Recognized for Excellence. Chosen for Caring.
Human Resources: 700 Lawn Avenue, Sellersville, PA 18960  |  215-453-4874
IT Customer Service Supervisor
Information Systems Technical Services
Full Time, 8:30am-5pm, Monday-Friday
Sellersville, PA 18960


The IT Customer Service Supervisor has supervisory responsibility for tier 1 IT support: incident management, service requests, configuration requests, problem management and requests for information.

Essential Functions:
  • Provide tier 1 IT support for end-user technical and service issues.
  • Establish and enforce Help Desk service-level agreements in consultation with end users to establish problem resolution expectations and time frames.
  • Create visibility to ticket assignments and escalations, providing follow-up to meet service-level expectations.
  • Coordinate and/or perform hands-on fixes at the desktop level, including installation and upgrade of software, installing hardware, implement file back-ups and configuring systems and applications.
  • Participation with maintaining inventory of hardware, software and support assets.
  • Experience working with multitiered ticket handling/resolution systems.
  • Continue to improve Help Desk software to ensure best use of system.
  • Ensure department provides customer service that is timely and accurate on a daily basis. Develop reports and measurable KPIs on Help Desk productivity.
  • Provide training and guidance for recommended best practices for using and supporting Microsoft 365 applications.
  • All IT Service Desk functions, including IT hardware and software asset management and lifecycle plans, new PC builds, support contracts, new employee orientation and all mobile device management.
  • Will work with systems/network administrators for quick resolution of more in-depth requests.
  • Ability to perform all essential job functions with or without reasonable accommodation.
  • Perform all other duties as assigned.


  • High school diploma/GED required.
  • Bachelor's degree in Computer Science or related fireld required or 4 years of experience in a similar role and related certification (such as Microsoft, Cisco or Comp TIA) may be substituted in lieu of a Bachelor's degree.
  • Over 3 to 5 years of experience in an IT role acting in a lead capacity overseeing projects and deployment.

  • Experience with IT service management process and tools for managing incidents, service requests and configuration changes.
  • Proven track record of developing and providing service-level agreements and Help Desk deliverables.
  • Strong knowledge of Microsoft Office 365 applications and services.
  • Networking experience, including a demonstrated understanding of VPN, LAN, WAN and wireless.
  • Understanding of ticketing systems.
  • Build relationships and manage conflicts.
  • Strong analytical problem-solving skills.
  • Strong interpersonal and technical skills.
  • High level of ambition and motivation for success and be solutions-oriented, results-driven and self-starter.
  • Must have regular and punctual attendance.

  • Medical, free dental, vision insurance for full time and part time
  • 403B
  • Pension plan
  • On-site discounted child care center
  • Tuition reimbursement up to $5250 per year
  • Free life insurance
  • Free parking
  • Paid time off
  • Sick time
  • Flexible spending accounts
Grand View Health is an equal opportunity employer.
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