Service Desk Team Lead

Position: Service Desk Team Lead 

The Service Desk Team Lead is responsible for overseeing the daily operations of the Service Desk, ensuring timely and effective resolution of technical issues, and providing exceptional customer support. This role combines leadership, process management, and hands-on technical expertise to drive service excellence and continuous improvement.

Responsibilities

• Supervise, mentor, and support a team of Service Desk Technicians.
• Manage scheduling, workload distribution, and performance evaluations.
• Foster a collaborative, customer-focused team culture.
• Provide training, guidance, and development opportunities.
• Leads the logging, assignment, and resolution of service requests and incidents.
• Monitor compliance with SLAs and escalate issues as needed.
• Act as the primary escalation point for complex or urgent technical problems.
• Ensure consistent and accurate documentation of incidents and solutions.
• Monitor service desk performance metrics (response/resolution times, backlog, CSAT).
• Identify recurring issues and work with IT teams on root cause resolution.
• Develop and maintain knowledge base articles and self-service resources.
• In collaboration with the IT Service Desk Manager, develop and implement processes and tool improvements to enhance service delivery.
• Serve as the point of contact for escalated user concerns and service issues.
• Communicate effectively with business stakeholders regarding outages, incidents, and updates.
• Build strong relationships with IT and business units to align service desk operations with organizational needs.

Position Requirements

• High school diploma or GED required.
• Knowledge of ITIL processes (Incident, Problem, and Change Management).
• Hands-on experience with service desk/ticketing systems (e.g., Fresh Service, ServiceNow, Jira, Zendesk).
• Evidence of leadership, communication, and conflict-resolution skills.
• Ability to analyze metrics and drive performance improvements.
• Minimum of three (3) years of IT support experience, with at least one (1) year in a supervisory or lead role.
• A+ or ITIL Foundation certification preferred.
• Experience leading a team of 3-6 people in a service or help desk environment preferred.
• Technical background with knowledge of Windows, macOS, Azure, Active Directory, Office 365, and networking basics preferred.
• Inventory and asset management experience preferred.

Benefits

• Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
• Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources
• Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
• Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts 

About Monogram Health

Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.  

Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home. 

Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.