Lead Technology Service Analyst

You.

You bring your body, mind, heart and spirit to your work as a Technical Assistance Center Lead.

You’re generous with your thoughts, your partnerships and especially your voice, because your opinion matters.

You’re great at what you do, but you want to be part of something even greater. Because you believe that while individuals can be strong, the right team is invincible.

Us.

Lutheran Medical Center is part of SCL Health, a faith-based, nonprofit healthcare organization that focuses on person-centered care. Our 249-bed community-based hospital provides comprehensive, specialty care to the poor, the vulnerable, our communities and each other. Dating back to 1905, we are proud of the rich history and inspiring mission our hospital has embodied for over 110 years.

Benefits are one of the ways we encourage health for you and your family. Our generous package includes medical, dental and vision coverage. But health is more than a well-working body: it encompasses body, mind and social well-being. To that end, we’ve launched a Healthy Living program to address your holistic health. Healthy Living includes financial incentives, digital tools, tobacco cessation, classes, counseling and paid time off. We also offer financial wellness tools and retirement planning.

We.

Together we’ll align mission and careers, values and workplace. We’ll encourage joy and take pride in our integrity.

We’ll laugh at each other’s jokes (even the bad ones). We’ll hello and high five. We’ll celebrate milestones and acknowledge the value of spirituality in healing.

We’re proud of what we know, which includes how much there is to learn.

Your day.

As a Technical Assistance Center Lead, you need to know how to:

• Lead the support analysts and serves as an escalation point for the team.



• Coordinate departmental schedule.



• Review open tickets each day to ensure proper classification and timely responses.



• Monitor incidents and identify any systematic patterns which may require additional actions. De-escalate interactions with customers and resolves minor conflicts.



• Perform the work of the analyst position including working tickets and chats, answering phones, and processing voicemails and other electronic requests, as needed.



• Participate and lead improvement initiatives and implementation of policies and procedures.



• Coach and mentor analysts to improve performance and quality as well as overall performance.



• Coordinate orientation and training of new associates. Ensure staff competency through proper training techniques and conduct quality audits.



• Participate in problem solving to address issues relating to patient safety, care and service.



• Support and promote effective working relationships and work effectively as part of a department/unit team and interdepartmentally to facilitate that department’s ability to meet its goals and objectives. Collaborate with department leadership team to coordinate service with other departments and promote the highest level of patient care and satisfaction.



• Participate in human resource functions, including participating in the interview process, providing feedback to leadership team on candidates, and supporting leaders in completing performance evaluations.



• Provide education/training and performance feedback for associates in the department.



• Participate in policy and procedure development. Present and document staff meetings as required.



• Monitor supply and equipment inventory. Notify leadership team of needed equipment repairs and scheduled preventative maintenance. Participate in leading quality and performance improvement initiatives.

Your experience.

We hire people, not resumes. But we also expect excellence - please see the required and preferred skills below:

• High School Diploma or equivalent, required



• Associate’s or Bachelor's Degree, preferred



• Minimum of three (3) years of Help Desk experience, preferably in a healthcare environment, required (Associate’s or Bachelor’s Degree may substitute for up to one (1) year of required experience)



• HDI (Help Desk Institute) Certification and A Certification, preferred



• At least one (1) year of previous supervisory/ leadership experience, preferred

Your next move.

Now that you know more about being a Technical Assistance Center Lead on our team we hope you’ll join us. At SCL Health you’ll reaffirm every day how much you love this work, and why you were called to it in the first place.

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