Cardinal Health

Supervisor, IT Service Center

Cardinal Health • $67K — $111K *
US-AnywhereRemote in Ohio, US
Information Technology
Less than 5 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business Administration, IT/Computer Science, Communications preferred
  • Minimum 2 years of supervisory experience preferred
  • Strong knowledge of workforce management best practices preferred
  • Expertise in contact center performance management practices and metrics
  • Proven project execution skills preferred
  • Exceptional verbal and written communication skills
  • Familiarity with call management software, preferably Verint/Genesys
  • Proficient in reporting tools like Microsoft Excel and Tableau

Responsibilities

  • Monitor call queue statistics and report issues to leadership
  • Manage long-term forecasting for adequate staffing
  • Provide operational metric reports and call forecasts to senior leadership
  • Lead projects related to operational metrics, telecom, and staffing
  • Oversee execution of goals and strategies across multiple areas
  • Track department attendance and staff activities
  • Foster a culture of continuous improvement within the team
  • Prioritize workload and resolve issues in a timely manner

Benefits

  • Medical, dental, and vision coverage
  • Paid time off plan
  • Health savings account (HSA)
  • 401k savings plan
  • Access to wages before pay day with myFlexPay
  • Flexible spending accounts (FSAs)
  • Short- and long-term disability coverage
  • Work-Life resources
  • Paid parental leave
  • Healthy lifestyle programs
Full Job Description
IT Service Center is responsible for resolving customer/client technical problems and responding to questions in accordance with service level objectives, processes, and procedures. Serves as liaison between client and IT to resolve business issues related to technologies. This is a multi-faceted role that will oversee IT Service Center Support, Reporting, Knowledge Engineering and Project Management.
  • Answers questions regarding system procedures, online transactions, systems status, and downtime procedures.
  • Serves as a liaison between customer/client and IT to resolve business issues related to technologies.
  • Supervises team of Business Advisors, Knowledge Advisor and Data Analyst.
  • Collaborates with network services, software systems engineering and/or applications development to implement new technology, restore service and/or identify problems.
  • Collaborate with CHIP/call center counterparts as needed to ensure unity of effort and alignment on key processes
  • Develop use cases that support continued investment in automation (AI, ML, RPA) and partner with internal and external partners on same
  • Maintains a troubleshooting tracking log ensuring timely resolution of problems and impact to customers and clients.
  • Monitor frontline day-to-day activity to ensure SLAs are met.
  • Manages client escalations with the tier teams; acts as the department On-Call contact for systemic issues and outages.


Responsibilities:
  • Monitor call queue statistics (calls-in-queue, speed-to-answer, talk time, etc.) and inform leadership of any issues.
  • Manages WFM long term forecasting to ensure adequate IT Service Center staffing.
  • Provide operational metric reports and call forecasts to senior leadership.
  • Active participation/leadership in projects related to operational metrics, telecom, reporting, and staffing.
  • Develop and oversee execution of goals and strategy for all areas: Reporting, Call Center Support, Knowledge, and Project Management.
  • Maintain departmental attendance and active staff tracking procedures.
  • Create a culture of continuous improvement in all areas: Reporting, Call Center Support, Knowledge, and Project Management.
  • Prioritize workload and provide timely follow-up and resolution.
  • Maintain and secure confidential information


Qualifications:
  • Bachelor's degree in Business Administration, IT/Computer Science, Communications, preferred
  • Minimum 2 years of supervisory experience, preferred
  • Strong knowledge of workforce management best practices, preferred
  • Strong knowledge of contact center performance management practices, metrics, and reporting, preferred
  • Demonstrate organizational skills, analytical skills and attention to detail, preferred
  • Strong project execution skills, preferred
  • Critical decision-making capabilities, preferred
  • Possess strong verbal and written communication skills, preferred
  • Familiarity with real-time call management software, preferably Verint/Genesys technology, preferred
  • Familiarity with IT Service Management software, preferably ServiceNow, preferred
  • Proficiency with Microsoft Excel, Tableau, and other reporting tools, preferred
  • Work effectively in a fast-paced, self-directed team-based environment, preferred
  • Innovative in respect to operational improvement processes, preferred
  • Display accuracy, timeliness, and professionalism in all activities.
  • Familiarity with project management, best practices and technical writing, preferred
  • Ability to think futuristically and strategize roadmaps, preferred


