Job Summary
The role involves leading and coordinating the Help Desk team, offering direction and ensuring adequate coverage throughout designated operational hours. The position focuses on supervising Tier 1 troubleshooting efforts, documenting incident and service requests along with their resolutions, escalating issues when necessary, and communicating about recurring challenges.
Responsibilities
- Manage Help Desk personnel, ensuring effective guidance and team coverage.
- Oversee Tier 1 troubleshooting processes and maintain documentation related to incidents and service requests.
- Handle issue escalation and facilitate communication concerning ongoing problems.
Qualifications
- A bachelor’s degree in Computer Science or a comparable field, or a relevant combination of education and experience.
- A minimum of 5 years of experience in Help Desk operations, with specific expertise in Windows/PC support.
- At least 2 years of experience in Help Desk leadership positions, as well as in roles involving major incident management, change management, and collaboration with managed service desk partners.
Temple Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
