| Department: | Information Technology |
| Region: | Minneapolis, MN |
| Location: | Roseville, MN |
Pediatric Home Service is a friendly and professional leader in home health care with a singular passion for and commitment to taking care of the child. As a leader in home health care, we help kids achieve their best lives at home and in their communities while providing our employees a fun and rewarding place to work.
THE POSITION:
The Service Desk Supervisor is a frontline leadership role responsible for overseeing daily IT Service Desk operations in a fast-paced, regulated healthcare environment. This role blends hands-on technical escalation support with formal people leadership, ensuring consistent, high-quality IT support for clinicians, field staff, and corporate teams whose work directly impacts patient care.
Team Leadership & Management
Supervise service desk staff, including scheduling, workload distribution, and prioritization
Coach, mentor, and provide ongoing performance feedback, including corrective action when needed
Foster a positive, collaborative, and customer-focused team culture
Enforce standardized service desk processes, documentation, and workflows
Lead regular team meetings to review metrics, share updates, and drive continuous improvement
Service Desk Operations
Oversee ticket intake, triage, assignment, and resolution through the ITSM platform
Serve as first-level escalation for complex or time-sensitive issues
Customer Support
Ensure efficient, professional IT support for clinicians, field staff, and administrative users
Oversee support for mission-critical systems (e.g., EMR/EHR platforms, Five9, Microsoft Teams)
Communicate service desk performance, incidents, and resolutions to leadership and stakeholders
Champion a customer-first mindset with a strong focus on minimizing downtime that impacts patient care
Compliance & Security
Enforce HIPAA, privacy, and IT security protocols across the service desk
Ensure security-related incidents are documented and escalated appropriately
Reporting & Process Improvement
Track and report service desk metrics including ticket volume, response times, resolution times, and SLA compliance
Produce incident reports for business-impacting or mission-critical system issues
Identify trends and recurring issues and lead preventative improvement initiatives
Maintain and update knowledge base articles, procedures, and training materials
Recommend enhancements to workflows, tools, and service desk or security processes
Monitor queues to ensure timely responses and SLA adherence
Coordinate with internal IT teams, system administrators, and vendors for escalated support
THE QUALIFICATIONS:
Required Experience
3–5 years of IT service desk or help desk experience
1–2 years in a supervisory or team lead role
Technical Skills
Proficiency with ITSM tools (e.g., ServiceNow)
Familiarity with EMR/EHR systems, clinical applications, and mobile technology used in home health settings
Strong understanding of ITIL principles, ticket lifecycle management, and escalation procedures
Knowledge of HIPAA regulations, IT security best practices, and data confidentiality
Experience with Microsoft Azure, Entra ID, Intune, Microsoft 365, Windows 11, and Chrome Enterprise
Soft Skills
Strong leadership, coaching, and people management abilities
Excellent communication skills with both technical and non-technical audiences
High emotional intelligence and ability to motivate and support a team
Strong organizational and time management skills with attention to detail
Calm, professional demeanor in high-pressure or urgent situations
Preferred:
Associate’s or Bachelor’s degree in Information Technology, Cybersecurity, Healthcare Administration, or a related field
Experience in healthcare, home health, or regulated service organizations
Exposure to IT security operations, compliance, or cybersecurity functions
ITIL certification
THE COMPANY
Pediatric Home Service is a pediatric home health agency that has provided high quality DME and nursing services to children that are medically fragile since 1990. Our services allow our clients to remain and thrive in their homes, schools, and communities. The majority of the clients we serve are age’s birth through 21 years old and have a variety of technologies that might include a trach, ventilator or g-tube.
SALARY RANGE:
At PHS, we are committed to providing specialized care for medically complex children. Every role, from direct patient care to customer support, plays a vital part in improving the lives of kids and families. The impact you make is invaluable. We are dedicated to offering fair and transparent compensation to our team members. The range for this role is $70,000 to $85,000 annually, based on experience and qualifications.
THE BENEFITS
Interested candidates should apply online at, please include cover letter & resume along with salary requirements in your application.
We look forward to learning more about you & the skills you can bring to Pediatric Home Service!
Pediatric Home Service is an equal opportunity employer; we are committed to affirmative action and equal employment opportunities for all regardless of protected veteran status, race, color, creed, religion, national origin, sex, sexual orientation or identity, disability, age, marital status, familial status, membership or activity in a local human rights commission, or status with regard to public assistance