Technical Services Supervisor

Technical Services Supervisor

About Us

Welcome to MedPro Healthcare Staffing, an award-winning agency based in sunny South Florida. We specialize in connecting healthcare facilities with exceptional professionals for temporary positions nationwide, managing recruitment, payroll, and benefits for a seamless customer experience.

About the Job

The Technical Services Supervisor is responsible for overseeing daily service desk operations and providing hands-on technical support to MedPro employees. This position supervises the Technical Services team, monitors support cases and service levels, coordinates employee onboarding and offboarding, and oversees the deployment and maintenance of employee technology.

The ideal candidate is a service-oriented, hands-on leader with strong technical troubleshooting, communication, organization, and team-development skills. The individual must demonstrate patience, professionalism, a positive customer-focused attitude, and the ability to work effectively in a collaborative team environment.

This position works closely with the Senior Technical Director of SureStaff and Infrastructure and coordinates with MedPro’s managed service provider to escalate infrastructure, network, and security-related issues.

What You’ll Do

• Supervise daily service desk operations and provide hands-on technical support and escalation assistance as needed.
• Assign, prioritize, and monitor support cases to ensure issues are resolved accurately, professionally, and within established service-level expectations.
• Coach, train, mentor, and provide daily direction to Technical Services team members.
• Conduct regular team meetings, one-on-one coaching sessions, and technical knowledge-sharing activities.
• Ensure appropriate team coverage and cross-training for critical support responsibilities.
• Provide operational support and backup to the Senior Technical Director of SureStaff and Infrastructure.
• Coordinate technology onboarding, employee role changes, and termination activities for employees and contractors.
• Ensure computers, applications, phones, accounts, and required system access are provisioned accurately and on schedule.
• Create and maintain user accounts, computers, security groups, and standard permissions within Microsoft Entra ID, Active Directory, Microsoft 365, and other business systems.
• Ensure employee access is provisioned according to approved requests, job responsibilities, and company procedures.
• Install, configure, test, deploy, maintain, and troubleshoot laptops, desktops, printers, phones, peripherals, and approved software.
• Perform routine computer hardware and software upgrades and coordinate more complex activities with the appropriate internal or external resources.
• Oversee computer setup and deployment using established hardware standards, configurations, and approved software.
• Maintain accurate inventory records for computers, mobile devices, peripherals, software licenses, warranties, and equipment assignments.
• Coordinate workstation replacements and equipment refreshes based on approved standards and business needs.
• Diagnose and resolve hardware, software, application, identity, connectivity, printing, and basic network issues.
• Support Microsoft Windows, Microsoft 365, Microsoft Entra ID, Active Directory, and other approved business applications.
• Provision and support desk phones, softphones, mobile devices, and other communication tools.
• Maintain the IT case management system within Salesforce and ensure cases contain complete, accurate, and timely documentation.
• Monitor service desk key performance indicators, including case volume, response time, resolution time, customer satisfaction, backlog, and case aging.
• Follow up on outstanding support requests and communicate timely status updates to employees and department leaders.
• Identify recurring issues and recommend documentation, training, or process improvements.
• Maintain technical procedures, support documentation, knowledge articles, inventory records, and employee training materials.
• Train employees on the basic, appropriate, and secure use of company technology.
• Coordinate infrastructure, network, and system-related support requests with MedPro’s managed service provider and other technology vendors.
• Open, monitor, escalate, and follow up on vendor support requests to support timely resolution.
• Support established cybersecurity procedures, including multifactor authentication, endpoint protection, patching, access controls, and approved software requirements.
• Escalate suspected security incidents, unauthorized access, and policy violations to the appropriate internal or external resource.
• Assist with approved vulnerability remediation, device patching, and endpoint-security activities.
• Assist with business continuity procedures by supporting employee technology preparedness and equipment availability.
• Participate in approved infrastructure projects, system upgrades, migrations, and technology implementations as assigned.
• Ensure Technical Services employees comply with established policies, standards, and procedures.
• Maintain current knowledge of relevant systems and technologies through training, professional development, and educational programs.
• Build effective working relationships with employees, department leaders, vendors, and other technology partners.
• Perform other related duties and projects as required and assigned.

Required Qualifications

• Minimum of five years of progressive experience in service desk, desktop support, or IT technical support.
• Minimum of one years of experience supervising, leading, or mentoring technical support employees.
• Associate degree in information technology, computer science, information systems, or a related field, or equivalent professional experience.
• Experience supporting Microsoft Windows operating systems, Microsoft 365, Microsoft Entra ID, and Active Directory.
• Experience with employee onboarding and offboarding, user-access provisioning, endpoint deployment, and equipment inventory management.
• Ability to diagnose and resolve computer hardware, software, application, identity, and basic network issues.
• Working knowledge of TCP/IP, DNS, DHCP, VPNs, wireless networks, routers, switches, and firewalls.
• Experience working with managed service providers and third-party technology vendors.
• General understanding of cybersecurity practices, including multifactor authentication, endpoint protection, least-privilege access, patching, and incident escalation.
• Experience monitoring support cases, service levels, operational metrics, and customer satisfaction.
• Strong leadership, coaching, customer service, communication, organizational, and problem-solving skills.
• Ability to communicate effectively with technical and nontechnical employees at all levels of the organization.
• Ability to manage multiple priorities while remaining calm, professional, and customer-focused when addressing urgent issues.
• Ability to lift and move equipment weighing up to 35 pounds.

Preferred qualifications include:

• Experience using Salesforce for IT case management.
• Experience supporting VoIP or unified communications platforms.
• Microsoft, CompTIA, ITIL, or other relevant technical certifications.

What We’re Looking For

• A highly organized professional who can effectively prioritize and manage service desk cases.
• Strong attention to detail and a commitment to maintaining complete and accurate case documentation.
• A hands-on leader who is comfortable assisting with technical troubleshooting and escalated support issues.
• Strong communication, analytical, customer service, and problem-solving skills.
• The persistence and resourcefulness to work through roadblocks and bring issues to resolution.
• Strong multitasking and time-management abilities in a fast-paced environment.
• A collaborative leader who can coach employees, encourage accountability, and build positive working relationships.
• A proactive mindset focused on identifying recurring issues and improving service delivery.

Compensation

• $70k-$80k +15% Bonus
• Weekly Pay
• Weekly Company-Wide Raffles based on production

Perks of the Job

• Established opportunities for Career Advancement
• Generous PTO Schedule
• Paid Federal, Floating, and Personal Holidays
• Medical, Vision, and Dental Insurance
• 401K + Matching
• FREE Personal Trainer-led Boot Camp twice weekly
• Quarterly Wellness Days, including healthy meals and chair massages
• Team Outings, including professional sporting events, picnics, and beach days!
• 4-night company-paid vacation to celebrate the holiday season and recognize the year’s accomplishments.

Awards & Recognition

• Sun Sentinel Top Workplace
• SIA, Best Staffing Firms to Work For
• SIA, Fastest Growing Staffing Firm
• SIA, Largest Staffing Firms in the U.S.