Senior IT Service Desk Lead - Incident Management

Lehigh Valley Health Network, Inc.; Allentown (Lehigh County); On-site; USD 60,000 - 90,000; Full time

Job summary

Lehigh Valley Health Network is seeking a seasoned IT Support professional to provide technical assistance across the organization. You will troubleshoot hardware, software, security, and network issues, manage tickets, and ensure cybersecurity and compliance policies are followed.

You will lead major incidents, mentor Level 1 staff, and collaborate with IS&T teams to improve service levels, workflows, and knowledge resources, driving quicker resolutions and higher user satisfaction.

Qualifications

• High School Diploma or GED required.
• 5 years related work experience.

Responsibilities

• Provides support for software, hardware, security, network problems via multiple channels and documents all activity in the service management system.
• Serves as team lead and coordinator for major incident management and assists management with workforce and quality management analysis to improve service level metrics and team performance.
• Provides training and coaching to level 1 team members and serves as escalation point and liaison to IS&T teams for knowledge transfer and issue management and resolution.
• Coordinates with other IS&T team members to escalate and resolve issues based on priority and severity.
• Documents resolutions and contributes to knowledge base to address commonly reported problems and troubleshooting steps.
• Participates in continual improvement efforts to enhance IS&T and service desk systems and workflows.

Skills

Customer service

Team leadership

Incident management

Training coaching

Documentation

Cybersecurity policies

Education

High School Diploma/GED

Job description

Lehigh Valley Health Network is seeking a seasoned IT Support professional to provide technical assistance across the organization. You will troubleshoot hardware, software, security, and network issues, manage tickets, and ensure cybersecurity and compliance policies are followed.

You will lead major incidents, mentor Level 1 staff, and collaborate with IS&T teams to improve service levels, workflows, and knowledge resources, driving quicker resolutions and higher user satisfaction.