Senior Service Desk Lead — Remote IT Support

Shriners Children’s Hospital; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Shriners Children’s Hospital is seeking a Service Desk Analyst II to provide senior-level technical support for software applications, hardware, and information systems across the organization in a remote capacity. You will back up the Department Manager and help coordinate daily Service Desk operations.

The role requires strong ITIL-based incident management, Windows/M365 expertise, and healthcare IT experience, with opportunities to mentor staff and develop end-user documentation and training

Qualifications

• Minimum of 5 years of IT Service Desk or equivalent experience.
• Experience utilizing ITIL in incident, request, knowledge, major incident management and change management.
• Proficient in troubleshooting Microsoft Windows operating systems, Microsoft 365, desktops, laptops, and peripherals.
• Strong communication and customer service skills with the ability to document issues clearly.
• Experience in healthcare or enterprise environments is preferred.

Responsibilities

• Serve as a senior resource in the Service Desk, providing backup to the Department Manager.
• Support daily Service Desk operations including staffing, scheduling, workload distribution, and coverage.
• Monitor, triage, and resolve incidents and service requests within SLAs; audit for quality and accuracy.
• Mentor and train staff; share best practices and improve processes.
• Provide end-user training and maintain end-user documentation for applications and systems.

Skills

ITIL Incident Management

Windows OS Support

Microsoft 365

Remote Support Tools

Customer Service

Ticketing Systems

Education

High School Diploma/GED

Bachelor’s Degree in IT/CS

Tools

Epic/ EHR Support Tools

Service Desk Ticketing System

Remote Access/VPN

Job description

Shriners Children’s Hospital is seeking a Service Desk Analyst II to provide senior-level technical support for software applications, hardware, and information systems across the organization in a remote capacity. You will back up the Department Manager and help coordinate daily Service Desk operations.

The role requires strong ITIL-based incident management, Windows/M365 expertise, and healthcare IT experience, with opportunities to mentor staff and develop end-user documentation and training