performance. Clinical Service Desk Supervisor will work with the Managed Services – Service Desk leadership team on workforce planning and team direction.<h2>Key Responsibilities</h2>The Clinical Service Desk Supervisor will be responsible for, but not be limited to:<ul><li>Managing and supervising a team of Service Desk Agents (I, II, and III).</li><li>Responsible for the hiring, onboarding, and continued education of Service Desk Agents at all levels.</li><li>Serve as an internal escalation point for leads and department wide issues</li><li>Contributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise including leading regular team meetings</li><li>Executing plans and processes to deliver on quality benchmarks and department goals</li><li>Developing Service Desk Agents (I, II, III) through coaching and 1:1 sessions to review personal performance</li><li>Overseeing of call assignments, schedule, and schedule adherence within the Clinical Service Desk team</li><li>Meeting complex customer requirements and managing requests from clients related to the Service Desks area(s) of application expertise</li><li>Creating, facilitating, and distributing internal communication including newsletters, emails, and team meetings.</li><li>Trending and oversight of service desk metrics including but not limited to CSAT, KPIs, and volumes to ensure SLAs are met and performance targets are met.</li><li>Knowledge management oversight to ensure Knowledge Based Articles to improve quality and productivity</li><li>Serving as liaison for clients and service desk for day-to-day operations and subject matter expertise</li><li>Accountability to service levels across the service desk are met and exceeding customer expectations</li><li>Adhering to policies and procedures such as HIPAA and client notification expectations</li><li>Leading, Managing, and/or working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested</li></ul><h2>Required Skills And Experience</h2><ul><li>BS/BA in related field, 5+ years related experience, certifications and registrations in certain areas.</li><li>5+ years in service desk or IT support required</li><li>Direct staff management experience leading service-oriented teams required</li><li>Full understanding of Healthcare Terminology and IT competencies</li><li>Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases systems implementations, preferred</li><li>Prior experience with ticketing systems and change management processes</li><li>Excellent customer service and communication skills, written and verbal</li><li>Demonstrated problem-solving skills and decision-making skills</li><li>Ability to work well under pressure while maintaining high productivity</li><li>Strong attention to detail and ability to organize</li><li>Must be able to work independently, as well as within a team environment</li><li>Must demonstrate and embody Nordic’s maxims</li></ul><h2>Desired Skills and Experience</h2><ul><li>Industry-specific certification(s) (e.g. ITIL, HDI, etc.) preferred.</li><li>Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.).</li><li>Experience or knowledge with ITIL.</li></ul><h2>Additional details</h2><ul><li>Ability to travel up to 5% of the time</li></ul>Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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