Job Summary: The IT Service Desk Specialist III role focuses on providing and leading remote technical support for our 1000+ associates, ensuring timely resolution of IT requests (incidents and service requests). This leadership role requires a service-oriented individual with a deep understanding of ITIL and ITSM frameworks. With a strong technical background, you will be the go-to person for making decisions as an escalation point for any technology-related processes, applications, or devices. You'll mentor, and empower a team of technical resources, fostering a collaborative environment that delivers efficient service delivery and drive continuous improvement to align IT support with business goals and customer satisfaction metrics.
Key Responsibilities:- Implement, manage and support ITIL-aligned processes including Incident, Service Requests, Problem, and Change Management.
- Contribute to the development of service desk performance metrics (e.g. SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) and provide actionable insights for continuous improvement.
- Respond to requests for technical assistance via phone, chat, or email.
- Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor.
- Act as the primary escalation point for complex or critical technical issues and coordinate resolution efforts with end users / customers, internal teams, external vendors, and managers for timely resolution.
- Develop and maintain documentation such as knowledge base articles, workflows, and standard operating procedures.
- Conduct regular training and mentoring sessions for Service Desk staff to ensure skill development and adherence to ITIL / ITSM best practices.
- Drive continuous improvement initiatives, leveraging user feedback and performance data to enhance service delivery.
- Conduct thorough Root Cause Analysis for recurring Incidents to identify and address systemic issues.
- Collaborate with infrastructure, application, and security teams to implement long-term fixes and preventative measures.
- Promote automation and self-service tools to reduce manual workload and enhance service efficiency.
- Collaborate with the IT Service Delivery Manager to ensure alignment with overall service delivery goals.
- Manage process for communicating outage/emergency activities to the organization where applicable.
Qualifications:- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Minimum of 8 years of IT support experience.
- Strong understanding of the ITIL framework and service management best practices.
- Hands-on experience with ITSM tools such as ServiceNow, Jira, BMC Remedy, Freshservice or equivalent platforms.
- Strong knowledge of Windows OS, Microsoft Exchange and Office 365 , Active Directory, VOIP solutions such as Ring Central, networking fundamentals, and remote support tools.
- Proven experience in a Service Desk or similar role within the healthcare industry.
- Exceptional problem-solving, communication, analytical and interpersonal skills.
- Ability to manage competing priorities in a fast-paced environment while maintaining attention to detail, fostering a customer-centric and service-oriented culture.
Preferred Qualifications:- ITIL v3 or v4 Foundation certification or higher.
- Knowledge of healthcare IT systems and regulations.
- Familiarity with cybersecurity principles and IT compliance requirements.
- Experience in multi-site service operations.
Working Conditions:- Primarily remote role requiring prolonged periods of sitting and manual dexterity to operate a computer and other devices, may require occasional travel for site visits.
- Ability to occasionally lift and transport IT equipment during on-site visits.
- Ability to work flexible hours, including evenings and weekends, as needed.
What We are Offer YouBeyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans, HSA / FSA, 401(k) matching, an Employee Assistance Program (EAP) and more.
