IT Service Desk Lead

DEPARTMENT: Information Technology (IT)

ROLE TYPE: Full-time, exempt

JOB OVERVIEW:

The IT Service Desk Lead is a senior role in the IT Systems Support group. This role, positioned between IT management and service desk staff, is responsible for supporting and mentoring Service Desk Technicians in their downline. This role is also responsible for supporting IT management in the comprehensive support of PHMC systems. This includes research relating to new support and customer service methods and technologies in support of IT systems and PHMC users in general. Beyond the new research, the successful candidate will utilize established service desk software to track and solve widespread technical concerns raised by PHMC’s business units and to organize the workload. The candidate must have the ability to communicate effectively with team members and management in general and with direct regard to the progress of assignments, project task timelines, issues, and contingencies.

SUPERVISION: This position reports to the IT Service Desk Manager and ultimately the Managing Director of Information Technology.

WORK SCHEDULE & LOCATION: Typical work hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. This position may be required to work some evenings and Saturdays during peak periods. Work is primarily performed at 1500 Market Street, Philadelphia, PA.

RESPONSIBILITIES:

• Establish and implement training protocols for all service desk-supported PHMC technologies.
• Ensure all team resources follow change management procedures.
• Participate in system reviews, analysis, and other process functions as required by management.
• Perform support functions according to change management processes and procedures.
• Set support criteria and metrics to support management of the service desk workflow and performance management.
• Work with project teams, application and network support specialists, and the user community to confirm that system functionality is operating efficiently and consistently.
• Work with management to develop and maintain standard operating procedures (SOP) and service level agreements (SLA) with basic delivery estimates for common support tasks.
• Be responsible for the service desk team’s service delivery in accordance with established SOPs and SLAs.
• Communicate status through the support cycle, reporting to the manager.
• Periodically track the progress and quality of support work performed by service desk resources in the service desk ticketing application and other available tools.
• Drive accountability for all time and work efforts entered into the service desk application.
• Communicate ideas for improving department processes with a positive and constructive attitude while working to develop this attitude in others.
• Keep IT management and others informed about work efforts and challenges that may affect business relations.
• Perform other related duties as required by management.

SKILLS:

• Clear understanding of hardware, software, and application error handling
• Excellent organizational skills, strong attention to detail, and highly accurate work
• Excellent communication skills

QUALIFICATIONS:

• Five to eight years of professional IT help desk or customer support experience required
• Preferred: Bachelor’s degree in a technology major from an accredited institution of higher learning
• Preferred: IT-related certifications, especially ITIL

PHMC is an Equal Opportunity and E-Verify Employer.