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 located at 3599 University Blvd South, Jacksonville, FL 32216

Hours: 40 hours per week 

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 Professional Development Programs