IT Service Desk Shift Lead

Overview

Reporting to the Supervisor, IT Service Desk, the IT Service Desk Shift Lead is a critical operational lead within the IT Workplace Services team. This position is responsible for ensuring the delivery of reliable, exemplary Tier 1-3 support across the enterprise. This role stewards the day to day effectiveness, readiness, and performance of frontline support operations while upholding modern ITSM, ITIL 4, SLA monitoring, and knowledge based best practices.

The Shift Lead provides hands on guidance to Service Desk Specialists I & II, ensuring work is aligned to broader organizational priorities, service availability requirements, and strategic technology objectives. This position orchestrates workload direction, real time prioritization, and issue escalation paths, while fostering a culture of accountability, continuous learning, knowledge sharing, and operational excellence.

Aligning with IEHP IT Infrastructure Services expectations, the Service Desk Shift Lead also plays a pivotal role in maturing support capabilities through process optimization, automation, knowledge centered service practices, experience driven measures, and cross functional coordination with engineering, architect, security, operations, cloud, and business unit technology teams. This role helps ensure the Service Desk functions not only as an execution layer, but as a central component of enterprise service delivery, enhancing user experience, strengthening operational resilience, and enabling proactive, data driven improvement across the IT environment.

Additional Benefits

Perks

• Competitive salary
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance
• Flexible Spending Account - Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

Key Responsibilities

1. Service Strategy, Governance, and Operating Model:

a. Own the Single Point of Contact (SPOC) function and service desk industry best practices, aligning with ITIL 4 value streams, roles, and processes across incident, request, problem, change, and knowledge practices.

b. Operate within existing Service Management System covering operation, as needed performance evaluation, and assisting with continuous improvement to meet team member expectations and SLAs.

c. Consistently Coordinate with ITSM:

i. Incident & Major Incident Management: Assist with triage, restoration, comms, bridges, and post incident reviews with defined escalation paths and service assurance

ii. Service Request Fulfilment: standardize request models, approvals, and fulfilment workflows to minimize cycle time and improve predictability

iii. Problem Management: Help drive root cause analysis to reduce repeat incidents

iv. Participate in CAB meetings and provide end user experience focused feedback

2. Documentation, Training, Knowledge Management & Shift Left Enablement:

a. Build an enterprise knowledge program (e.g., ServiceNow Knowledge Center) with lifecycle controls, audience targeting, search optimization, and content health (gaps/duplicates) to maximize deflection and time to relief.

b. Measure and improve knowledge-based transactions and time to resolve.

c. Author SOPs, runbooks, knowledge base articles, and configuration documentation.

d. Coach IT Specialist I & II team members and contribute to workforce upskilling.

e. Represent IT in stakeholder communications, user training, and cross department coordination.

3. Experience Driven Outcomes:

a. Partner in the design and tracking of SLAs to improve end-user experience and increase productivity.

b. Embed continuous feedback loops (surveys, CSAT, etc) into closure communications and trend analysis for targeted service improvements (Problem Management).

4. Capacity & Workforce Planning:

a. Own demand and capacity for support. Assist with model staffing for seasonal peaks, project loads, and varying coverages to protect SLAs.

b. Optimize resource allocation with automation to reduce cost per ticket while utilizing Level II staff toward higher value work.

c. Maintain & communicate ongoing task coverage, ensuring primaries & backups are clearly defined.

d. Optimize resource allocation with automation to reduce cost per ticket while utilizing Level II staff prioritizing higher value work.

5. People Leadership & Talent Development:

a. Mentor and develop Tier 1-2 talent; run structured meetings and coaching, skills matrices, certifications, and readiness checks, mirroring enterprise practices.

b. Operate calmly as the escalation lead in high stakes incidents; maintain on call rosters and shift handovers for continuous coverage.

c. Embed KCS coaching and proficiency progression to reinforce knowledge centric behaviors across all tiers.

6. Process Engineering, Reporting, Reviewing, & Continual Improvement

a. Publish operational dashboards and reviews - Assist with SLA, FCR, backlog aging, MTTR/MTRS, deflection and lead corrective actions through structured improvements escalating to leadership as needed.

b. Design, maintain, analyze & publish reports from various systems which may involve data manipulation in Excel via pivot tables, graphs, formulas, etc.

c. Use A3/LEAN and ITIL Continual Improvement to remove waste in workflows, automate repetitive tasks, and sustain measurable gains.

d. Design and recommend workflow improvements for endpoint operations, imaging, inventory, service intake, and escalation processes.

e. Conduct operational analyses and present recommendations to leadership for efficiency, cost reduction, and user experience improvements.

f. Work with externals to enhance ticketing system workflows, address issues, increase automation, & perform timely UAT of enhancements & fixes.

