Technical Engineer

Atos•Aberdeen, AK

2d•Onsite

About The Position

The Service Desk Process Analyst provides supervisory coverage for IT Service Desk and Desktop Support teams, with accountability for team performance metrics, coaching, serving as the primary escalation point during a shift, and leading communications during major incidents. The role is part of the Hospital Information Systems Department and is based onsite in Chicago, Illinois. The position oversees service desk operations and customer support, manages call queues and ticket workflows, coordinates staff coverage to meet service level agreements, and serves as the primary voice of IT during major incidents. It requires clear communication with customers, technical subject matter experts, business stakeholders, executives, and the broader organization, including in high-pressure situations where information may be incomplete.

Requirements

Bachelor’s degree in Health Informatics, IT, Computer Science, or a related field.
Exceptional verbal and written communication skills, including the ability to explain complex technical concepts clearly and deliver accurate mass communications under pressure.
Strong people leadership and coaching capability, including the ability to develop a cohesive, high-performing team and coach, mentor, and develop employees.
Ability to foster accountability through trust, guidance, and clear expectations.
Understanding of Service Desk strategy, service management best practices, and relevant industry standards.
Knowledge of call center and ITSM ticketing systems, including performance monitoring and workflow optimization.
Critical-thinking and problem-solving skills, including the ability to analyze systems, workflows, and data to identify inefficiencies and recommend improvements.
Ability to adapt in dynamic environments where priorities and information may change quickly.
Strong organizational and time-management skills, including the ability to manage multiple priorities while maintaining service quality and team morale.
Ability to model professionalism, accountability, and calm leadership.
Team-first mindset, with commitment to collective success and collaboration across shifts and functions.

Nice To Haves

Typically 5 or more years of experience in healthcare technology.
Typically 3 or more years of experience in a supervisory or leadership role.

Responsibilities

Supervise and support service desk operations to ensure consistent, high-quality customer service.
Troubleshoot customer issues and answer questions about products and services.
Manage call queues and ticket workflows, prioritizing work based on customer impact, urgency, and staff availability.
Monitor open tickets, identify overdue issues, and ensure timely and effective resolution.
Maintain high levels of customer satisfaction at every point of customer contact.
Plan and schedule IT support staff to provide optimal coverage across help desk contact points.
Monitor assignments and performance to balance workloads and meet service commitments.
Manage and optimize the Automatic Call Distribution (ACD) system, including user-level changes, data analysis, and process improvement recommendations.
Coach team members and support team performance.
Serve as the primary escalation point during the assigned shift.
Lead timely, accurate, organization-wide communications during major incidents.
Translate technical details into clear, jargon-free written and verbal updates for business stakeholders, executives, and the broader organization.
Communicate with technical subject matter experts and executive leadership, including when information is incomplete.
Remain calm, precise, and composed in high-pressure, time-sensitive situations.