Service Desk Team Lead – Healthcare IT

About the role

The Service Desk Team Lead will oversee daily operations of the hospital’s IT Service Desk, acting as the primary contact for clinicians and administrative staff needing technical assistance. This position blends hands‑on support with leadership to ensure rapid, high‑quality resolution of incidents and service requests.

Key responsibilities

• Manage incident, request, problem and change processes within an ITIL‑aligned framework.
• Monitor ticket queues, enforce SLA compliance, and drive first‑contact resolution.
• Coach, schedule, and evaluate Service Desk staff, fostering continuous improvement.
• Collaborate with internal IT teams, vendors, and clinical stakeholders to maintain system reliability.
• Generate performance metrics and reports to guide service enhancements.

Required profile

• Minimum 3‑year college diploma or degree in a relevant field.
• ITIL Foundation certification (or higher) preferred.
• 3‑5 years of experience in an IT service desk or technical support role.
• 1‑2 years of supervisory or team‑lead experience.
• Experience in a healthcare environment and familiarity with HIS/EMR systems such as MEDITECH is a strong asset.

Required skills

• ITIL service‑management processes (incident, request, problem, change).
• Service desk tools – e.g., HaloITSM or equivalent ticketing system.
• Desktop, laptop, mobile device, and peripheral hardware support.
• Advanced troubleshooting and analytical problem‑solving.
• Knowledge of healthcare applications (MEDITECH, other EMR/HIS platforms).