IT Service Desk Lead – End-User Support & Strategy

CoxHealth; Springfield (MO); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, Vision, Dental

Employer match retirement plan

Job summary

CoxHealth IT is seeking an Information Technology Customer Support Analyst to provide technical end-user support, diagnose and resolve issues, and document incidents. This role leads the service desk team, coordinates with Tier 2/3 resources, and helps maintain efficient operations across the incident lifecycle.

A Bachelor's degree is preferred, with 4+ years of related experience. The role is based at Primrose Place in Springfield, MO, with a standard 40-hour week and day shift hours.

Qualifications

• 4+ years of IT helpdesk or related experience.
• Bachelor's degree in Computer Science/Information Technology or related field may substitute for experience.

Responsibilities

• Lead a team of service desk analysts, including hiring, training, and performance management.
• Ensure end-to-end incident lifecycle efficiency through Tier 2/3 collaboration.
• Document support requests and maintain accurate incident records.
• Assist with resource management and service desk process improvements.

Skills

Team leadership

End-user support

Incident management

Training and coaching

Collaboration with Tier 2/3

Resource management

Education

Bachelor's degree in Computer Science/Information Technology

Job description

CoxHealth IT is seeking an Information Technology Customer Support Analyst to provide technical end-user support, diagnose and resolve issues, and document incidents. This role leads the service desk team, coordinates with Tier 2/3 resources, and helps maintain efficient operations across the incident lifecycle.

A Bachelor's degree is preferred, with 4+ years of related experience. The role is based at Primrose Place in Springfield, MO, with a standard 40-hour week and day shift hours.