Senior Supervisor, Service Desk

Overview The Service Desk Team is the first line of service for our employees and client-partners. The Service Desk provides technical assistance for our suite of products and infrastructure used by Clinical Services and Corporate abstraction teams (legacy Q-Centrix / Curation Solutions), ROI Specialists and Exchange Solutions teams (legacy MRO), or other corporate teams. The Service Desk Senior Supervisor has responsibility for management of the Service Desk and call center operations, spanning our combined support platforms, Freshdesk and Jira Service Management (JSM) issue resolution or escalation, and team performance. Responsibilities Manage the Service Desk and call center team, including staffing, training, supervision, and performance evaluation. Own talent management for the team - recruiting, onboarding, career development, and succession planning - to build a high-performing, engaged support organization. Direct reports may physically reside in the United States and/or India working remotely or in an MRO corporate office. Oversee day-to-day Service Desk and call center operations across our combined support platforms (Freshdesk and Jira Service Management (JSM)) to resolve reported technology related user issues. Implement effective ticket and call triage, assignment, diagnosis, escalation, and resolution processes. Maintain SLA and other performance metrics. Provide escalation management, in partnership with other Support Supervisors, to review and accelerate resolution for requested support items by working with individual contributors and leaders inside and outside of Support Operations. Train and mentor Service Desk Analysts and call center agents to develop strong troubleshooting, phone/call handling, and customer service capabilities. Provide real-time support and guidance to ensure excellent user outcomes. Use analytics and reporting across Freshdesk and JSM to recognize patterns and trends in ticket and call volumes, and take appropriate, proactiv