Senior IT Service Desk Lead & Training Champion

Public Health Management Corporation; Philadelphia (Philadelphia County); On-site; USD 70,000 - 90,000; Full time

Job summary

Public Health Management Corporation in Philadelphia is seeking an IT Service Desk Lead to mentor and guide the service desk team, bridging IT management and front-line staff. The role emphasizes improving support processes, tracking issues, and ensuring consistent delivery aligned with SOPs and SLAs.

The successful candidate will collaborate with IT management to research and implement improved support methods, manage workload, and communicate progress to leadership while maintaining high

Qualifications

• Five to eight years of professional IT help desk or customer support experience required.
• Preferred: Bachelor’s degree in a technology major from an accredited institution of higher learning.
• Preferred: IT-related certifications, especially ITIL.

Responsibilities

• Establish and implement training protocols for service desk technologies.
• Ensure all team resources follow change management procedures.
• Participate in system reviews, analysis, and other process functions as required by management.
• Perform support functions according to change management processes and procedures.
• Set support criteria and metrics for service desk workflow and performance management.
• Collaborate with project teams, application and network support specialists, and users to ensure efficient system functionality.
• Develop and maintain SOPs and SLAs with basic delivery estimates for common tasks.
• Be responsible for the service desk team’s delivery in line with SOPs and SLAs.
• Communicate status through the support cycle and report to the manager.
• Track progress and quality of service desk work using ticketing tools and other available resources.
• Drive accountability for all time and work entries in the system.
• Propose improvements to department processes with a constructive attitude.
• Keep IT management informed about challenges affecting business relations.
• Perform other related duties as required by management.

Skills

Hardware knowledge

Attention to detail

Organizational skills

Education

Bachelor’s degree in IT

ITIL certification

Job description

Public Health Management Corporation in Philadelphia is seeking an IT Service Desk Lead to mentor and guide the service desk team, bridging IT management and front-line staff. The role emphasizes improving support processes, tracking issues, and ensuring consistent delivery aligned with SOPs and SLAs.

The successful candidate will collaborate with IT management to research and implement improved support methods, manage workload, and communicate progress to leadership while maintaining high