IT Service Desk Lead: Frontline Support & Operations

Inland Empire Health Plans; Rancho Cucamonga (CA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

On-site fitness center

Medical, dental and vision insurance

Life and disability options

Career development opportunities

Wellness programs

Flexible Spending Account

Job summary

Inland Empire Health Plans (IEHP) is seeking an IT Service Desk Shift Lead to oversee frontline IT support and guide Service Desk Specialists I & II. You will ensure reliable Tier 1–3 service delivery, align with ITIL 4 practices, and drive continuous improvement across the IT Workplace Services team.

The ideal candidate has extensive IT support experience, healthcare familiarity, and strong problem-solving and communication skills.

Qualifications

• Six+ years in IT support, service desk ops, or healthcare IT environment.
• Experience with Windows/macOS, Office, and enterprise apps.
• Experience with AD, Exchange, Entra; ITSM tools and ticketing systems.
• Healthcare IT experience preferred; strong customer service skills.

Responsibilities

• Lead IT Service Desk operations and guide teams (I & II).
• Ensure Tier 1–3 support quality across enterprise.
• Govern workload direction, prioritization and escalation paths.
• Drive process optimization, knowledge-centered service, and cross-functional coordination.

Skills

Customer service excellence

Communication

Problem solving

Documentation

Education

Associate’s degree

Bachelor’s degree preferred

IT certifications (A+/N+/S+, ITIL v4, AZ-900) preferred

Tools

Windows

macOS

Microsoft Office Suite

Active Directory

Exchange/Microsoft Entra

ITSM tools

Job description

Inland Empire Health Plans (IEHP) is seeking an IT Service Desk Shift Lead to oversee frontline IT support and guide Service Desk Specialists I & II. You will ensure reliable Tier 1–3 service delivery, align with ITIL 4 practices, and drive continuous improvement across the IT Workplace Services team.

The ideal candidate has extensive IT support experience, healthcare familiarity, and strong problem-solving and communication skills.