Supervisor - IT Service Desk

Why ThedaCare?  

Living A Life Inspired!

Our new vision at ThedaCare is bold, ambitious, and ignited by a shared passion to provide outstanding care. We are inspired to reinvent health care by becoming a proactive partner in health, enriching the lives of all and creating value in everything we do. Each of us are called to take action in delivering higher standards of care, lower costs and a healthier future for our patients, our families, our communities and our world. 

At ThedaCare, our team members are empowered to be the catalyst of change through our values of compassion, excellence, leadership, innovation, and agility.  A career means much more than excellent compensation and benefits. Our team members are supported by continued opportunities for learning and development, accessible and transparent leadership, and a commitment to work/life balance. If you’re interested in joining a health care system that is changing the face of care and well-being in our community, we encourage you to explore a future with ThedaCare.

Benefits, with a whole-person approach to wellness –

• Lifestyle Engagement
  • e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support  

• Access & Affordability
  • e.g. minimal or zero copays, team member cost sharing premiums, daycare

About ThedaCare!

Summary :

This role provides overall leadership and operational oversight of the Service Desk team, ensuring employees are effectively recruited, onboarded, trained, developed, and supported to deliver exceptional customer service. The position is responsible for setting clear performance expectations, monitoring individual and team results, coaching staff for continuous improvement, and fostering a culture of accountability, collaboration, and professional growth. Through ongoing mentoring, performance management, and employee engagement efforts, the role works to build a high-performing team that consistently meets organizational goals and service expectations.
In addition, the role is responsible for managing Service Desk operations through process improvement, project coordination, resource planning, budget support, and change management. This includes developing and maintaining procedures, monitoring service metrics, ensuring staffing and resources are aligned to operational demands, and partnering with leaders, customers, vendors, and IT teams to achieve strategic objectives. The position also supports long-range planning efforts, communicates organizational and technical changes to staff, and promotes an environment of trust, strong communication, and continuous service excellence across the organization.

Job Description:

JOB RESPONSIBILITIES:

• Lead and oversee daily Service Desk operations, ensuring the delivery of high-quality, customer-focused IT support services.
• Recruit, onboard, train, coach, and develop team members to build a skilled, engaged, and high-performing workforce.
• Establish performance expectations, service standards, and operational goals; monitor results and drive accountability.
• Conduct performance evaluations, provide ongoing feedback, and manage employee development and corrective action processes as needed.
• Plan, prioritize, assign, and evaluate team workloads, operational activities, and project-related tasks to ensure efficient service delivery.
• Develop, implement, and continuously improve Service Desk processes, procedures, workflows, and communication practices.
• Monitor service metrics, customer satisfaction, productivity, and operational performance, implementing improvements to achieve service targets.
• Collaborate with IT leadership, business partners, vendors, and cross-functional teams to support organizational initiatives and resolve issues.
• Assist with budget planning, resource management, staffing strategies, and project resource allocation to support operational objectives.
• Ensure effective change management by keeping the Service Desk informed of system, application, and infrastructure changes through participation in Change Review Board (CRB) activities and organizational communications.
• Perform other duties as assigned, including actively supporting and participating in day-to-day Service Desk operations as needed to meet business and customer service needs.

QUALIFICATIONS:

Experience:  Three to five years of experience in service desk support or relevant technical administration experience, preferable in a hospital or healthcare setting is required. Experience should include a minimum of two years of experience in a senior technical position supporting infrastructure and services and in a customer service role with high customer satisfaction goals.

EDUCATION PREFERRED: Bachelor’s Degree is preferred.

QUALITIES:

• Ability to support, advance and live our mission and evidence of such:
  • Mission – Our reason for Being - To advance the health of our communities through excellence and discovery, inspiring each person to live their unique best life
• Ability to support, advance and work toward our vision and evidence of such.
  • Vision - Who we Aspire to be - To be your trusted partner, transforming health care for everyone every day
• Commitment to and evidence of demonstrating our guiding principles.

Scheduled Weekly Hours:

40

Scheduled FTE:

1

Location:

Corporate - 222 Building - Appleton,Wisconsin

Overtime Exempt:

Yes

Worker Shift Details:

Days