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Fallon Health IT Service Desk Supervisor - Help take us Next Level! - Great Role in Growing Health Org.! in Worcester, Massachusetts


This role will have some remote flexibility but it is mostly an on-site, most days type of position.

The Opportunity:

Fallon Health is growing, our technology needs are evolving and we find ourselves in need of a strong IT Service/Help Desk expert to help take our opertation to the next level. You will report directly to our Manager of Enterprise Technology services who is a great manager and respected collegue. We are looking to invest much more in IT over the next few years and you will be on the forefront of helping Fallon IT Services become a more robust and best in class function.

About Fallon Health

Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is accredited by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit fallonhealth.org.

Brief Summary of purpose:

The Service Desk Supervisor coordinates the efficient and effective operations of the Service Desk for Fallon Health, including work direction and supervision of Service Desk Specialists and coordination with other departments and information technology staff. This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all Service Desk support procedures and system documentation; and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to management. The Service Desk Supervisor develops regular reports on Service Desk contacts, ensures that service levels are met, identifies trends and makes recommendations for service improvements and provides recommendations to management for service growth and/or improvement.


  • Manage the performance of Level 1 and Level 2 services & support to end users and ensure that service levels are achieved

  • Oversee service requests, incidents and problems

  • Manages and coordinates urgent and complicated support issues

  • Act as escalation point for all requests and incidents

  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization

  • Determine root cause of issues and communicate appropriately to customers

  • Train, coach and mentor Service Desk Specialists (Level 1 / 2) and PC Technicians including career development

  • Develop and document training material for support staff and end users

  • Develop and report on KPI’s and trends weekly, monthly and as needed

  • Drive ticket resolution and develop strategies for improvement

  • Work to make Service Desk the single source of truth and service delivery channel for IT.

  • Monitor and manage phone queue

  • Manage process for communicating outage/emergency activities to the organization.

  • Review survey feedback to improve services, tools and support experience

  • Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved

  • Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.

  • Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations



  • Bachelor’s degree in the field of Computer Science, Information Science or Business Management or equivalent work experience.


  • Microsoft Certified Solutions Associate (MCSA) and/or ITIL Foundations certifications preferred but not required.

  • The following are desired, but not required: A Microsoft Certified Technology Specialist (MCTS) certification, CompTIA A+ or CompTIA Network+ certification, knowledge of virtual server environments (VMWare and MicrosoftHyper-V), eClinicalWorks.


  • Must possess a minimum of five years general IT Help Desk and/or Desktop Support experience in a networked business environment, with at least two years in a supervisory role.

  • Must have a working knowledge of desktop and client-server software and applications including but not limited to: MS Windows 7/10, MS Office 2016, 365, MS Active Directory, MS Azure, Adobe Acrobat, thin-client technology, mobile device management, audio-visual support (projectors, TVs, and laptops). A strong understanding of IT Service Management concepts such as ITIL, Proven project and program leadership experience. Strong Verbal and written communication skills.

Resources used in performing role :

Active Directory, ADManager. Office 365, SCCM, MS Intune, MS Security Center, ChangeGear, VM Horizon View, RSA and various application access control modules.

Fallon Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


Location US-MA-Worcester

Posted Date 1 month ago (4/8/2021 9:59 AM)

Job ID 6312

# Positions 1

Category Information Technology