Supervisor Helpdesk in Concord, Massachusetts at Emerson Hospital

Are you an experienced IT professional with a passion for leadership, technical troubleshooting, and customer support? Join the team at Emerson Health as a Helpdesk Supervisor and play a key role in delivering exceptional IT support services across our organization.

This is a hands-on leadership opportunity for someone who thrives in a collaborative environment, enjoys solving complex technical issues, and is motivated to mentor and develop a growing Helpdesk team.

As the Helpdesk Supervisor, you will oversee the daily operations of the IS Helpdesk, support enterprise technology initiatives, and ensure timely, high-quality technical support for end users across the organization.

• Supervise and support the day-to-day operations of the IS Helpdesk team
• Set team goals, priorities, and performance expectations
• Mentor and guide Helpdesk technicians across all experience levels
• Coordinate staffing schedules and phone coverage to ensure excellent customer support
• Manage escalated technical issues and serve as a senior point of contact for troubleshooting

• Provide hands-on support for desktops, laptops, printers, peripherals, and end-user applications
• Troubleshoot hardware, software, and connectivity issues in a fast-paced healthcare setting
• Oversee computer endpoint inventory management and device refresh cycles
• Assist with system planning, workflow optimization, and operational improvements
• Support continuous process improvement initiatives to enhance service quality and response times

• Manage customer service requests, ticket prioritization, and escalation workflows
• Communicate effectively with staff and leadership regarding issue resolution and project status
• Develop and improve Helpdesk procedures, documentation, and service standards
• Promote a culture of responsiveness, collaboration, and exceptional customer care

• Bachelor’s degree in Computer Science, Information Systems, Electrical Engineering, or related field preferred
  OR
• Equivalent combination of education and 5–10 years of relevant IT systems or engineering experience

• Minimum 5 years of hands-on technical support experience in a Helpdesk or IT Support environment
• Experience supporting end-user workstations, peripherals, and enterprise applications
• Prior supervisory or team leadership experience preferred
• Healthcare IT experience is a plus

• ITIL certification preferred, but not required

• Strong leadership and team development skills
• Advanced troubleshooting and analytical problem-solving abilities
• Excellent customer service and communication skills
• Ability to prioritize multiple projects, tasks, and escalations simultaneously
• Strong understanding of desktop systems, peripherals, and IT support operations
• Self-motivated with the ability to work independently and collaboratively
• Comfortable communicating with both technical and non-technical users
• Ability to maintain confidentiality and professionalism at all times

At Emerson Health, technology plays a critical role in supporting patient care and operational excellence. This position offers the opportunity to make a direct impact while working with a collaborative team in a mission-driven healthcare environment.

If you are looking for an opportunity to lead, grow, and make a difference in IT operations and customer support, we encourage you to apply today.