Position Title: I.T. Service Desk Lead
Shift: Days
Monday-Friday
Onsite position
Compensation: $73,000-$116,00The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and comparisons to colleagues in similar roles
Position OverviewThe IT Service Desk Lead is responsible for the operational leadership, governance, and continuous improvement of Saint Anthony Hospital's end-user technology environment/experience and IT support services. This position serves as the primary liaison between the hospital and its outsourced Service Desk provider, ensuring the delivery of high-quality, responsive, and customer-focused support services that meet established service level agreements (SLAs) and operational expectations.
The IT Service Desk Lead oversees the full lifecycle management of enterprise endpoint technologies, including desktops, laptops, mobile devices, printers, and related peripherals. The role also provides direct supervision of Desktop Analysts and the Infrastructure Analyst, ensuring effective field support, endpoint management, asset tracking, technology deployments, and incident resolution.This position is accountable for service delivery performance, asset lifecycle management, user satisfaction, operational reporting, and continuous service improvement initiatives that support clinicians, employees, physicians, and hospital leadership.Essential Functions Service Desk Operations and Vendor Management- Serve as the primary operational contact for the outsourced Service Desk provider.
- Monitor service desk performance to ensure compliance with established SLAs, key performance indicators (KPIs), and customer service expectations.
- Conduct regular vendor performance reviews and service management meetings.
- Escalate unresolved issues and service concerns to vendor leadership and internal IT management.
- Review incident trends and service metrics to identify recurring issues and improvement opportunities.
- Ensure appropriate ticket triage, escalation, ownership, and resolution processes are followed.
- Collaborate with internal IT teams to coordinate the timely resolution of incidents and service requests.
- Develop and maintain service desk policies, procedures, and support standards.
Endpoint Lifecycle Management- Lead the lifecycle management of all hospital endpoint technologies from procurement through retirement and disposal.
- Develop and manage endpoint refresh strategies and replacement schedules.
- Coordinate endpoint deployment, configuration, upgrades, maintenance, and replacements.
- Ensure standardization of endpoint hardware and software configurations.
- Maintain accurate inventory records for all assigned technology assets.
- Oversee asset tracking, warranty management, procurement coordination, and disposition activities.
- Develop standards that ensure consistency, supportability, and operational efficiency.
End-User Support Services- Supervise day-to-day desktop support operations across hospital and affiliated locations.
- Ensure timely resolution of hardware, software, connectivity, printing, and mobility-related issues.
- Support onboarding, offboarding, workstation deployments, and user technology support activities.
- Coordinate support for clinical and non-clinical technology devices.
- Monitor service request fulfillment and incident resolution performance.
- Promote a customer-first support culture focused on service excellence.
- Continuously manage service delivery prioritization and expectations.
Team Leadership and Management- Provide direct supervision, coaching, mentoring, and performance management for:
- Desktop Analysts
- Infrastructure Analyst
- Establish team goals, performance expectations, and professional development plans.
- Conduct performance evaluations and support ongoing staff development.
- Manage resource assignments and workload balancing.
- Foster teamwork, accountability, and continuous improvement within the support organization.
- Ensure staff maintain technical competencies aligned with evolving technologies.
Endpoint Security and Compliance- Partner with Information Security and Infrastructure teams to ensure endpoint security compliance.
- Coordinate endpoint patching, antivirus management, vulnerability remediation, and device security initiatives.
- Ensure compliance with hospital technology policies and cybersecurity standards.
- Assist in security incident response activities related to endpoint technologies.
- Support audits, assessments, and compliance reviews involving end-user technologies.
- Establishing and enhancing SOPs for the team around various activities around security, compliance, with an emphasis on HIPAA guidelines and responsibilities.
Asset Management and Technology Governance- Maintain enterprise asset management processes and technology inventory controls.
- Manage hardware standards and approved technology catalogs.
- Collaborate with purchasing and finance teams regarding equipment acquisition and lifecycle planning.
- Track asset utilization, warranty status, and replacement eligibility.
- Ensure compliance with asset management and technology governance procedures.
- Produce regular reports regarding inventory, asset age, refresh schedules, and technology utilization.
Service Performance and Continuous Improvement- Monitor and report on key service management metrics, including:
- First-call resolution rates
- Ticket volume and trends
- SLA compliance
- Mean time to resolution
- Customer satisfaction scores
- Endpoint deployment and refresh metrics
- Analyze performance data and develop service improvement plans.
- Lead initiatives to improve service delivery efficiency and user experience.
- Identify automation opportunities and process improvements.
- Develop recommendations to enhance support operations and reduce recurring incidents.
Project Coordination- Lead endpoint deployment, refresh, and technology upgrade projects.
- Coordinate user impact communications and deployment schedules.
- Assist with infrastructure and workplace technology implementations.
- Participate in hospital-wide technology initiatives requiring user technology support.
- Ensure successful transitions of new technologies into operational support.
Collaboration and Stakeholder Engagement- Act as a trusted resource for departmental leaders regarding technology support services.
- Partner with Clinical Systems, Infrastructure, Information Security, Human Resources, and operational departments.
- Communicate service trends, challenges, and improvement initiatives to leadership.
- Support enterprise technology governance and service management processes.
- Foster positive relationships with end users throughout the organization.
Qualifications- Education
- Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field preferred.
- Equivalent combination of education and relevant experience may be considered.
Experience- Minimum of 5 years of progressive IT support, desktop support, service desk, or endpoint management experience.
- Minimum of 2 years of leadership, supervisory, or team lead experience.
- Experience managing outsourced service providers and vendor relationships.
- Experience supporting enterprise endpoint environments in healthcare or similarly complex organizations.
- Experience with IT service management (ITSM) processes and service delivery metrics
Preferred Experience- Experience in an acute care hospital or healthcare environment.
- Experience supporting Microsoft Windows, Microsoft 365, Active Directory, Intune, endpoint management platforms, and mobile device management solutions.
- Experience with asset management systems, service management platforms, and endpoint security technologies.
- Familiarity with ITIL service management principles.
- Experience supporting clinical environments and patient-care technologies.
Knowledge, Skills, and Abilities- Strong understanding of IT service management and customer support operations.
- Knowledge of endpoint lifecycle management best practices.
- Understanding of hardware, software, mobile device, and peripheral support technologies.
- Strong analytical and problem-solving skills.
- Experience managing vendor relationships and contractual service expectations.
- Ability to analyze operational metrics and implement process improvements.
- Strong organizational and project coordination skills.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to effectively prioritize work in a fast-paced healthcare environment.
- Strong customer service orientation and leadership capabilities.
Benefits - Comprehensive health insurance plans (medical, dental, vision)
Coverage begins first day of employment - Employer-matched retirement plans
- Eligibility for the Public Service Loan Forgiveness (PSLF) Program
- Free on-site parking
