TECHNICAL ENGINEER

Atos; Irving (TX); Presencial; USD 85.000 - 115.000; Jornada completa

Descripción de la vacante

Atos is seeking a Service Desk Process Analyst to oversee 24/7 IT Service Desk operations, coaching staff and serving as escalation point during incidents. The role emphasizes translating complex technical concepts into clear messages for business stakeholders and senior leaders, while maintaining calm leadership under pressure and ensuring SLA adherence across shifts.

Ideal candidates have a Bachelor’s degree in health informatics or IT, with 5+ years in healthcare tech and a proven supervisory

Formación

• Bachelor’s degree in Health Informatics, IT, Computer Science or related field.
• 5+ years in healthcare technology with 3+ years in supervisory/leadership roles.
• Excellent verbal and written communication and ability to translate technical concepts for diverse audiences.

Responsabilidades

• Supervise and support service desk operations to ensure high-quality customer service.
• Plan, schedule, and coordinate staff coverage to meet service level agreements.
• Serve as the primary voice of IT during major incidents with clear communications.

Conocimientos

Leadership & coaching

Communication

Service desk operations

ITSM / incident management

Performance metrics

Team collaboration

Stakeholder communication

Educación

Bachelor’s degree in Health Informatics / IT / Computer Science

Herramientas

ITSM ticketing systems

Descripción del empleo

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Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.

With more than 52,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand.
A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.

Atos Group is a global leader in digital transformation with c. 54,000 employees and annual revenue of c. €7.2 billion, operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.

Role /Job Title : Service Desk Process Analysts

Location:Chicago, IL Onsite,

Job type : Full time

Role Description / Job Summary

Service Desk Process Analyst to provide 24/7 supervisory coverage for our IT Service Desk and Desktop Support teams. These individuals will be accountable for team performance metrics, coaching team members, serving as the primary escalation point during their shift, and lead communications during major incidents. Department & Role Relationships

• Education: Bachelor’s degree in Health Informatics, IT, Computer Science, or a related field. Preferred Qualifications
• Experience: Typically 5+ years in healthcare technology, with 3+ years in a supervisory or leadership role. Knowledge, Skills, Abilities
• Exceptional verbal and written communication skills, including the ability to:
  o Translate complex technical concepts into clear, concise, and audience appropriate messaging.
  o Deliver accurate, confident mass communications messages under pressure during major incidents or service disruptions.
• Strong people leadership and coaching capability.
  o Ability to develop and sustain a cohesive, high performing team.
  o Skill in coaching, mentoring, and developing employees through observation, feedback, and hands on support.
  o Ability to foster accountability through trust, guidance, and clear expectations.
• Operational and strategic service desk expertise.
  o Understanding of Service Desk strategy, service management best practices, and relevant industry standards.
  o Ability to balance short term operational demands with long term direction and continuous improvement.
  o Knowledge of call center and ITSM ticketing systems, including performance monitoring and workflow optimization.
• Critical thinking and problem-solving skills.
  o Ability to analyze systems, workflows, and data to identify inefficiencies and recommend improvements.
  o Comfort in dynamic environments where priorities and information may change quickly.
• Strong organizational and time management skills.
  o Ability to manage multiple priorities while maintaining service quality and team morale.
  o Skill in setting the tone for the team through modeling professionalism, accountability, and calm leadership.
• Team-first mindset.
  o Commitment to collective success over individual metrics.
  o Willingness to collaborate across shifts and functions to improve overall service outcomes.

Responsibilities & Typical Duties

• Supervise and support service desk operations to ensure consistent, high-quality customer service.
  o Provide direct support to customers by troubleshooting issues and answering questions about products and services.
  o Manage call queues and ticket workflows, prioritizing work based on customer impact, urgency, and staff availability.
  o Monitor all open tickets, identify overdue issues, and ensure timely and effective resolution.
  o Guarantee high levels of customer satisfaction at every point of customer contact.
• Plan, schedule, and coordinate staff coverage to meet service level agreements.
  o Plan and schedule IT support staff to ensure optimal coverage across all help desk contact points.
  o Monitor assignments and performance to ensure workloads are balanced and service commitments are met.
  o Manage and optimize the Automatic Call Distribution (ACD) system, including user level changes, data analysis, and process improvement recommendations.
• Serve as the primary voice of IT during major incidents, delivering timely, accurate, and organization-wide communications.
  o Translate technical details into clear, jargon free written and verbal updates for business stakeholders, executives, and the broader organization.
  o Communicate confidently with technical subject matter experts and executive leadership, even when information is incomplete.
  o Remain calm, precise, and composed in high pressure, time sensitive situations

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.