Supervisor I/II, ITS

Job Description

Roles & Responsibilities

About Availity

Availity is a leading healthcare technology company focused on simplifying healthcare administration and solving real-world challenges for healthcare providers, health plans, and patients. Our technology helps reduce complexity so providers can spend less time navigating administrative systems and more time focused on patient care.

About Availity India

Availity India is an important part of Availitys global growth journey. Based in Bengaluru, our India teams partner closely with U.S. and global stakeholders across technology, product, operations, customer support, and corporate functions.

Our India organization is being built with a strong focus on ownership, learning, collaboration, engineering excellence, and meaningful business impact. Associates in India have the opportunity to solve complex problems, contribute to global initiatives, and support products and services that are part of the U.S. healthcare ecosystem.

About the Role

We are looking for a Supervisor, Global IT Service Desk to join our India team. In this role, you will lead a team of Service Desk professionals, oversee global IT support operations, manage escalations, and drive continuous service improvements while collaborating with cross-functional teams to deliver reliable, high-quality support aligned with Availitys business and customer objectives.

Key Responsibilities

Lead the Global IT Service Desk team and ensure timely resolution of incidents, service requests, and escalations.

Monitor Service Desk performance, SLAs, and customer satisfaction metrics to drive operational excellence.

Collaborate with Infrastructure, Security, and Application teams to resolve complex technical issues.

Coach, mentor, and develop Service Desk team members while fostering a customer-first support culture.

Drive continuous improvement through process optimization, knowledge management, and service automation initiatives.

Required Qualifications

Bachelors degree in information technology, Computer Science, or a related field.

5+ years of IT Service Desk or Technical Support experience, including 2+ years in a team leadership or supervisory role.

Strong knowledge of ITIL principles, incident management, service request fulfillment, and customer support best practices.

Experience with ITSM tools such as ServiceNow and managing SLA-driven support environments.

Excellent communication, problem-solving, and stakeholder management skills with the ability to lead and develop high-performing teams.

Preferred Qualifications

ITIL Foundation, ServiceNow, or other relevant IT service management certifications.

Experience supporting global teams in a 24x7 enterprise IT environment.

Knowledge of endpoint management, identity and access management, and cloud-based technologies.

Experience driving process automation and continuous service improvement initiatives.

Strong analytical skills with experience using Service Desk metrics and reporting to improve operational performance.

Why Join Availity India

Meaningful impact: Work on solutions that help simplify healthcare administration and support better provider and patient experiences.

Global exposure: Partner with U.S. teams and leaders while contributing from India to global business priorities.

Learning and growth: Be part of a culture that values continuous learning, mentoring, knowledge sharing, and career development.

Flexible work experience: Work in a way that supports productivity, collaboration, and team needs across remote, hybrid, and office-based models.

Holistic rewards: Benefit from competitive compensation, health and insurance benefits, paid time off, company holidays, leave benefits, Employee Assistance Program support, and learning programs.

Inclusive workplace: Join a casual, collaborative, and inclusive environment where associates are encouraged to bring ideas forward.

Office experience: For office-based associates, Availity India provides amenities such as coffee and tea, subsidized meals, recreation areas, and eligible night-shift transportation support.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.