IT Service Desk Shift Lead - Knowledge & SLA Champion

Inland-Empire-Health-Plan-; Rancho Cucamonga (CA); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

On-site fitness center

Medical and dental insurance

Career advancement opportunities

Wellness programs

Flexible Spending Account

CalPERS retirement

457(b) contribution match

Paid life insurance

Pet care insurance

Job summary

Inland Empire Health Plan in Rancho Cucamonga seeks an IT Service Desk Shift Lead to oversee reliable support for IT services across the organization. This role is vital in ensuring effective operations and enhancing user experience by implementing ITIL best practices.

The ideal candidate will guide tiered support staff and facilitate a culture of continuous improvement, ensuring high-quality standards and efficient service delivery.

Qualifications

• Bachelor's degree in IT or related field required.
• 5+ years in IT support with a focus on service desk management.
• Strong understanding of ITIL 4 and SLA monitoring.

Responsibilities

• Manage front-line support operations and ensure service delivery.
• Coordinate incident management and problem resolution.
• Mentor and develop Service Desk Specialists.

Skills

Tier 1–3 support

ITIL principles

Process optimization

Team leadership

Knowledge center practices

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Excel

M365

Job description

Inland Empire Health Plan in Rancho Cucamonga seeks an IT Service Desk Shift Lead to oversee reliable support for IT services across the organization. This role is vital in ensuring effective operations and enhancing user experience by implementing ITIL best practices.

The ideal candidate will guide tiered support staff and facilitate a culture of continuous improvement, ensuring high-quality standards and efficient service delivery.