IT Service Desk Team Lead, Full-time
The Service Desk Team Lead is tasked with guiding and overseeing day-to-day tasks for the Service Desk Tier II team in assigned region.
This role involves partnering with the Service Desk Manager to provide strategic leadership and foster a culture prioritizing customer satisfaction for internal and external stakeholders.
The Team Lead role ensures that the Service Desk operates as a customer-centric unit dedicated to resolving issues efficiently and enhancing the overall user experience.
Responsibilities:
* Oversee daily priorities of the Service Desk, ensuring appropriate workload distribution and efficient resolution of issues and incidents
* Monitor service levels and ensure compliance with service level agreements (SLAs)
* Act as a point of escalation for complex issues, coordinating with IT management and other departments as needed
* Foster a culture of continuous improvement, identifying opportunities for process and service enhancement
* Work closely with IT management to align Service Desk activities with departmental and organizational goals
* Promote knowledge management tools and practices to enhance service efficiency and effectiveness
* Provide coaching and input to performance and development opportunities for service desk team members
Qualifications:
* Advanced education and applicable certifications (i.e.
Comp TIA and Network+) a plus
* Minimum 3 years of experience in IT support required, with a preference for experience in a clinical or hospital environment
* Minimum 2 years of experience in a leadership or supervisory role within a Service Desk or IT support setting preferred
* Demonstrated ability to establish and prioritize tasks and projects in a high-pressure environment while maintaining a positive attitude
* Strong technical proficiency in troubleshooting PC, software, and network issues
* Familiarity with the latest IT technologies and trends is essential
* Excellent interpersonal and communication skills, with a focus on customer service
* Proven ability to mentor and develop team members
* Capable of delegating tasks effectively, setting clear goals, and promoting a collaborative team environment
* Strong analytical skills with the ability to troubleshoot complex problems under pressure
* Skilled in identifying root causes and implementing effective solutions
Location: Brooks Rehabilitation Hospital at 3599 University Blvd South, Jacksonville, FL 32216
Hours: Monday - Friday, daytime hours, 40 hours per week
Compensation: Experience, education and tenure may be considered along with internal equity when job offers are extended.
Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:
* Competitive Pay
* Comprehensive Benefits package
* Vacation/Paid Time Off
* Retirement Plan
* Employee Discounts
* Clinical Education and P...
- Rate: Not Specified
- Location: Jacksonville, US-FL
- Type: Permanent
- Industry: Medical
- Recruiter: Brooks Rehabilitation
- Contact: Not Specified
- Email: to view click here
- Reference: 6772
- Posted: 2024-10-05 08:20:57 -
- View all Jobs from Brooks Rehabilitation
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