IT Service Operations Lead

Temple Health • Philadelphia, PA

5h • Hybrid

About The Position

The IT Service Operations Lead guides team members and collaborates with business stakeholders and staff. The role provides technical support and troubleshooting assistance to end users, identifying, diagnosing, categorizing, and troubleshooting Tier 1 problems and advising on appropriate action. Problems or requests may be redirected to the appropriate personnel for resolution, and recurring problems are reported to management.

The position documents, resolves, and follows up on end-user incidents and requests using Help Desk tracking tools, working with team members and other departments. It follows established Help Desk policies and procedures and uses an automated system to document incident resolution, customer-support responsiveness, and service requests. The role coordinates Help Desk staff activities and assists with scheduling to ensure coverage during scheduled operating hours.

This is a hybrid position requiring three days on site: Tuesday, Wednesday, and Thursday.

Requirements

• Bachelor’s degree in Computer Science or a related field, or a combination of relevant education and experience in lieu of a degree.
• 2 years of Help Desk Lead experience.
• 5 years of experience and knowledge of Help Desk operations with a PC orientation, PC support activities, and a customer support role with extensive application knowledge.
• 5 years of experience with Windows operating systems and common PC applications, including MS Office Suite.
• 2 years of experience facilitating Major Incident Management calls.
• 2 years of experience performing or managing Change Management and Problem Management functions.
• 2 years of experience liaising with Managed Service Desk partners.

Responsibilities

• Lead and guide team members, collaborating with the business and staff.
• Provide technical support and troubleshooting assistance to end users.
• Identify, diagnose, categorize, and troubleshoot Tier 1 problems and advise on appropriate action.
• Redirect problems or requests to appropriate personnel when necessary.
• Inform management of recurring problems.
• Document, resolve, and follow up on end-user incidents and requests using Help Desk tracking tools and collaboration with team members and departments.
• Follow established Help Desk policies and procedures and use an automated system to document incident resolution, customer-support responsiveness, and service requests.
• Coordinate Help Desk staff activities and assist with scheduling to ensure operations during scheduled hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager