Help Desk Team Leader- Information Systems

We are looking for highly motivated IT professionals to join our ever growing team here at Bingham. You must be willing and able to learn new skills and adapt to change often, as the medical field is ever changing. You must have good communication skills and be detail oriented. We have multiple providers and specialties and provide services in several of our surrounding areas. If you are looking for a rewarding and fulfilling career and enjoy fast paced environments this will be a good fit for you. 

JOB REQUIREMENTS
Minimum Education: College diploma or university degree in the field of computer science, information science, management information systems, or business administration preferred.
Minimum Work Experience: 2 years related work experience preferred, preferably within a healthcare setting.
Required Licenses / Certifications: BLS within 6 months of hire.
Required Skills, Knowledge, and Abilities: Working knowledge of printers, phones, and Windows based computer systems. Must communicate effectively, have good troubleshooting skills, work well in a team, and be open to learning new technologies. Appropriate ticket Escalation management skills. Ability to manage on-call schedules. Manage employee cell phone plans, phones, and lines. Ability to analyze phone and ticket metrics.  

BASIC PURPOSE OF THE JOB

Under the supervision of the IT Director, the Service Desk Team Lead will coordinate the efficient and effective operations of Service Desk services, including work direction and supervision of Service Desk Technicians and coordination with other information technology staff. 

This position is responsible for planning, assigning, and directing work; documenting and gaining approval for all service desk support procedures and system documentation; and assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to management. The Service Desk Lead develops regular reports on help desk contacts, ensures that service levels are met, identifies trends and makes recommendations for service improvements, and provides budgetary recommendations to management for service growth and/or improvement. 

ESSENTIAL FUNCTIONS

Lead and support a team of Service Desk Specialists with mentorship and expertise.  Maintain and monitor call queues and assist in planning / scheduling. Participate in the call and email ticket queues as needed, especially during high volumes.  Maintains records for installations, testing, preventative maintenance, and repairs. Maintains records for future equipment needs and replacements and communicates those needs to IT Director.  Actively participate in Department and Leadership Meetings.   Assist in the completion of IT Daily, Monthly, Quarterly, and Annual tasks.  Be a constant presence on the production floor to assist with questions or training needs.  Drive performance by encouragement and promoting a positive working environment. Reviewing customer satisfaction surveys and drafting action items to improve areas of concerns.  Provide monthly and annual reports to management detailing the operational effectiveness of the Service Desk team. Installs, tests, monitor and maintains workstations, printers, network terminals and other equipment and communication software. Provide support to employees in the use and computers, OS’s, its applications, its equipment peripherals and networked attached devices. Installs data communications equipment according to manufacturer's instructions. Demonstrates a good working relationship with various vendors for servicing and questions. Assists users throughout the facility; trouble-shoots problems. Manage and participate in the rotating IT on-call schedule. Performs routine repairs as needed. Demonstrates/provides thorough knowledge of electrical safety. Demonstrates thorough knowledge of computer hardware and software. Demonstrates thorough knowledge, maintenance, and repair of computer components. Documents all computer events. Performs additional tasks as assigned. Requires minimal supervision in performance of job duties; is a self-starter. Prioritizes responsibilities to ensure completion of duties. Communicates verbally and in writing in a clear and concise manner.

MENTAL AND EMOTIONAL REQUIREMENTS
Handles Multiple Priorities. Independent discretion/decision making. Makes decisions under pressure. Manages anger/fear/hostility. Manages stress appropriately. Works alone effectively. Works in close proximity to others and/or in a distracting environment Works with others effectively.