Senior Service Desk Tech – Healthcare IT Lead

The Iowa Clinic; West Des Moines (IA); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

401(k) program

Profit sharing

Paid holidays

Health insurance

Dental insurance

Vision insurance

Training & development

Team events

Job summary

The Iowa Clinic in West Des Moines, IA is seeking a Service Desk Technician III to serve as the senior escalation point and lead PC deployments across clinic locations. You will manage FreshService forms, workflows, and ITSM processes, coordinate CAB changes, and guide incident response efforts from onset to resolution.

The role requires 4+ years in service desk or desktop support with at least 2 years in a lead capacity, plus healthcare IT experience.

Qualifications

• Bachelor degree in Information Technology or related field preferred.
• Associate degree with substantial service desk leadership experience may be considered.
• 4+ years in service desk or desktop support roles, with at least 2 years in a senior or lead capacity.
• Healthcare IT experience strongly preferred.

Responsibilities

• Serve as the senior escalation point for complex technical issues involving endpoints, applications, identity management, and connectivity.
• Lead onsite PC deployments, hardware lifecycle initiatives, and technical projects across clinic locations.
• Support FreshService administration, including forms, workflows, tasks, approvals, and IT service management processes.
• Coordinate change management activities, including CAB meetings, change scheduling, approvals, and post-implementation reviews.
• Lead major incident response efforts, coordinating communications, escalations, and post-incident reviews.
• Monitor and report on service desk performance metrics, including SLAs, ticket volume, and first-call resolution.
• Mentor and support Service Desk team members through training, coaching, and ticket quality reviews.
• Partner with IT teams to support cross-functional initiatives and new service implementations.
• Participate in an on-call rotation and provide senior-level after-hours support as needed.
• Balance responsibilities across technical support, onsite technology work, service management activities, and continuous improvement efforts.
• Perform other duties as assigned.

Skills

Service desk leadership

Healthcare IT experience

Senior/lead support

Education

Bachelor's degree in IT or related field

Associate degree with leadership experience

Tools

FreshService

ITIL 4 Foundation

Job description

The Iowa Clinic in West Des Moines, IA is seeking a Service Desk Technician III to serve as the senior escalation point and lead PC deployments across clinic locations. You will manage FreshService forms, workflows, and ITSM processes, coordinate CAB changes, and guide incident response efforts from onset to resolution.

The role requires 4+ years in service desk or desktop support with at least 2 years in a lead capacity, plus healthcare IT experience.