IT Service Desk Lead - Tier 1–3 Ops & Knowledge

Inland Empire Health Plan; Rancho Cucamonga (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

On-site fitness center

Medical, Dental and Vision Insurance

Life and disability insurance

Career development

Wellness programs

Flexible Spending Account – Health/Dep

CalPERS retirement

457(b) with match

Pet care insurance

Job summary

Inland Empire Health Plan (IEHP) in Rancho Cucamonga, CA, seeks an IT Service Desk Shift Lead to manage frontline support, drive ITIL-based processes, and mentor Tier 1–2 staff. The role emphasizes incident management, knowledge management, and continuous improvement within a large enterprise IT environment.

The Shift Lead will coordinate with engineering, security, and business units to ensure service availability, SLA adherence, and proactive improvements across the IT landscape.

Qualifications

• Lead a Tier 1–3 IT service desk with ITIL-aligned processes.
• Coordinate incident response, service requests, and problem management to meet SLAs.
• Coach and mentor frontline staff to improve knowledge sharing and performance.

Responsibilities

• Own SPOC function and align with ITIL 4 value streams.
• Coordinate with ITSM for incident, request, problem, change, and knowledge practices.
• Develop SOPs, runbooks, and knowledge base content.
• Lead capacity planning and shift handovers to ensure coverage.
• Provide escalation leadership for complex incidents across endpoints and applications.
• Oversee onboarding/offboarding and license management for enterprise tools.

Skills

ITIL 4

SPOC

Service Desk

Leadership

Incident Management

Knowledge Management

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Excel

ITSM tools

Job description

Inland Empire Health Plan (IEHP) in Rancho Cucamonga, CA, seeks an IT Service Desk Shift Lead to manage frontline support, drive ITIL-based processes, and mentor Tier 1–2 staff. The role emphasizes incident management, knowledge management, and continuous improvement within a large enterprise IT environment.

The Shift Lead will coordinate with engineering, security, and business units to ensure service availability, SLA adherence, and proactive improvements across the IT landscape.