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Full-time
high school, professional certificate
Medical insurance, Dental insurance, Vision insurance, Employee assistance program, Employer-paid and voluntary life insurance, Disability insurance
Posted 12d ago
~40 hrs/week
Responsibilities
The Service Desk Team Lead oversees daily operations and supervises a team of technicians to ensure timely resolution of technical issues. The role focuses on monitoring performance metrics, managing SLAs, and driving continuous service improvement through process and tool enhancements.
Requirements
Candidates must have a high school diploma and at least three years of IT support experience, including one year in a supervisory role. Proficiency in ITIL processes and experience with ticketing systems like ServiceNow or Jira are required.
Full job description
Position: Service Desk Team Lead
The Service Desk Team Lead is responsible for overseeing the daily operations of the Service Desk, ensuring timely and effective resolution of technical issues, and providing exceptional customer support. This role combines leadership, process management, and hands-on technical expertise to drive service excellence and continuous improvement.
Responsibilities
Supervise, mentor, and support a team of Service Desk Technicians.
Manage scheduling, workload distribution, and performance evaluations.
Foster a collaborative, customer-focused team culture.
Provide training, guidance, and development opportunities.
Leads the logging, assignment, and resolution of service requests and incidents.
Monitor compliance with SLAs and escalate issues as needed.
Act as the primary escalation point for complex or urgent technical problems.
Ensure consistent and accurate documentation of incidents and solutions.
Monitor service desk performance metrics (response/resolution times, backlog, CSAT).
Identify recurring issues and work with IT teams on root cause resolution.
Develop and maintain knowledge base articles and self-service resources.
In collaboration with the IT Service Desk Manager, develop and implement processes and tool improvements to enhance service delivery.
Serve as the point of contact for escalated user concerns and service issues.
Communicate effectively with business stakeholders regarding outages, incidents, and updates.
Build strong relationships with IT and business units to align service desk operations with organizational needs.
Position Requirements
High school diploma or GED required.
Knowledge of ITIL processes (Incident, Problem, and Change Management).
Hands-on experience with service desk/ticketing systems (e.g., Fresh Service, ServiceNow, Jira, Zendesk).
Evidence of leadership, communication, and conflict-resolution skills.
Ability to analyze metrics and drive performance improvements.
Minimum of three (3) years of IT support experience, with at least one (1) year in a supervisory or lead role.
A+ or ITIL Foundation certification preferred.
Experience leading a team of 3-6 people in a service or help desk environment preferred.
Technical background with knowledge of Windows, macOS, Azure, Active Directory, Office 365, and networking basics preferred.
Inventory and asset management experience preferred.
Benefits
Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources
Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts
About Monogram Health
Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.
Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.
Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.
Related keywords
Service DeskITILIncident ManagementProblem ManagementChange ManagementFresh ServiceServiceNowJiraZendeskSLACSATKnowledge BaseWindowsMacOSAzureActive Directory
A leading multispecialty provider of in-home, evidence-based treatment for patients with multiple chronic conditions
Industry
Hospitals and Health Care
Company size
1,001-5,000 employees
Founded
2019
Headquarters
Brentwood, Tennessee
LinkedIn followers
25,954
Total funding
$555M
Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.
Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.
Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum. Based in Nashville, Tennessee, Monogram Health operates in 37 states and is privately held by Frist Cressey Ventures, Norwest Venture Partners, TPG Capital, and other leading strategic and financial investors.
Offices: 5410 Maryland Way, Suite 400, Brentwood, Tennessee 37027, US · 60 E Rio Salado Pkwy, Suite 300, Tempe, AZ 85281, US
Medicare AdvantageValue Based HealthIn-home CarePulmonologyCardiology Palliative CareEnd of Life CareEndocrinologyPharmacistsMultispecialty Provider
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