Service Desk Lead Agent

United Regional•Wichita Falls, TX

13d•Onsite

About The Position

The Service Desk Team Lead serves as a working lead responsible for coordinating daily Service Desk operations while providing guidance, coaching, and quality oversight to team members. This role acts as the operational bridge between frontline support staff and Service Desk leadership, ensuring SLA performance, effective ticket handling, and adherence to ITSM processes. The Team Lead partners with the Service Desk Manager to support continuous improvement efforts and assumes day-to-day operational authority for the Service Desk during assigned shifts.

Requirements

High school diploma or equivalent required.
Must be able to communicate effectively in English, both verbally and in writing.
Solid understanding of IT operations, EMR systems, and troubleshooting techniques.
Proficiency in ITSM tools such as ServiceNow, including ticket lifecycle management and documentation standards.
Familiarity with contact center platforms (e.g., Five9), including call monitoring, reporting, and performance analysis.
Working knowledge of telecommunication systems, paging platforms, and alarm/annunciator monitoring systems in a healthcare environment.
Strong customer service and communication skills with the ability to model expected behaviors.
Ability to direct daily work activities and prioritize workload in a fast-paced environment.
Experience coaching and mentoring team members.
Sound judgment in incident triage, prioritization, and escalation decisions.
Working knowledge of ITIL principles and service management processes.
Strong organizational, analytical, and documentation skills.

Nice To Haves

Associate degree in Information Technology or related field preferred; equivalent experience acceptable.
1–3 years of Service Desk or technical support experience.
ITIL Foundations, CompTIA A+, or similar certifications.
Healthcare IT or hospital environment experience.
Prior informal leadership or training experience.

Responsibilities

Provides direct support for incidents and service requests as needed, particularly during high volume or staffing shortages.
Directs real-time Service Desk activities, including workload distribution, queue balancing, and shift coordination.
Accountable for meeting service level targets during assigned shifts; proactively addresses delays or bottlenecks.
Monitors ticket queues for accuracy, prioritization, and aging; ensures proper routing and resolution timelines.
Serves as the primary escalation point for Service Desk staff; resolves issues at the lowest level before engaging leadership.
Leads initial coordination of low to moderate incidents, ensuring communication and progress tracking.
Performs structured call monitoring and evaluation using contact center platforms (e.g., Five9). Provides actionable feedback to improve First Call Resolution (FCR), customer experience, and adherence to communication standards.
Supports operator functions including call routing, overhead paging for codes and critical communications, secure messaging, and monitoring of annunciator and alarm systems. Ensures timely and accurate communication during urgent and emergent situations.
Reviews tickets and interactions to ensure adherence to documentation standards and service expectations.
Provides ongoing coaching and real-time feedback to improve technical skills, communication, and process adherence. Documents performance concerns and trends and escalates them to the Service Desk Manager for review and formal action as appropriate.
Assists with onboarding and reinforcing standard tools and processes.
Maintains clear communication across shifts regarding outages, issues, and operational priorities.
Reinforces ITSM processes including Incident, Request, and Knowledge Management standards.
Identifies trends, recurring issues, and process gaps; provides actionable recommendations to leadership.
Assists the Manager in collecting operational data and identifying performance trends.