IT - Service Desk Lead Agent

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The IT Service Desk Lead Agent III is responsible for the day‑to‑day operational delivery of the first level Technical Service Desk team. This role answers calls, chats, e‑mails, and other forms of contact from physicians, clinicians, and hospital/clinic staff to troubleshoot and resolve hardware, software, and workflow issues. Requires an experienced and knowledgeable Information Technology professional with experience troubleshooting, installing, supporting, and maintaining hardware, software, access, and workflow issues.

Role is leveraged to support multiple clients simultaneously. When unable to resolve on the initial contact, documents issues to be transitioned to an application support team. Utilize excellent customer service skills to delight end‑user expectations. Demonstrates ability and willingness to remotely work a varying shift schedule that may include evenings, weekends, and holidays.

This role serves as an internal escalation point after IT Service Desk Agents I’s and II’s have fully vetted an incident or ticket for all possible solutions. This role also fields escalations and partners with client staff for major incident management awareness and issues affecting patient care or safety. The Lead Agent III participates in Leader On Call rotations after hours, weekends, and holidays.

Other responsibilities in scope include assisting with agent scheduling, KPI/SLA reporting content to Client Delivery Managers (CSM), and other projects as assigned.

• Act as Subject Matter Expert (SME) for assigned leveraged Service Desk clients.
• Coach team of 10‑20 agents through customer requests while performing expert‑level customer service.
• Monitor team delivery, field agent process questions/escalations via chat, and document new processes to team members to ensure quality client delivery.
• Identifying challenges for the team, seek solutions, document resolution or workaround steps, and relay to agents via meetings, knowledgebase articles, chat, and One Note communications.
• Perform quality audits regularly for assigned agents to ensure superior delivery and SLA/KPI attainment and exceed customer expectations.
• Partner with Supervisor to interview and identify quality new team members.
• Provide feedback to Supervisor on agent performance evaluations.
• Assist with onboarding by training and mentoring new agents on client processes and procedures.
• Partner with Supervisor to ensure adequate coverage of staff to meet client volume and hours needs by creating and maintaining Five9 WFM schedules, identifying backfills for planned time off requests, distributing workload, and providing contact coverage when unable to identify appropriate coverage.
• Serve as a conduit of communications between the Supervisor and Agents. Provide management escalation and feedback as needed.
• Serving as an internal escalation point for resolving difficult issues; provide timely follow‑up and guidance to the team.
• Lead informal team “huddle” meetings with agents to relay client concerns, workflow modifications, new details, etc.
• Collaborate with other Service Desk Leads to document, design and implement new processes, knowledgebase articles, and SOP enhancements to drive high First Call Resolution for the Service Desk.

• 4+ years of customer service experience
• 4+ years of proven performance in call center or IT support (i.e., desktop support/field services, Geek Squad, etc.).
• 4+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).
• 4+ years’ experience troubleshooting Microsoft Windows Operating Systems.
• 4+ years’ experience troubleshooting Microsoft Office suite software (i.e., Outlook, O365, etc.).
• 4+ years’ experience troubleshooting peripherals (i.e., printers, scanners, kiosks, label printers, etc.).
• 4+ years’ experience troubleshooting software issues (i.e., Active Directory, Citrix, healthcare applications, etc.).
• 4+ years’ experience troubleshooting access issues (i.e., password reset, account unlock, security role verification, etc.).
• 4+ years’ experience troubleshooting…