Service Desk Lead: Drive IT Support & SLA Excellence

Amergis Healthcare Staffing; Columbia (MD); Vor Ort; USD 80.000 - 110.000; Vollzeit

Benefits dieser Stelle

Medical/Dental/Vision

401(k) with match

Paid time off

Educational assistance

Parental leave

Zusammenfassung

Amergis Healthcare Staffing is seeking a Team Lead - Service Desk to direct the Service Desk team, ensure rapid incident resolution, and uphold SLAs across IT services. You will coordinate with Infrastructure, Security, Applications, Data, HR, and operations to support end-user systems.

You will mentor analysts, develop procedures, and drive continuous improvement while tracking KPIs and reporting on performance. A strong customer-service focus and ITIL understanding are essential.

Qualifikationen

• Bachelor's degree in Information Technology, Information Systems, Business Administration, or related field.
• 2+ years of progressive IT support or Service Desk experience.
• Experience with Microsoft 365, Active Directory, Windows OS, and enterprise apps.

Aufgaben

• Leads daily Service Desk operations and ensures timely incident resolution.
• Escalates complex issues to Tier 1/2 and coordinates cross-team resolutions.
• Monitors ticket queues, SLAs, and workload distribution; reports metrics.

Kenntnisse

IT support

ITSM platforms

ITIL knowledge

Customer service

English communication

Ausbildung

Bachelor's degree in IT / IS / Business Admin

Tools

ServiceNow

Freshservice

Jira Service Management

Zendesk

Jobbeschreibung

The Team Lead - Service Desk is responsible for the direct supervision, development, and daily operational management of the Amergis Service Desk team. This role ensures the delivery of high-quality technical support services to internal employees and business stakeholders across the organization. The Team Lead oversees incident management, service request fulfillment, problem resolution, knowledge management, and continuous service improvement initiatives.

The Team Lead serves as the primary escalation point for complex technical issues while driving exceptional customer service, operational efficiency, and adherence to established service level agreements (SLAs). This position collaborates closely with Infrastructure, Security, Enterprise Applications, Data & Analytics, Human Resources, and business operations teams to ensure effective support of Amergis technology platforms and end-user systems.

Essential Duties And Responsibilities

• Leads the daily operations of the Service Desk team, ensuring timely resolution of incidents, service requests, and technical support issues
• Serves as an escalation point for Tier 1 and Tier 2 support issues, coordinating resolution efforts across technical teams as needed
• Monitors and manages service desk ticket queues, workload distribution, escalation processes, and SLA compliance
• Provides coaching, development, performance management, and technical mentorship to Service Desk analysts and support personnel
• Develops and maintains service desk procedures, support documentation, knowledge base articles, and operational standards
• Identifies trends within support tickets and implements corrective actions to reduce recurring incidents and improve service quality
• Collaborates with Infrastructure, Security, Applications, Data, and Vendor partners to support business-critical systems and technologies
• Participates in incident response efforts, outage communications, root cause analysis, and post-incident reviews
• Supports onboarding, offboarding, user provisioning, access management, hardware deployment, and software support processes
• Facilitates problem-solving and requirements gathering sessions with business stakeholders and technology teams
• Tracks and reports on key performance indicators including ticket volume, response times, resolution metrics, customer satisfaction, and team productivity then implements plans to improve if necessary
• Supports implementation of new technology solutions through communication, training, documentation, and operational readiness activities
• Identifies opportunities to automate support processes and improve the end-user experience
• Assists leadership in developing service strategies, operational roadmaps, and support models aligned with business objectives
• Maintains awareness of emerging technologies, service management best practices, and organizational support needs
• Acts as a positive influence and role model on the team, contributing to employee engagement, collaboration, and overall team success
• Performs other duties as assigned
  
  

Minimum Requirements

• Bachelor's degree in Information Technology, Information Systems, Business Administration, or related field preferred
• 2+ years of progressive IT support, Service Desk, Help Desk, End User Support or related experience required
• Experience supporting Microsoft 365, Active Directory, Windows operating systems, endpoint management tools, collaboration platforms, and enterprise business applications
• Experience using IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, Zendesk, or similar tools preferred
• Understanding of ITIL service management principles and incident, problem, change, and knowledge management processes
• Strong customer service orientation with excellent verbal and written communication skills
• Demonstrated ability to prioritize and manage multiple issues in a fast-paced environment
• Strong analytical and troubleshooting skills with attention to detail
• Proficiency with Microsoft Office applications including Outlook, Teams, Excel, Word, and PowerPoint
• Ability to effectively elicit and provide information to supervisors, coworkers, vendors, and employees through strong communication skills; proficiency in the English language is required
  
  

Preferred Qualifications

• 2+ years of leadership, supervisory, or team lead experience
• Experience using IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, Zendesk, or similar tools
• Understanding of ITIL service management principles and incident, problem, change, and knowledge management processes
• Experience supporting remote and hybrid work environments
• Experience with identity and access management processes
• Experience supporting enterprise applications including ATS, CRM, ERP, financial, and workforce management systems
• Experience developing operational metrics, dashboards, and performance reporting
  
  

Benefits

At Amergis, we firmly believe that our employees are the heartbeat of our organization and we are happy to offer the following benefits:

Medical/Prescription, Dental, Vision, Health Advocacy, Health Savings Account

401 (k), 401(k) Company Match, Profit Sharing

Short Term Disability, Long Term Disability, Primary Caregiver Leave, Parental Leave

Educational Assistance Program, College Partnership Program

Paid Time Off/Company Holidays

• Benefit eligibility is dependent on employment status. A full list of benefits will be provided upon request. Full Benefits List
  
  

Amergis is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

This posting will remain active on job boards for 5 days from date of posting unless there is a good faith basis to extend the posting date.

Please note that this pay range represents a good faith estimate of the compensation that will be offered for this position based on the circumstances. The actual pay offered to a successful candidate will take into account a wide range of factors, including but not limited to location, experience, and other variable factors.

"Pursuant to the San Francisco Fair Chance Initiative, Amergis will consider for employment qualified applicants with arrest and conviction records"