Lead Service Desk Technician

Department :

Information Systems / IT

Schedule / Status :

8 : 00am-4 : 30pm; Full time

Standard Hours / Week :

40

General Description :

The Lead Service Desk Technician is responsible for demonstrating Parrish Healthcare's Culture of Choice®, overseeing the daily operations of the service desk, ensuring efficient and timely resolution of technical issues, and providing exceptional customer support. The Service Desk Lead serves as the primary point of contact for all service desk escalations and will lead a team of service desk technicians. The Service Desk Lead is primarily located at Parrish Medical Center but may respond to remote locations if needed.

The position shall exemplify the desired Culture of Choice® and philosophies of Parrish Healthcare.

Key Responsibilities :

• Oversee IT Service Management (ITSM) of the service desk, including configuration and deployment of service desk platform(s).
• Develop and maintain service desk procedures, knowledge base articles, and documentation for consistent and efficient problem-solving.
• Ability to craft non-standardized approaches when standards cannot be applied.
• Work as in-house consultant and research standards-based approaches to existing software and hardware.
• Manage and prioritize service desk tickets, ensuring prompt resolution and adherence to service level agreements (SLAs).
• Monitor and report on service desk performance metrics, identifying areas for improvement and implementing corrective actions.
• Serve as an escalation point for complex technical issues, working closely with other IT teams and vendors to facilitate timely resolution.
• Coordinate and lead service desk projects, including system upgrades, process improvements, and implementation of new tools or technologies.
• Evaluate software and hardware functionality in relation to user needs.
• Write software and hardware evaluation and recommendation for director review.
• Write or revise user-training manuals and procedures.
• Develop training materials, such as exercises and visual displays.
• Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.
• Supervise a team of service desk technicians, providing guidance, coaching, and performance feedback.
• Collaborate with other IT teams to ensure seamless integration and coordination of service desk activities with broader IT initiatives.
• May be required to drive / travel as part of assigned shift to perform duties.
• Foster a customer-centric culture within the service desk team, promoting excellent customer service and effective communication.
• Conduct office automation feasibility studies, including workflow analysis, space design, and cost comparison analysis.
• Knows fire, disaster and safety procedures and regulations as it pertains to the work area.
• Performs similar or related duties as assigned.

Requirements : Formal Education :

Associate's Degree, and / or other two-year College equivalent required (A combination of experience and certifications may be considered).

Work Experience :

1 year to

Required Licenses, Certifications, Registrations :

AXELOS [ITIL Foundation] is required within one (1) year of employment

One of the following required within one (1) year of employment :

CompTIA [CompTIA A+,

CompTIA Network+,

CompTIA Server+,

CompTIA Security+,

CompTIA Cloud+,

CompTIA Project+] or other related certification approved by leadership and HR.

Full Time Benefits :

Eligible to participate in a number of PMC-sponsored benefits, including :

Benefits Start on Day 1

Health, Dental and Vision Insurance

403(b) Retirement Program

Tuition Reimbursement / Educational Assistance

EAP, Flex Spending, Accident, Critical and Other Applicable Benefits

Annual Accrual of 152 Personal Leave Bank (PLB) Hours

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Parrish Healthcare is a caring community of healthcare professionals passionate about excellence and fulfilling our mission of providing Healing Experiences For Everyone All The Time®.

Parrish Healthcare has a Culture of Choice®. This means a we have a healing work environment that empowers people to aspire to be their very best. We partner passionate, talented and skilled people in the right role with the right resources. We provide a clear and strategic direction to achieve superior results on behalf of the communities we serve.