Service Desk Lead & Training Coach

University of Maryland Medical System; Columbia (MD); On-site; USD 48,000 - 73,000; Full time

Job summary

University of Maryland Medical System seeks a Training Lead for the Service Desk to mentor staff, onboard new team members, and elevate customer service standards across IT Support. You will guide learning, propose process improvements, and ensure effective incident communications in a fast-paced enterprise environment.

The role emphasizes coaching, knowledge management, and performance-based training for a distributed Service Desk with attention to security procedures and stakeholder engagement.

Qualifications

• Bachelor's degree or equivalent education and experience in computer science, information systems, business management, education or related field.

Responsibilities

• Mentor and coach the Service Desk team to meet or exceed customer expectations.
• Provide training recommendations and schedule training to address gaps.
• Ensure major incidents are escalated and communications to end-users are sent appropriately.
• Maintain and update the Service Desk Knowledge Base with relevant articles.

Skills

Coaching & Training

Customer Service

Communication Skills

Problem Solving

ITIL knowledge

Education

Bachelor's degree in CS/IT/IS/Business/Education

Tools

Cherwell

ServiceNow

Remedy

Job description

University of Maryland Medical System seeks a Training Lead for the Service Desk to mentor staff, onboard new team members, and elevate customer service standards across IT Support. You will guide learning, propose process improvements, and ensure effective incident communications in a fast-paced enterprise environment.

The role emphasizes coaching, knowledge management, and performance-based training for a distributed Service Desk with attention to security procedures and stakeholder engagement.