What is expected of you and others at this level
  • Coordinates and supervises the daily activities of operations or business staff
  • Administers and exercises policies and procedures
  • Ensures employees operate within guidelines
  • Decisions have a direct impact to work unit operations and customers
  • Frequently interacts with subordinates, customers, and peer groups at various management levels
  • Interactions normally involve information exchange and basic problem resolution


Anticipated salary range: $67,500.00 - $111,710.00

Bonus eligible: No

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
  • Medical, dental and vision coverage
  • Paid time off plan
  • Health savings account (HSA)
  • 401k savings plan
  • Access to wages before pay day with myFlexPay
  • Flexible spending accounts (FSAs)
  • Short- and long-term disability coverage
  • Work-Life resources
  • Paid parental leave
  • Healthy lifestyle programs


Application window anticipated to close: 7/18/2026 *if interested in opportunity, please submit application as soon as possible.

About Cardinal Health

Cordis Corporation, a Johnson & Johnson company, has pioneered less invasive treatments for vascular disease. Technological innovation and a deep understanding of the medical marketplace and the needs of patients have made Cordis the world's leading developer and manufacturer of breakthrough stents, catheters and guidewires for interventional medicine, minimally invasive computer-based imaging, and electrophysiology.

Cardinal Health Careers

Joining Cardinal Health means becoming part of a team committed to pushing the boundaries of healthcare innovation and leadership. As a global leader in healthcare services and products, we offer unparalleled job opportunities designed to empower your career growth. Work You’ll Do At Cardinal Health, we are dedicated to creating an environment where professionals can thrive through diverse training and robust career development. We believe in fostering a culture that values diversity and drives innovation. Lead in a Dynamic Field Take a leading role in the healthcare industry with Cardinal Health. Our team is at the forefront of developing solutions that improve patient care and reduce costs. With positions ranging from logistics and operations to advanced analytics and pharmaceutical development, your work will directly impact lives around the world. Join Our Inclusive Team Be part of a culture that celebrates diversity and is committed to creating an inclusive environment for all employees. At Cardinal Health, we understand that unique perspectives lead to innovative ideas and better decision-making. Innovate with Us Our commitment to innovation is fundamental. Cardinal Health is a place where you can work with cutting-edge technology and collaborate with industry experts to deliver solutions that make healthcare safer and more effective. Grow Your Career Cardinal Health supports your professional growth with comprehensive benefits, continuous learning opportunities, and a clear path to advancement. From leadership programs to internships, we provide the tools to build your skills and advance your career. Explore Job Opportunities Whether you’re looking for an internship, a full-time position, or a leadership role, Cardinal Health offers a range of employment options to help you meet your career goals. Our hiring process is designed to match your skills and interests with the right opportunities within our company. Stay Connected Join Our Team Search for open positions that align with your skills and interests. We are always looking for passionate, curious, and solution-driven team players. Keep Up to Date Stay informed with career tips, insider perspectives, and industry-leading insights—all from the people who work here. Networking and Professional Development Enhance your career with our networking events, professional development sessions, and comprehensive benefits designed to boost your career journey. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Cardinal Health. Join Cardinal Health today and be part of a team that’s dedicated to improving the future of healthcare. Explore our careers page to find out how you can contribute to our mission and advance your professional journey.
Learn more about Cardinal Health
Size
47,300 employees
Market Cap
$20.8 billion
Industry
Healthcare
Net Income
$1.3 billion
Founded
1971
5 Year Trend
+6.9%
Revenue
$156.4 billion
NASDAQ
CAH
* Ladders Estimates

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