Job Description:
The Service Desk Team Lead is responsible for the day-to-day leadership and operation of the Service Desk, serving as the primary point of contact for hospital staff and physicians requiring IT support. This role ensures the delivery of high-quality, timely, and customer-focused technical support across a broad range of clinical and administrative systems, devices, and applications.
The Team Lead provides hands-on support while overseeing service desk activities, including incident and request management, ticket flow, and adherence to service level agreements. Working within an ITIL-aligned framework, the role is accountable for ensuring issues are accurately logged, prioritized, and resolved efficiently, with escalation to specialized teams as required. A strong focus is placed on first contact resolution, service excellence, and minimizing disruption to clinical operations.
In addition to operational support, the Service Desk Team Lead is responsible for coaching and mentoring team members, monitoring performance metrics, and driving continuous improvement in processes and service delivery. The role collaborates closely with internal IT teams, vendors, and clinical stakeholders to support system reliability, user satisfaction, and the effective use of technology across the organization.
The position requires a balance of technical expertise, leadership capability, and strong communication skills to effectively support a fast-paced healthcare environment where responsiveness and reliability are critical.
Education:
- Minimum 3 year College/University diploma or degree in a relevant field
- ITIL Foundation Certification (or higher), with strong understanding of IT service management principles preferred.
Experience:
- Minimum 3 years of experience in an IT service desk or technical support role within a medium sized enterprise organization.
- 1-2 years' experience in a supervisory or team lead capacity, including coaching, scheduling, and performance management.
- Experience working within an ITIL-aligned service management framework (incident, request, problem, and change management).
- Proven ability to manage service desk operations, including ticket queues, SLAs, and service performance metrics.
- Experience supporting clinical or healthcare environments considered a strong asset.
- Familiarity with healthcare applications (e.g., HIS/EMR systems such as MEDITECH) is an asset.
- Experience supporting large, complex, multi-site organizations is preferred.
- Strong customer service orientation with the ability to handle high-pressure, time-sensitive support issues.
- Experience with service management tools (e.g., HaloITSM, or equivalent).
Competencies:
- Strong technical proficiency in end-user computing, including desktops, laptops, mobile devices, and peripheral hardware
- Advanced troubleshooting, analytical thinking, and problem-solving skills in a fast-paced environment
- Ability to quickly learn and support a wide range of applications, systems, and healthcare technologies
- Demonstrated ability to prioritize and manage multiple tasks, including high-priority clinical incidents, with frequent interruptions
- Strong understanding of IT infrastructure fundamentals, including networking, Active Directory, and access management
- Experience supporting enterprise environments, including Microsoft 365, Exchange, Citrix, and virtualized platforms
- Working knowledge of file system permissions, identity and access management, and security best practices
- Ability to collaborate effectively with vendors and internal technical teams to resolve complex issues
- Excellent verbal and written communication skills, with the ability to translate technical issues into clear, user-friendly language
- Strong customer service orientation with a focus on responsiveness, empathy, and user satisfaction
- Experience using IT service management tools and adhering to ITIL-based processes
- Ability to lead by example, support team members, and contribute to a positive, accountable team environment
- Adaptability to evolving technologies, workflows, and organizational priorities
- Strong organizational skills and attention to detail in documentation, ticket management, and follow-through
- Ability to work both independently and collaboratively within a team-based environment
Service Desk Operations & Support
- Oversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of incidents and service requests
- Monitor ticket queues, prioritize work, and ensure adherence to service level agreements (SLAs)
- Provide hands-on technical support for complex or escalated issues when required
- Ensure accurate documentation, categorization, and tracking of all incidents and requests within the ITSM tool
- Drive a focus on first contact resolution and continuous service improvement
Team Leadership & Development
- Provide leadership, guidance, and day-to-day supervision of Service Desk staff
- Support staff scheduling, workload balancing, and coverage planning, including after-hours considerations where applicable
- Coach, mentor, and support team members to enhance technical skills and customer service excellence
- Contribute to performance management, including goal setting, feedback, and development planning
- Foster a collaborative, accountable, and customer-focused team environment
Service Management & Process Improvement
- Ensure alignment with ITIL-based service management practices (incident, request, problem, and change management)
- Identify trends and recurring issues; work with internal teams to implement sustainable solutions
- Develop, document, and maintain standard operating procedures and knowledge base articles
- Monitor and report on service desk performance metrics, identifying opportunities for improvement
Partner & Vendor Collaboration
- Act as a key point of contact between the Service Desk, clinical departments, and other Digital Health teams
- Collaborate with infrastructure, informatics, technical, and security teams to resolve escalated issues
- Coordinate with external vendors and service providers to ensure timely support and issue resolution
- Communicate service impacts, outages, and updates clearly to partners
Healthcare Environment Support
- Ensure support activities are aligned with clinical priorities and minimize disruption to patient care
- Support the use of clinical applications and systems in collaboration with application and clinical informatics teams
- Maintain awareness of privacy, security, and regulatory requirements relevant to Digital Health
- This position is full time onsite
