Service Desk Team Lead

Monogram Health Inc; Tempe (AZ); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with matching

Paid time off

Parental leave

Employee discounts

Job summary

Monogram Health is seeking a Service Desk Team Lead to oversee daily operations, mentor a team of technicians, and ensure timely resolution of incidents. You will manage scheduling, monitor SLAs, and serve as the primary escalation point for complex problems while collaborating with IT and business units to align service delivery with organizational needs.

The role requires ITIL knowledge, strong leadership, and hands-on experience with ticketing platforms like Fresh Service, ServiceNow, Jira,

Qualifications

• Leadership experience overseeing service desk technicians.
• Solid knowledge of ITIL Incident, Problem, and Change Management.
• Hands-on experience with service desk/ticketing systems (Fresh Service, ServiceNow, Jira, Zendesk).
• Strong communication and conflict-resolution abilities.
• Ability to analyze metrics and drive performance improvements.

Responsibilities

• Supervise, mentor, and support a team of Service Desk Technicians.
• Manage scheduling, workload distribution, and performance evaluations.
• Foster a collaborative, customer-focused team culture.
• Provide training, guidance, and development opportunities.
• Lead logging, assignment, and resolution of service requests and incidents.
• Monitor SLAs and escalate issues as needed.
• Act as the primary escalation point for complex or urgent problems.
• Document incidents and solutions consistently and accurately.
• Identify recurring issues and coordinate root-cause resolution.
• Develop and maintain knowledge base articles and self-service resources.
• Collaborate with IT Service Desk Manager on process and tool improvements.
• Serve as the point of contact for escalated user concerns and updates.
• Communicate outages and incidents to business stakeholders.
• Build relationships with IT and business units to align desk operations.

Skills

Team leadership

ITIL processes

Service desk expertise

Analytical skills

Communication skills

Education

High school diploma or GED

Tools

Fresh Service

ServiceNow

Jira

Zendesk

Job description

The Service Desk Team Lead is responsible for overseeing the daily operations of the Service Desk, ensuring timely and effective resolution of technical issues, and providing exceptional customer support. This role combines leadership, process management, and hands-on technical expertise to drive service excellence and continuous improvement.

Responsibilities

• Supervise, mentor, and support a team of Service Desk Technicians.
• Manage scheduling, workload distribution, and performance evaluations.
• Foster a collaborative, customer-focused team culture.
• Provide training, guidance, and development opportunities.
• Leads the logging, assignment, and resolution of service requests and incidents.
• Monitor compliance with SLAs and escalate issues as needed.
• Act as the primary escalation point for complex or urgent technical problems.
• Ensure consistent and accurate documentation of incidents and solutions.
• Identify recurring issues and work with IT teams on root cause resolution.
• Develop and maintain knowledge base articles and self-service resources.
• In collaboration with the IT Service Desk Manager, develop and implement processes and tool improvements to enhance service delivery.
• Serve as the point of contact for escalated user concerns and service issues.
• Communicate effectively with business stakeholders regarding outages, incidents, and updates.
• Build strong relationships with IT and business units to align service desk operations with organizational needs.

Position Requirements

• High school diploma or GED required.
• Knowledge of ITIL processes (Incident, Problem, and Change Management).
• Hands-on experience with service desk/ticketing systems (e.g., Fresh Service, ServiceNow, Jira, Zendesk).
• Evidence of leadership, communication, and conflict-resolution skills.
• Ability to analyze metrics and drive performance improvements.
• Minimum of three (3) years of IT support experience, with at least one (1) year in a supervisory or lead role.
• A+ or ITIL Foundation certification preferred.
• Experience leading a team of 3-6 people in a service or help desk environment preferred.
• Technical background with knowledge of Windows, macOS, Azure, Active Directory, Office 365, and networking basics preferred.
• Inventory and asset management experience preferred.
• Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
• Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources
• Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
• Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts

About Monogram Health

Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.

Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.

Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.

Equal Opportunity Employer
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