Senior IT Service Desk Lead – Incident Management & Training

Lehigh Valley Hospital, Inc.; Allentown (Lehigh County); On-site; USD 60,000 - 85,000; Full time

Job summary

Lehigh Valley Health Network in Allentown, PA is seeking an experienced IT Support Specialist to provide end-user technical assistance across the organization, ensuring smooth operation of systems and resolving hardware and software issues.

You will lead major incidents, coordinate with IS&T teams, train level 1 staff, and help improve service desk processes while adhering to cybersecurity policies.

Qualifications

• High School Diploma/GED required.
• 5 years of related work experience.
• Strong PC, mobile device, and network troubleshooting skills.
• Ability to work well in a team and self-motivate.
• Detail-oriented with data analysis and problem-solving abilities.
• Capable of managing multiple priorities in a fast-paced environment.

Responsibilities

• Provides end-user support for software, hardware, security, network problems via multiple channels, documents activity in the service management system, and adheres to cybersecurity policies.
• Leads major incidents and coordinates with IS&T teams to improve service levels and performance.
• Provides training and coaching to level 1 team members and serves as escalation point for knowledge transfer and issue resolution.
• Coordinates with IS&T team members to resolve issues quickly based on priority and severity.
• Documents resolutions and contributes to knowledge base for common problems and steps.
• Participates in continual improvement efforts to enhance IS&T and service desk workflows.

Skills

Technical support

Incident management

Team leadership

Data analysis

Networking

Device troubleshooting

Prioritization

Education

High School Diploma/GED

Job description

Lehigh Valley Health Network in Allentown, PA is seeking an experienced IT Support Specialist to provide end-user technical assistance across the organization, ensuring smooth operation of systems and resolving hardware and software issues.

You will lead major incidents, coordinate with IS&T teams, train level 1 staff, and help improve service desk processes while adhering to cybersecurity policies.