IT Help Desk & Operations Supervisor

Job Purpose & Position Overview

The Information Technology (IT) Help Desk and Operations Supervisor serves as the operational leader for the IT department, acting as a critical liaison between the IT Manager and IT Technologists. This role oversees daily IT operations, manages IT personnel, coordinates projects, ensures efficient workflow, and promotes collaboration with other hospital departments. The incumbent will gain technical expertise and managerial skills under the guidance of the IT Manager.

Specific Job Duties/Responsibilities:

Leadership and Supervision:

• Demonstrates Winnebago Comprehensive Healthcare System’s (WCHS) core mission, vision, and values.
• Oversees daily operations of IT department, supervising and providing direction to IT Technologists.
• Coordinates work assignments, establishes priorities, and delegates responsibilities effectively.
• Provides regular feedback, coaching, and performance evaluations to IT staff.
• Manages daily operations of the IT help desk.
• Identifies training needs and facilitates ongoing professional development for IT team members.

Technical Operations:

• Collaborates closely with IT Manager to learn, understand, and implement strategic technological initiatives and projects.
• Ensures operational efficiency by managing IT support requests, ensuring timely resolution of technical issues.
• Maintains high-level expertise on systems administration, network operations, cybersecurity protocols, and healthcare-related technologies.
• Provides escalation support, troubleshooting, and resolution assistance as needed.
• Ensures accurate reporting and efficient practices are established and followed.

Administrative Coordination:

• Acts as primary operational liaison with other hospital departments to address IT needs, improve service delivery, and facilitate technology solutions.
• Assists in developing policies, procedures, and documentation to maintain compliance with healthcare regulations (including HIPAA).
• Supports project management activities, including defining scope, setting deadlines, allocating resources, and monitoring progress.
• Produces regular reports on operational status, project updates, and team performance metrics for the IT Manager.

System Management and Compliance:

• Maintains awareness and adherence to healthcare IT compliance regulations.
• Oversees administration of key IT systems including Human Resources Information Systems, Email, financial and accounting software, clinical software interfaces, and biomedical integration.
• Facilitates effective communication regarding system updates, outages, and routine maintenance activities to minimize operational impact.

• Other Duties as Assigned

Required Qualifications/Skills

• Education: Associate’s degree in IT-related field required; Bachelor’s degree preferred.
• Minimum of three (3) years’ experience in healthcare IT, with at least one year in a leadership or supervisory role preferred.
• Proficient understanding of Microsoft Windows systems administration, group policies, account management, and cybersecurity best practices.
• Demonstrated experience managing complex IT projects and operational workflows.
• Strong interpersonal and communication skills to facilitate effective leadership and collaboration across departments.
• Valid driver’s license, insurability, reliable transportation, and ability to travel as needed.
• Availability to occasionally work evenings, weekends, and respond to urgent operational needs.

Supervisory Responsibilities:

• Direct supervision and leadership of IT Technologists.

Physical Requirements:

• Ability to perform normal to light office work, including lifting up to 30 lbs.
• Regularly required to walk, stand, and sit for extended periods, and use hands to operate equipment.
• Frequent verbal and auditory interaction required.

Mental Requirements:

• Strong analytical, reasoning, and problem-solving skills.
• Ability to handle multiple priorities with minimal supervision.

Language Requirements:

• Fluent proficiency in spoken and written English.
• Effective communication and interpersonal skills.

Certificates, Licenses & Registrations: 

• All applicants will comply with 45 CFR 1301, Subpart D, Section 1301.31, C and D, which require all prospective employees to sign a declaration prior to employment regarding all arrests and convictions of child abuse or violent felonies and to comply with PL 101-630 and PL 101-637 regarding criminal records check. 

WCHS is an equal opportunity employer. Employment practices are free of discrimination. As provided by Federal Law, all qualified Native American applicants shall receive preference over Non-Native American applicants. In the absence of qualified Native American applicants, consideration will be given to all other applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, marital status, veteran status, genetic information, disability or any other reason prohibited by law in provision of employment opportunities and benefits.

Please note the position description duties, responsibilities, and activities may change at any time with or without notice.