IT Service Desk Lead

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AuthoraCare Collective is currently seeking an IT Service Desk Lead for our Greensboro campus. This is a full-time position Monday - Friday, 8:00am - 5:00pm with on-call responsibilities per schedule (every 5 weeks).

Job Summary:

The IT Service Desk Lead is responsible for the day-to-day operation, coordination, and continuous improvement of the IT Service Desk at AuthoraCare Collective (ACC). This role serves as the primary point of ownership for all incoming IT support requests, ensuring efficient triage, timely resolution, and a consistent, high-quality support experience for staff across the organization.

The Service Desk Lead functions as a player-coach, combining hands-on technical troubleshooting with operational oversight of the helpdesk. This position bridges the gap between IT Support Specialists and Systems Administrators by serving as the primary escalation point, improving ticket quality, and reducing unnecessary escalations.

Working closely with the Senior Director of Information Systems, this role ensures that IT support services align with organizational priorities, support clinical and operational workflows, and reflect a high standard of customer service and accountability. This role is accountable for the overall performance, flow, and quality of IT service desk operations.

Our team members enjoy the following benefits: Paid time off (PTO), Seven paid holidays, flexible work schedules, medical, dental, vision, disability, and life insurance. Employee engagement activities and 403B match after 12 months of service.

Education/Qualifications:

· Associate’s or Bachelor’s degree in Information Technology, Information Systems, or related discipline preferred

· 4+ years of IT support experience, including troubleshooting across endpoint, application, and user environments

· Experience in a healthcare or regulated environment preferred

· Demonstrated experience handling escalations and complex technical issues

· Experience with IT service management platforms (e.g., ServiceDesk Plus) preferred

· Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) preferred

Other: Valid state-issued driver's license required. Must carry automobile liability insurance at limits required by agency. Must have own transportation

Required Skills/Abilities

• Strong troubleshooting and diagnostic skills across endpoints, applications, and user workflows
• Excellent communication and customer service skills, particularly with non-technical users
• Ability to prioritize, triage, and manage multiple concurrent requests effectively
• Strong attention to detail in documentation and ticket management
• Ability to lead through influence, coaching, and accountability
• Ability to identify patterns, trends, and improvement opportunities in support operations
• Skilled decision-maker that works proactively in a high-pressure environment.
• Read, write, and speak in English; using telephones, computers and other mechanical means complete the recording and follow up documentation responsibilities of the job

Key Responsibilities

Service Desk Operations

• Own and manage the IT service desk queue, ensuring all tickets are properly triaged, assigned, and tracked
• Serve as the centralized point of coordination for incoming support requests (phone, ticket, walk-in)
• Ensure tickets are actively managed with clear ownership, timely updates, and appropriate prioritization
• Monitor service levels, ticket aging, and workload distribution; intervene as needed to maintain performance

Triage and Escalation Management:

• Serve as the primary escalation point for IT Support Specialists
• Diagnose and resolve complex technical issues across systems, devices, and applications
• Determine appropriate escalation to Junior or Senior Systems Administrators when necessary
• Improve the quality and completeness of escalated tickets

User Communication and Service Experience:

• Ensure consistent, clear communication to users regarding ticket status, timelines, and resolution
• Manage high-visibility or sensitive support issues impacting clinical or operational workflows
• Promote a high standard of service that builds confidence and reduces user frustration

Team Support and Development:

• Provide day-to-day guidance and coaching to IT Support Specialists
• Reinforce expectations for troubleshooting approach, documentation, and communication
• Identify skill gaps and support development through coaching, knowledge sharing, and training

Process Improvement and Documentation:

• Identify recurring issues and root causes; recommend and implement improvements
• Develop and maintain knowledge base articles, troubleshooting guides, and standard workflows
• Improve intake quality, categorization, and routing within the helpdesk system
• Recommend automation opportunities for common or repetitive requests

Reporting and Operational Insight:

• Track and report on helpdesk metrics, including ticket volume, resolution time, and escalation rates
• Identify trends, risks, and resource constraints
• Provide insights to IT leadership to support staffing, prioritization, and process improvements