Endpoint Services Supervisor

At Real Radiology we are on a mission to improve patient outcomes by ensuring our clients and radiologists have the tools, resources, and support they need to succeed. We are a physician‑owned teleradiology company that is committed to seamless operations, innovative technology, and exceptional services.

Be part of a team that’s transforming healthcare through meaningful impact. Here, collaboration, passion, and adaptability drive everything we do!

As an Endpoint Services Supervisor, you’ll lead our Service Desk team while maintaining direct involvement in complex technical troubleshooting, process improvement, and endpoint infrastructure planning. You’ll play a key role in:

• Mentoring and developing Service Desk Analysts
• Owning escalations and supporting overnight shifts when needed
• Driving automation and continuous improvement initiatives
• Designing and enforcing workstation and endpoint standards
• Managing Teams Voice telecom and Level 3 support issues
• Maintaining inventory, asset planning, and on‑call coverage

This position requires onsite presence, located at our Omaha, NE headquarters, is full‑time, and includes participation in a 24x7x365 on‑call rotation.

Leadership & Team Development

• Lead, coach, and mentor a team of Service Desk Analysts
• Oversee training, performance evaluation, and career development
• Serve as the primary escalation point and provide after‑hours support as needed

Operational Oversight

• Ensure service desk coverage meets organizational needs and SLAs
• Analyze and address recurring technical issues with scalable, preventative solutions
• Oversee workload distribution and continuous service improvement efforts

Process Improvement & Planning

• Drive automation and process refinement across endpoint support functions
• Own inventory management and anticipate hardware/software needs based on growth and usage trends
• Define and enforce workstation standards by department

Technical Leadership

• Troubleshoot complex Level 3 support tickets and lead incident investigations
• Maintain knowledge of modern endpoint management tools and scripting (Power Shell required)
• Manage Teams Voice provisioning and related telecom services

Customer‑Focused Culture

• Champion a service‑first culture that prioritizes professionalism, responsiveness, and user satisfaction
• Promote cross‑functional collaboration between IT and business teams

• Deep technical knowledge of Windows 11, macOS, Teams Voice, desktop and mobile device management
• Experience in Power Shell scripting
• Familiarity with infrastructure fundamentals (servers, networking, storage, cloud)
• Experience with ITSM/ITIL frameworks and best practices
• Strong organizational, analytical, and communication skills

• 7–10+ years of experience in IT, including 3–5+ years in a supervisory or leadership role
• CompTIA A+, Microsoft Certified:
  Modern Desktop Administrator Associate, ITIL Foundation, Apple Certified Support Professional, or equivalent

• Comprehensive benefits package, including retirement and profit sharing
• Paid time off and flexibility to support your personal life
• Fuel for your day with company sponsored lunches & snacks