IT Service Operations Lead

Temple-Health; Philadelphia (Philadelphia County); Hybrid; USD 85,000 - 100,000; Full time

Job summary

Temple Health is seeking a Help Desk Lead to supervise and guide the IT help desk team, ensuring efficient incident handling and customer support. The role collaborates with business units and staff to resolve Tier 1 issues and improve service quality.

The position requires a Bachelor’s Degree in computer science or related field or an equivalent combination of education and experience. Hybrid work with three on-site days weekly (Tue–Thu) is offered.

Qualifications

• Bachelor’s Degree in Computer Science or related field (Required) or
• Combination of relevant education and experience may be considered in lieu of degree (Required)
• 2 years Help Desk Lead experience (Required)
• 5 years' experience and knowledge of Help Desk operations with a PC orientation, PC support activities, and customer support role with extensive application knowledge (Required)
• 5 years' experience with Windows operating systems, common PC applications including but not limited to MS Office Suite (Required)
• 2 years' experience with facilitating Major Incident Management calls (Required)
• 2 years' experience performing or managing Change Management, Problem Management functions (Required)
• 2 years' experience liaising with Managed Service Desk partners (Required)

Responsibilities

• Leads team members, providing guidance and collaborating with the business and staff.
• Provides technical support and troubleshooting assistance to end-users.
• Identify, diagnose, categorize and troubleshoot Tier 1 problems and advises on appropriate action.
• If necessary, redirects problems or request to appropriate personnel for resolution.
• Informs management of recurring problems.
• Documents, resolves, and follows up on end user incidents and request utilizing Help Desk tracking tools and collaborating with other team members and departments.
• Follows established Help Desk policies and procedures and utilizes an automated system to support the Help Desk activities, including documentation on incident resolution, customer support responsiveness, and the logging of service request.
• Coordinates activities with help desk staff and assists with scheduling to ensure the help desk is operational during scheduled hours.

Skills

Help Desk Leadership

Troubleshooting

Incident Management

Change Management

Customer Support

Education

Bachelor’s Degree in Computer Science or related field

Combination of education and experience may be considered in lieu of degree

Tools

Windows operating systems

MS Office Suite

Help Desk tracking tools

Job description

Weekly Hours

40.00

Schedule

Full-Time

Shift

Day Shift

Leads team members, providing guidance and collaborating with the business and staff. Provides technical support and troubleshooting assistance to end-users. Identify, diagnose, categorize and troubleshoot Tier 1 problems and advises on appropriate action. If necessary, redirects problems or request to appropriate personnel for resolution. Informs management of recurring problems. Documents, resolves, and follows up on end user incidents and request utilizing Help Desk tracking tools and collaborating with other team members and departments. Follows established Help Desk policies and procedures and utilizes an automated system to support the Help Desk activities, including documentation on incident resolution, customer support responsiveness, and the logging of service request. Coordinates activities with help desk staff and assists with scheduling to ensure the help desk is operational during scheduled hours.

This role will be a hybrid position, requiring three days on site (Tuesday, Wednesday and Thursday).

Education

• Bachelor’s Degree in Computer Science or related field (Required) or
• Combination of relevant education and experience may be considered in lieu of degree (Required)

Experience

• 2 years Help Desk Lead experience (Required)
• 5 years' experience and knowledge of Help Desk operations with a PC orientation, PC support activities, and customer support role with extensive application knowledge (Required)
• 5 years' experience with Windows operating systems, common PC applications including but not limited to MS Office Suite (Required)
• 2 years' experience with facilitating Major Incident Management calls (Required)
• 2 years' experience performing or managing Change Management, Problem Management functions (Required)
• 2 years' experience liaising with Managed Service Desk partners (Required)

Your Tomorrow is Here!

Temple Health is a dynamic network of outstanding hospitals, specialty centers, and physician practices that is advancing the fight against disease, pushing the boundaries of medical science, and educating future healthcare professionals. Temple Health consists of Temple University Hospital (TUH), Fox Chase Cancer Center, TUH-Jeanes Campus, TUH-Episcopal Campus, TUH-Northeastern Campus, Temple Physicians, Inc., and Temple Transport Team. Temple Health is proudly affiliated with the Lewis Katz School of Medicine at Temple University.

To support this mission, Temple Health is continuously recruiting top talent to join its diverse, 10,000 strong workforce that fosters a healthy, safe and productive environment for its patients, visitors, students and colleagues alike. At Temple Health, your tomorrow is here!

Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.