IT Services Lead

Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for IT Sevices Lead in Anaheim, CA. 

 

The IT Services Lead serves as the primary escalation point for all IT service-related concerns and is responsible for coordinating and facilitating tasks to ensure high-quality IT service delivery across the organization.

This role oversees the smooth execution of IT initiatives, organizational projects, and day-to-day IT services while delivering actionable insights through reports and dashboards.

 

The IT Services Lead is responsible for tracking and reporting on key performance indicators (KPIs) related to IT services, ensuring SLAs are met consistently across the department.

By analyzing performance metrics and trends, this role drives continuous improvement in IT service delivery.

The IT Services Lead works closely with IT managers, teams, and stakeholders to align services with business needs while maintaining compliance with regulatory standards.

 

At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family.

We are proud to offer a range of plans that help protect you in the case of illness or injury including:


* A competitive benefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability. 


* Benefits coverage starts after one full month of employment!


* Generous vacation, sick, and holiday benefits!


* Generous 401(k) matching contributions and more!


* To view our detailed benefits guide, please visit our career site at www.pposbccareers.org

 

Responsibilities

Essential Functions: Essential functions encompass the required tasks, duties, and responsibilities performed as part of the job and the reason the job exists.

 

The IT Services Lead position encompasses a broad range of responsibilities that include overseeing IT service delivery, providing technical and operational leadership, and ensuring alignment with organizational goals.

 

Service Delivery Oversight


* Oversee all IT service delivery activities, including help desk operations and other IT services, ensuring timely resolution of requests and incidents within defined SLAs.


* Take ownership of escalated tickets and coordinate resolution with 2nd and 3rd level support teams.


* Act as the primary point of escalation for complex issues requiring cross-departmental or vendor involvement.


* Monitor SLA compliance across IT services, identifying trends and addressing service gaps proactively.


* Create and deliver dashboards and performance reports on help desk productivity and overall IT service performance to leadership.

 

Team Leadership and Coordination


* Oversee and guide the Help Desk team, ensuring alignment with organizational IT goals and objectives.


* Train IT staff on new processes,...