Work Status Details: REGULAR FULL TIME | 80.00 Hours Every Two Weeks
Shift: Days
Pay Rate Type: Annual Salary
Location: Corporate Center
Listed is the base hiring salary range offered for this position. Actual salaries may vary depending on factors, including but not limited to skills and experience. The salary range listed is just one component of the total rewards/compensation package offered to candidates.
Min = $58,608.12
Mid = $73,260.15
Max = $87,912.18

Summary:

• IT Service Desk oversees after-hours technology support operations for Onvida Health. This role ensures timely response to incidents and service requests, provides leadership to overnight support staff, and maintains operational continuity for clinical and business functions. The Supervisor is responsible for escalations, shift coverage, performance monitoring, and documentation during non-business hours.

Responsibilities:
Oversees 3rd shift IT Service Desk operations to ensure 24/7 support continuity. Manages service performance and ticket flow during overnight hours. Ensures all critical incidents and priority requests are triaged, escalated, and resolved per defined procedures.
Provides direct supervision and support to overnight service desk analysts. Assigns tasks, monitors workload, and ensures appropriate staffing levels. Coaches staff in real time to maintain quality, consistency, and professionalism in all user interactions.
Manages high-priority incidents and escalations with urgency and clarity. Serves as the overnight point of contact for critical events impacting clinical or business operations. Coordinates with on-call teams and documents all actions taken for follow-up.
Ensures adherence to ITIL-aligned processes for incident, request, and change support. Validates that ticket categorization, documentation, and closure meet service standards. Promotes consistency in shift-to-shift handoffs through clear communication and notes.
Monitors 3rd shift performance metrics and supports continuous improvement. Tracks KPIs such as first-contact resolution, ticket volume, and response time. Identifies trends and opportunities for training, efficiency, or automation.
Promotes a positive and engaged team culture during overnight operations. Builds morale by recognizing contributions, supporting career development, and ensuring a safe, respectful, and inclusive work environment.
Ensures completion of nightly operational tasks and service desk reporting. Verifies system checks, backups, and daily readiness reports are completed and issues are escalated as needed. Maintains documentation for shift activities and prepares summaries for handoff.
Contributes to the evolution of service desk tools, processes, and playbooks that enable scalable and consistent service management. Models a customer-first mindset and builds trusted, long-term relationships with partners across the enterprise.

MINIMUM REQUIREMENTS

• Associate degree in Information Technology or related field (Bachelor’s preferred)
• (ITIL Foundations or relevant certification preferred)
• 3+ years of experience in IT support or service desk roles;
• 1+ years in a lead or supervisory capacity, preferably in a 24/7 support environmentExperience supporting clinical or healthcare environments is a plus

JOIN US AT YUMA REGIONAL MEDICAL CENTER DBA ONVIDA HEALTH

A career at Onvida Health is more than just a job. It’s a place to have a long and rewarding career, making a difference in the lives of those in our shared community. When you join our team, you become an integral part of a thriving community committed to improving the health and well-being of everyone in southwestern Arizona.
At Onvida Health, we believe in progress with purpose. Our commitment to innovation is matched by our dedication to kindness and integrity. We take our values seriously because we know they lead to better outcomes for our patients and a better experience for all of us. We’re looking for people who approach each day with a sense of possibility, a drive to make things better, and a commitment to kindness. If that sounds like you, you’re our kind of people.
If you’re looking for a career where innovation meets compassion, where you can grow and contribute to building a healthier tomorrow, Onvida Health is the place for you.

Please refer the Job description for details