Help Desk Supervisor

At Real Radiology we are on a mission to improve patient outcomes by ensuring our clients and radiologists have the tools, resources, and support they need to succeed. We are a physician-owned teleradiology company that is committed to seamless operations, innovative technology, and exceptional services.

Be part of a team that’s transforming healthcare through meaningful impact. Here, collaboration, passion, and adaptability drive everything we do!

We are seeking a technically skilled and people-oriented Help Desk Supervisor to lead our frontline Service Desk team. This position combines hands-on technical leadership with process optimization and team development. You’ll ensure outstanding IT support across the organization while helping define standards, improve efficiency, and scale our endpoint services.

HIGHLIGHTS
As a Help Desk Supervisor, you’ll lead our Service Desk team while maintaining direct involvement in complex technical troubleshooting, process improvement, and endpoint infrastructure planning. You’ll play a key role in:

• Mentoring and developing Service Desk Analysts
• Owning escalations and supporting overnight shifts when needed
• Driving automation and continuous improvement initiatives
• Designing and enforcing workstation and endpoint standards
• Managing Teams Voice telecom and Level 3 support issues
• Maintaining inventory, asset planning, and on-call coverage

This position requires onsite presence, located at our Omaha, NE headquarters, is full-time, and includes participation in a 24x7x365 on-call rotation.

THE ROLE

Leadership & Team Development

• Lead, coach, and mentor a team of Service Desk Analysts
• Oversee training, performance evaluation, and career development
• Serve as the primary escalation point and provide after-hours support as needed

Operational Oversight

• Ensure service desk coverage meets organizational needs and SLAs
• Analyze and address recurring technical issues with scalable, preventative solutions
• Oversee workload distribution and continuous service improvement efforts

Process Improvement & Planning

• Drive automation and process refinement across endpoint support functions
• Own inventory management and anticipate hardware/software needs based on growth and usage trends
• Define and enforce workstation standards by department

Technical Leadership

• Troubleshoot complex Level 3 support tickets and lead incident investigations
• Maintain knowledge of modern endpoint management tools and scripting (PowerShell required)
• Manage Teams Voice provisioning and related telecom services

Customer-Focused Culture

• Champion a service-first culture that prioritizes professionalism, responsiveness, and user satisfaction
• Promote cross-functional collaboration between IT and business teams

Skills

• Deep technical knowledge of Windows 11, macOS, Teams Voice, desktop and mobile device management
• Experience in PowerShell scripting
• Familiarity with infrastructure fundamentals (servers, networking, storage, cloud)
• Experience with ITSM/ITIL frameworks and best practices
• Strong organizational, analytical, and communication skills

Qualifications

• 7–10+ years of experience in IT, including 3–5+ years in a supervisory or leadership role.
• CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, Apple Certified Support Professional, or equivalent.

BENEFITS & PERKS

• Comprehensive benefits package, including retirement and profit sharing
• Paid time off and flexibility to support your personal life
• Fuel for your day with company sponsored lunches & snacks