IT Service Desk Supervisor

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

The IT Service Desk Supervisor leads our first line IT Service Desk team, ensuring customer service is our priority. The supervisor selects, develops, and evaluates staff to meet business objectives, implements support plans based on business and IT priorities, and consistently monitors team performance. You will contribute positively to our customer service, incident and request service levels agreements while advancing support operations. By joining our team, you will work in a dynamic, fast-paced environment with an opportunity to impact our company’s future.

• Develop and manage schedules, performance requirements, and training plans.
• Act as an escalation contact for team, IT leadership, and business partners.
• Lead both onsite and remote team members and conduct regular one-on-one and team meetings.
• Continuously assess and lead initiatives to improve support workflows and develop call prevention strategies.
• Represent our support teams at meetings, change management or other interactions with business or IT leadership.
• Proactively arrange staff training and awareness regarding new technology, changes, or projects to maintain skillset of team members and prepare them for impact.
• Assist the Service Desk team in providing first-line support during high workloads or when additional expertise is needed.
• Work with other departments to review support processes, projects, workflows, and issue escalation to meet our customers’ needs.
• Complete administrative tasks such as reporting, training, KB documentation, creating or updating polices, budget reviews and other tasks requiring accuracy and focus.
• Monitor and audit compliance with call quality and tasks related to our IT General controls.

• ​​A four-year degree with at least 3 years of relevant technical experience or high school diploma with 7 years of relevant technical experience.
• A minimum of 2 years’ experience in an IT Supervisor or Team Lead Support role which includes direct responsibilities with performance management, development, training, and coaching.
• Preferred experience includes working in healthcare within a diverse technology environment.
• Understanding and experience working with IT Audit and Control frameworks.
• Knowledge and experience working with IT Service Management technology (preferably ServiceNow), ITIL framework, and contact center tools.
• Ability to travel to other Hanger sites periodically.

• Exhibit strong communication and organizational skills, coupled with leading self and others with motivation, commitment, and integrity.
• Comfortable serving as a backup for support team leadership.
• Identify priority issues and escalate them with effective communication while working well under pressure.
• Ability to handle setbacks, changes, or issues with professional maturity.
• Consistently demonstrate conflict resolution and empathy in daily tasks.
• Establish and maintain collaborative working relationships with others.
• Act with integrity, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes and calibrate work processes for outstanding results.

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

#ERF-HRC