IT Service Desk Shift Lead

Inland Empire Health Plans; Rancho Cucamonga, Northern (CA, KY); 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

What you can expect!

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

Reporting to the Supervisor, IT Service Desk, the IT Service Desk Shift Lead is a critical operational lead within the IT Workplace Services team. This position is responsible for ensuring the delivery of reliable, exemplary Tier 1–3 support across the enterprise. This role stewards the day to day effectiveness, readiness, and performance of frontline support operations while upholding modern ITSM, ITIL 4, SLA monitoring, and knowledge based best practices.

The Shift Lead provides hands on guidance to Service Desk Specialists I & II, ensuring work is aligned to broader organizational priorities, service availability requirements, and strategic technology objectives. This position orchestrates workload direction, real time prioritization, and issue escalation paths, while fostering a culture of accountability, continuous learning, knowledge sharing, and operational excellence.

Aligning with IEHP IT Infrastructure Services expectations, the Service Desk Shift Lead also plays a pivotal role in maturing support capabilities through process optimization, automation, knowledge centered service practices, experience driven measures, and cross functional coordination with engineering, architect, security, operations, cloud, and business unit technology teams. This role helps ensure the Service Desk functions not only as an execution layer, but as a central component of enterprise service delivery, enhancing user experience, strengthening operational resilience, and enabling proactive, data driven improvement across the IT environment.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

Education & Requirement

• A minimum of six (6) years of experience in a combination of:
  • Working in an IT support environment while providing user administration, hardware and software expertise
  • Service Desk Operations
  • Experience with Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications
  • Experience with ITSM tools and ticketing systems
  • Experience with Active Directory, Exchange, Microsoft Entra, and enterprise-level application support
  • Working in an IT support environment within a healthcare setting
• Associate’s degree from an accredited institution required
  • In lieu of the required degree, a minimum of two (2) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above.
  • Bachelor’s degree in a related field from an accredited institution preferred
• IT certifications such as CompTIA A+/Network+/Security+, ITIL v4, or Microsoft Certified Fundamentals (AZ-900, etc.) strongly preferred

Key Qualifications

• Valid California Driver’s License preferred
• Advanced knowledge and solid understanding of:
  • Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications
  • Client/Server applications using relational databases
  • Proficiency with Microsoft Windows operating system, M365 Microsoft Office Suite; 2013/2016/2019/Office products: Word, Excel, PowerPoint, and Access
  • PowerShell/scripting experience
  • Citrix/VDI/VDA knowledge
  • Networking concepts (TCP/IP, DNS, VPN)
  • Familiarity with ITSM tools and ticketing systems
  • ITIL, CMDB, Problem/Change/Release Management understanding
• Customer Services skills: Delivers exception service and support to internal stakeholders
• Problem Solving skills: Demonstrates analytical thinking and resourcefulness in resolving technical issues and troubleshooting
• Excellent written and verbal communication skills
• Strong documentation skills and organizational skills.
• Proven ability to:
  • Communicate with ease in front of large audiences of senior IT and communications personnel
  • Possess a strong attention to detail
  • Work effectively across teams to achieve shared goals
  • Thrive in a dynamic, fast-paced environment with the ability to be adaptable