7. Advanced Troubleshooting & Operational Leadership:

a. Serve as Tier 3 escalation for complex incidents across endpoints, mobile, identity, collaboration tools, and enterprise applications.

b. Determine restoration priorities based on operational risk and business impact.

c. Participate in incident bridges and coordinates with ITSM, application, network, and security teams.

d. Master & oversee Service Desk operations & processes.

e. Manage user licenses for various applications such as Adobe, M365, & Visual Studio etc. ensuring proper approvals are acquired prior to granting access.

f. Assist with & complete requests involving Exchange Administration.

8. VIP & Executive Support: Coordinate with Site Support team to ensure efficient handling of any VIP interactions.

9. Onboarding & Offboarding Responsibilities

a. Coordinate End to End Identity Provisioning: Oversee creation, modification, and activation of user accounts across all enterprise systems (AD, Azure AD, SSO platforms, collaboration suites, endpoint management tools). Ensure role based access is assigned according to approved entitlement models and established identity governance controls.

b. Ensure Day One Productivity for New Hires: Partner with HR, Talent Acquisition, Facilities, and endpoint engineering to ensure all new hires receive properly configured equipment, network access, collaboration tools, telephony, and application entitlements prior to start date. Validate workstation readiness, ticket prebuilds, and communication of support resources.

c. Deliver Orientation Support: Provide new team members with introductory IT guidance, including login procedures, security expectations, MFA setup, remote access instructions, and platform overviews. Serve as the first line escalation partner for onboarding related issues during initial days of employment.

d. Execute Compliant Offboarding Procedures: Lead timely deactivation of credentials, removal of access rights, disabling of accounts across all systems, and revocation of VPN/MFA tokens. Coordinate with Security and IAM teams to ensure compliance with regulatory, audit, and risk frameworks.

e. Protect Enterprise Security During Transitions: Ensure offboarding processes meet strict data loss prevention and privileged access removal requirements. Validate account disablement, mailbox transitions, shared drive removals, and access cleanup for all integrated systems.

f. Transfers & Role Changes: Assist in re provisioning access, adjusting entitlements, promotions, or organizational restructuring. Maintain accuracy of access rights through periodic entitlement reviews and audits.

g. Continuously Improve On/Offboarding Workflows: Identify process gaps, automate provisioning tasks, reduce manual steps, and leverage standardized templates, workflow automation, ITSM platform features, and identity governance tooling to improve throughput and reduce risk.

10. Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Qualifications

Education & Requirement

• A minimum of six (6) years of experience in a combination of:
  • Working in an IT support environment while providing user administration, hardware and software expertise
  • Service Desk Operations
  • Experience with Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications
  • Experience with ITSM tools and ticketing systems
  • Experience with Active Directory, Exchange, Microsoft Entra, and enterprise-level application support
  • Working in an IT support environment within a healthcare setting
• Associate's degree from an accredited institution required
  • In lieu of the required degree, a minimum of two (2) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above.
  • Bachelor's degree in a related field from an accredited institution preferred
• IT certifications such as CompTIA A+/Network+/Security+, ITIL v4, or Microsoft Certified Fundamentals (AZ-900, etc.) strongly preferred

Key Qualifications

• Valid California Driver's License preferred
• Advanced knowledge and solid understanding of:
  • Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications
  • Client/Server applications using relational databases
  • Proficiency with Microsoft Windows operating system, M365 Microsoft Office Suite; 2013/2016/2019/Office products: Word, Excel, PowerPoint, and Access
  • PowerShell/scripting experience
  • Citrix/VDI/VDA knowledge
  • Networking concepts (TCP/IP, DNS, VPN)
  • Familiarity with ITSM tools and ticketing systems
  • ITIL, CMDB, Problem/Change/Release Management understanding
• Customer Services skills: Delivers exception service and support to internal stakeholders
• Problem Solving skills: Demonstrates analytical thinking and resourcefulness in resolving technical issues and troubleshooting
• Excellent written and verbal communication skills
• Strong documentation skills and organizational skills.
• Proven ability to:
  • Communicate with ease in front of large audiences of senior IT and communications personnel
  • Possess a strong attention to detail
  • Work effectively across teams to achieve shared goals
  • Thrive in a dynamic, fast-paced environment with the ability to be adaptable

Work Model Location

This position is on a hybrid work schedule. (Monday & Friday - remote, Tuesday - Thursday onsite in Rancho Cucamonga, CA.)

Schedule may adjust based on business need which may include evenings, holidays, and weekends. Distribution of supplies and equipment to in-house departments. Items weighing more than 50 lbs. will require assistance when moving. Back support belts must be worn when lifting, pushing, or pulling items. This position provides on-call support to organization after hours and weekends, escalations as needed.

In the Service Desk Shift Lead role, consistent, on-site engagement is essential to the role, as it requires sustained, high impact, face to face interaction with business partners and VIPs to ensure elevated service delivery, operational continuity, and exceptional end user experience.

Pay Range

USD $91,249.60 - USD $120,910.40 /Yr.