IT Service Desk Lead - 24/7 Ops & Incident Communications

Atos; Irving (TX); On-site; USD 85,000 - 115,000; Full time

Job summary

Atos is seeking a Service Desk Process Analyst to oversee 24/7 IT Service Desk operations, coaching staff and serving as escalation point during incidents. The role emphasizes translating complex technical concepts into clear messages for business stakeholders and senior leaders, while maintaining calm leadership under pressure and ensuring SLA adherence across shifts.

Ideal candidates have a Bachelor’s degree in health informatics or IT, with 5+ years in healthcare tech and a proven supervisory

Qualifications

• Bachelor’s degree in Health Informatics, IT, Computer Science or related field.
• 5+ years in healthcare technology with 3+ years in supervisory/leadership roles.
• Excellent verbal and written communication and ability to translate technical concepts for diverse audiences.

Responsibilities

• Supervise and support service desk operations to ensure high-quality customer service.
• Plan, schedule, and coordinate staff coverage to meet service level agreements.
• Serve as the primary voice of IT during major incidents with clear communications.

Skills

Leadership & coaching

Communication

Service desk operations

ITSM / incident management

Performance metrics

Team collaboration

Stakeholder communication

Education

Bachelor’s degree in Health Informatics / IT / Computer Science

Tools

ITSM ticketing systems

Job description

Atos is seeking a Service Desk Process Analyst to oversee 24/7 IT Service Desk operations, coaching staff and serving as escalation point during incidents. The role emphasizes translating complex technical concepts into clear messages for business stakeholders and senior leaders, while maintaining calm leadership under pressure and ensuring SLA adherence across shifts.

Ideal candidates have a Bachelor’s degree in health informatics or IT, with 5+ years in healthcare tech and a proven supervisory