Remote IT Service Desk Lead | ITIL Expert & Mentor

US Urology Partners; Tennessee; A distancia; USD 75.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, vision plans

HSA / FSA option

401(k) matching

Employee Assistance Program (EAP)

Descripción de la vacante

US Urology Partners is seeking an IT Service Desk Specialist III to lead remote technical support for 1000+ associates. You will manage ITIL-aligned processes, mentor staff, and partner with teams to improve service delivery in a healthcare context.

The role requires 8+ years IT support, strong ITIL/ITSM knowledge, and hands-on experience with ServiceNow, Jira, and other platforms. Remote work with potential travel and a focus on customer satisfaction is offered.

Formación

• Bachelor's degree or equivalent work experience in IT
• 8+ years IT support experience preferred
• Strong ITIL / ITSM understanding and hands-on practice

Responsabilidades

• Lead and deliver ITIL-aligned Incident, Service Request, Problem, and Change Management
• Develop and track service desk metrics (SLAs, KPIs, FCR, response/resolution times, CSAT)
• Act as escalation point for complex technical issues and coordinate with users, internal teams, vendors and managers
• Create and maintain knowledge base, SOPs and runbooks
• Conduct regular training for Service Desk staff on ITIL/ITSM best practices
• Drive continuous improvement using feedback and performance data
• Perform Root Cause Analysis for recurring incidents and implement long-term fixes
• Collaborate with infrastructure, application and security teams to implement preventive measures
• Promote automation and self-service to reduce manual work
• Coordinate with IT Service Delivery Manager on delivery goals
• Communicate outages/emergencies to organization when needed

Conocimientos

ITIL knowledge

ITSM processes

Escalation leadership

ServiceNow

Jira

BMC Remedy

Freshservice

Windows OS

Office 365

Active Directory

RingCentral / VOIP

Networking basics

Remote support tools

Educación

Bachelor's degree in Information Technology, Computer Science, or related field

Herramientas

ServiceNow

Jira

BMC Remedy

Freshservice

Descripción del empleo

US Urology Partners is seeking an IT Service Desk Specialist III to lead remote technical support for 1000+ associates. You will manage ITIL-aligned processes, mentor staff, and partner with teams to improve service delivery in a healthcare context.

The role requires 8+ years IT support, strong ITIL/ITSM knowledge, and hands-on experience with ServiceNow, Jira, and other platforms. Remote work with potential travel and a focus on customer satisfaction is offered.