Service Operations IT Lead

Job Description

Summary:

This role emphasizes customer-focused end user support and issue resolution, aiming for successful outcomes while minimizing the customers' effort.

50% - Customer Service

The Service Operations Lead will be an ambassador for IT Service and work to develop trusted relationships with customers while focused on:

Customer Escalations and Follow-Up (Highest Priority)

Work with leadership to prioritize based on patient care impact/severity.

Act as the escalation point for unresolved technical issues from Tier 1 and above teams.

Motivate Investigation into complex customer concerns in collaboration with Service Management, Tier 1, and Tier 2 teams.

Identify the right technical teams (e.g., network, endpoint, apps, EMR analysts, vendor support) and coordinate actions, ensuring SLA compliance and timely resolution.

Take ownership of all escalated issues (phone, email, ticket, executive/management escalations) from initiation to closure.

Maintain detailed documentation and communication logs for escalated cases. To ensure timely resolution and follow-through to achieve customer satisfaction.

Maintain clear, proactive communication with the customer; set expectations, provide frequent updates, and confirm satisfaction at resolution.

Attends customer service skills training as provided and coaches other associates on how to provide excellent customer service.

40% Administrative / Other Duties Assigned:

Department Specific Duties

Participates in periodic team meetings to establish ongoing communication and collaboration within the team and consistency throughout the enterprise.

Attend leadership meetings as requested to represent the team.

Assist with onboarding and training of new associates.

Contributes to knowledge base documentation and process improvement initiatives.

Participate in governance meetings and cross-functional projects as needed.

Provides input to the Manager related to operational performance opportunities.

System Level Duties

Prepare agendas, reports, and talking points for daily Tiered Safety Huddles.

Coordinate with other service teams and leadership to ensure accountability and transparency.

Support communication flow between frontline teams and IT leadership.

Identify and analyze aging tickets and unresolved work items across service queues.

Other relevant duties as assigned.

10% Technical Support:

Respond to escalated technical support requests, collaborate with Service Management, Clinical Informatics, Level 2, and 3 IT teams to resolve issues.

Ensure incidents and resolutions are properly documented so that they can contribute to the healthcare IT knowledge base.

Support day-to-day activities in the Service Desk domain as needed to provide customer support.

No Degree or Diploma

• 5 – 7 years prior experience
• Exposure to clinical workflows and common healthcare applications (EMR/EHR, imaging, scheduling).
• Familiarity with ITIL concepts (Incident/Problem Management) and support tiers (L0–L3).
• Certifications (e.g., ITIL Foundation, HDI Support Center Analyst, CompTIA A+/Net+).
• Familiarity with large-scale IT call centers (supporting 20,000+ users and 14,000+ devices) is highly desirable.

Day

40

IS Technical Support Call Center

Join us!

... if your passion is to work in a caring environment

... if you believe that learning is a life-long process

... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

Ohio Health is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. Ohio Health does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law.

Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment