Service Desk Lead

Stars Behavioral Health Group•Long Beach, CA

15d•$27 - $41•Hybrid

About The Position

This position acts as a vital link between high-level service strategy and daily technical execution, providing hands-on leadership and coaching to the Service Desk team. By overseeing ticket workflows and managing escalations, the role ensures that service delivery remains seamless and that all Service Level Agreements (SLAs) are consistently met. Beyond supervision, the Lead is deeply involved in incident resolution and root cause analysis, driving a culture of accountability and continuous learning. This proactive approach ensures that the team not only resolves immediate technical hurdles but also identifies long-term solutions that enhance overall system stability and user satisfaction. In addition to operational oversight, the role is responsible for the strategic maintenance of Service Desk processes and the IT Knowledge Base to foster a reliable, high-quality service environment. By collaborating closely with IT leadership, infrastructure teams, and external vendors, the Lead aligns technical support with the broader operational goals of the organization. This collaborative focus allows for the refinement of internal workflows and the implementation of process improvements that benefit both business stakeholders and end-users. Ultimately, the position upholds a gold standard of customer service, ensuring that every interaction reflects the organization's commitment to excellence and professional support.

Requirements

Minimum 3 years of experience in a Helpdesk Lead or similar role.
ITIL
Microsoft 365
Azure Infrastructure
CompTIA A+ and/or Network +
Other relevant industry certifications

Responsibilities

Overseeing ticket workflows and managing escalations
Ensuring service delivery remains seamless and that all Service Level Agreements (SLAs) are consistently met
Involved in incident resolution and root cause analysis
Strategic maintenance of Service Desk processes and the IT Knowledge Base
Collaborating closely with IT leadership, infrastructure teams, and external vendors
Refinement of internal workflows and the implementation of process improvements

Benefits

Competitive Compensation: Offering a salary that matches your skills and experience.
Generous Time Off: Enjoy ample vacation and holiday pay.
Comprehensive Benefits Package: Employer-paid medical, dental, and vision coverage. Additional voluntary benefits to support your lifestyle.
Professional Growth Opportunities: On-the-job training with access to paid CEU opportunities.
Career development programs designed to help you grow.
Supervision for BBS hours for AMFT, ACSW, and APCC professionals (where applicable).
Employee Recognition & Rewards: A culture that celebrates and rewards your hard work and dedication

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