Lead Service Desk - HIT

Welcome to Montage Health’s application process!

Job Description:

Leads all service desk activities and directs the work of the service desk agents. Ensures appropriate 24 X 7 staff coverage.  Ensures that new agents are competent in performing the skills checklist.  Performs continuous analysis and monitoring of scheduled tasks, backup processes, system monitors and server availability. Leads huddle board meetings to ensure thorough and consistent communication is provided to service desk agents. Provides solutions working with all groups impacted.

Responsibilities

• Communicates with other department leads to ensure that objectives are understood and properly vetted.
• Ensures Service Level Agreements are met (e.g. First Call Resolution).
• Ensures service desk agents use knowledge articles to provide consistent and thorough resolution to issues.
• Reaches out to enterprise admin staff to get feedback on service provided.
• Provides exceptional customer experience and technical expertise on issues escalated by our customers.
• Ensures timely written and oral updates regarding customer projects, requests or incidents.
• Creates or updates documented policies and procedures for the use of service desk staff when new issues occur that may impact multiple users.
• Fields service desk calls and creates the initial record of the request.
• Provides one-on-one end-user training
• Relies on experience and judgment to plan and accomplish goals
• A limited degree of creativity and latitude is required.

Experience/Competencies:

• Operational leader for a minimum of 3 years.
• Strong leadership and communication skills
• Ability to communicate with both application and technical team members
• Process and detail-oriented
• Assertive and able to hold team members accountable for following established policy and procedure
• Strong organizational skills

Education/Training/Certification

• Bachelor's degree or equivalent experience
• Continual growth demonstrated through certification
• ITIL certification within 6 months of hire

Equal Opportunity Employer

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Salary Range (based on years of applicable experience)

$70,657 to $94,494

Assigned Work Hours:

Full time (exempt)

Position Type:

Pay Range (based on years of applicable experience):

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