Service Desk Lead Agent

Summary of Essential Functions

The Service Desk Team Lead serves as a working lead responsible for coordinating daily Service Desk operations while providing guidance, coaching, and quality oversight to team members. This role acts as the operational bridge between frontline support staff and Service Desk leadership, ensuring SLA performance, effective ticket handling, and adherence to ITSM processes. The Team Lead partners with the Service Desk Manager to support continuous improvement efforts and assumes day-to-day operational authority for the Service Desk during assigned shifts.

Educational Requirements

• High school diploma or equivalent required.
• Must be able to communicate effectively in English, both verbally and in writing.

• Associate degree in Information Technology or related field preferred; equivalent experience acceptable.

   

Knowledge/Skills/Abilities

• Solid understanding of IT operations, EMR systems, and troubleshooting techniques.
• Proficiency in ITSM tools such as ServiceNow, including ticket lifecycle management and documentation standards.
• Familiarity with contact center platforms (e.g., Five9), including call monitoring, reporting, and performance analysis.
• Working knowledge of telecommunication systems, paging platforms, and alarm/annunciator monitoring systems in a healthcare environment.
• Strong customer service and communication skills with the ability to model expected behaviors.
• Ability to direct daily work activities and prioritize workload in a fast-paced environment.
• Experience coaching and mentoring team members.
• Sound judgment in incident triage, prioritization, and escalation decisions.
• Working knowledge of ITIL principles and service management processes.

• Strong organizational, analytical, and documentation skills.

   

Preferred Qualifications

• 1–3 years of Service Desk or technical support experience.
  • ITIL Foundations, CompTIA A+, or similar certifications.
  • Healthcare IT or hospital environment experience.

  • Prior informal leadership or training experience.

     

Duties and Responsibilities

• Frontline Support: Provides direct support for incidents and service requests as needed, particularly during high volume or staffing shortages.
• Daily Operations Leadership: Directs real-time Service Desk activities, including workload distribution, queue balancing, and shift coordination.
• SLA Ownership: Accountable for meeting service level targets during assigned shifts; proactively addresses delays or bottlenecks.
• Queue Management: Monitors ticket queues for accuracy, prioritization, and aging; ensures proper routing and resolution timelines.
• Escalation Management: Serves as the primary escalation point for Service Desk staff; resolves issues at the lowest level before engaging leadership.
• Incident Coordination: Leads initial coordination of low to moderate incidents, ensuring communication and progress tracking.
• Call Quality Assurance: Performs structured call monitoring and evaluation using contact center platforms (e.g., Five9). Provides actionable feedback to improve First Call Resolution (FCR), customer experience, and adherence to communication standards.
• Emergency Communications Support: Supports operator functions including call routing, overhead paging for codes and critical communications, secure messaging, and monitoring of annunciator and alarm systems. Ensures timely and accurate communication during urgent and emergent situations.
• Quality Assurance: Reviews tickets and interactions to ensure adherence to documentation standards and service expectations.
• Coaching and Feedback: Provides ongoing coaching and real-time feedback to improve technical skills, communication, and process adherence. Documents performance concerns and trends and escalates them to the Service Desk Manager for review and formal action as appropriate.
• Training Support: Assists with onboarding and reinforcing standard tools and processes.
• Communication: Maintains clear communication across shifts regarding outages, issues, and operational priorities.
• Process Adherence: Reinforces ITSM processes including Incident, Request, and Knowledge Management standards.
• Continuous Improvement: Identifies trends, recurring issues, and process gaps; provides actionable recommendations to leadership.
• Reporting Support: Assists the Manager in collecting operational data and identifying performance trends.