IT Help Desk Supervisor
Rotech Healthcare Inc.•Orlando, FL
•Onsite
About The Position
We are seeking a dedicated Help Desk Supervisor to join our team. In this position, you will support the daily operations of the Rotech Healthcare Help Desk, ensuring timely, consistent, and customer‑focused technical support. This role oversees Help Desk technicians, monitors service performance, and ensures adherence to established procedures, service levels, and support standards.
Requirements
- High school diploma or GED equivalent, required
- Effectively communicate in English; both oral and written
- Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
- Maintain confidentiality, discretion and caution when handling sensitive information
- Multi-task along with attention to detail
- Self-motivation, organized, time-management and deductive problem solving skills
- Work independently and as part of a team
- Knowledge of Microsoft Windows desktop operating environments, as well as exposure to industry products, terminology and trends
- Interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
- Email transmission and communication
- Internet navigation and research
- Microsoft applications; Outlook, Word and Excel
- Office equipment; fax machine, copier, printer, phone and computer and/or tablet
- Communicate with others in person, on the telephone, and electronically
- Move about the facility interacting with others
- Occasionally moves equipment such as a personal computer or display weighing up to twenty-five pounds
- Requires sitting, walking, standing, talking and listening
- Requires close vision to small print on computer and/or tablet and paperwork
Nice To Haves
- Bachelor’s degree in management information systems, Computer Science, or equivalent experience.
- Three years of experience in Information Systems or related technical support roles or graduate degree in lieu of experience.
- One year of related work experience, preferred
Responsibilities
- Provides ongoing guidance, feedback, and support to ensure staff meet performance expectations and deliver high‑quality customer service.
- Oversees Help Desk content, knowledge articles, and internal file structures to support efficient information access.
- Works with technical and professional staff to resolve ongoing issues and ensure support processes align with current technologies.
- Coordinates escalation of unresolved or complex problems to appropriate technical teams and follows through to resolution.
- Supervises day‑to‑day Help Desk activities, ensuring efficient handling of incoming requests and consistent delivery of customer support services.
- Guides the team in identifying, prioritizing, and resolving reported issues according to established procedures.
- Ensures accurate and complete logging of all support requests to support trend identification and continuous improvement.
- Conducts performance reviews, addresses performance concerns, and supports staff development initiatives.
- Ensures Help Desk procedures, documentation, and workflows are consistently followed and updated as needed.
- Prepares operational reports, identifies recurring issues, and recommends improvements to enhance service quality and efficiency.
- Tracks and enforces service level agreements (SLAs), ensuring timely response and resolution of support requests.
- Supervises Help Desk technicians, including hiring, scheduling, assigning duties, and evaluating performance.
- Performs other duties as assigned
Benefits
- Generous paid time off and paid holidays
- Overtime pay for non-exempt positions (as applicable)
- Commission for Account Executives
- Bonus and incentive opportunities
- Fixed and variable car reimbursement for Area Managers and Account Executives
- Car, mileage, and telephone reimbursement (as applicable)
- Employee discount and recognition programs
- Employee Assistance Program (EAP)
- 401(k), HSA, and FSA/Dependent Care FSA
- Medical, prescription, dental, and vision coverage
- Life insurance, disability, accidental death, identity protection, and legal services
- Meru Health mental health and Mercer SmartConnect Medicare programs
- Livongo Diabetes and High Blood Pressure programs
- Healthcare Bluebook and RX Savings Solutions programs
- Hepatitis B (HEPB) and TB vaccinations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
