Service Desk Process Analyst

Title: Service Desk Process Analyst (IT Service Desk Supervisor) Location: Onsite We are seeking experienced Service Desk Process Analysts to provide leadership and operational oversight for a 24/7 IT Service Desk and Desktop Support environment. This role is responsible for supervising support teams, driving service excellence, monitoring performance metrics, coaching team members, managing escalations, and leading communications during critical incidents and service disruptions. The ideal candidate will have strong IT Service Management experience, proven team leadership capabilities, and the ability to operate effectively in a fast-paced environment where communication, accountability, and customer service are essential. Key Responsibilities Provide shift-based leadership and supervision for Service Desk and Desktop Support teams supporting a 24/7 operation Monitor team performance, service metrics, ticket volumes, SLA adherence, and operational effectiveness Serve as the primary escalation point for complex issues and service disruptions Lead communications during major incidents, ensuring clear and timely updates to stakeholders Coach, mentor, and develop Service Desk and Desktop Support team members Promote accountability, collaboration, and continuous improvement across support teams Identify workflow inefficiencies and recommend process improvements Support IT Service Management best practices and operational standards Analyze service desk data and trends to improve customer experience and support performance Collaborate with IT teams and business stakeholders to improve service delivery Required Qualifications Bachelor’s degree in Health Informatics, Information Technology, Computer Science, or related field 5+ years of experience in healthcare technology, IT Service Desk, Desktop Support, or IT operations 3+ years of experience in a supervisory, team lead, or people management role Experience managing IT support teams in a high-volume enterprise environment Strong understanding of IT Service Management principles and Service Desk operations Experience with ITSM ticketing platforms, workflow management, and performance reporting Excellent verbal and written communication skills with the ability to explain complex technical concepts to varied audiences Strong problem-solving, analytical, and organizational skills Ability to manage competing priorities while maintaining service quality and team morale Preferred Experience Experience supporting mission-critical environments ITIL or related service management knowledge Experience leading major incident communications and escalation processes Experience improving Service Desk workflows and operational performance This role requires onsite coverage supporting a 24/7 IT environment. Available shifts AM Shift: 12:00 AM – 12:00 PM PM Shift: 12:00 PM – 12:00 AM Schedule follows a rotating 2-2-3 pattern averaging approximately 42 hours per week, including every other full weekend off. Why Join? This is an opportunity to play a key leadership role within a large-scale IT support organization, helping drive service excellence, team performance, and operational improvements in a critical healthcare technology environment. #J-18808-Ljbffr SGI