Service Operations IT Lead

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We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

This role emphasizes customer-focused end user support and issue resolution, aiming for successful outcomes while minimizing the customers' effort. The Service Operations IT Lead serves as the single point of contact for unresolved customer issues that require escalation. This person triages escalations and coordinates with the service management team to engage cross functional resources (Service Desk, Field Services, Infrastructure, Application Support, Clinical Informatics, Vendors) and tracks the case to resolution—restoring customer trust while driving root cause analysis and process improvements to reduce future escalations.

This role blends customer advocacy, incident management, and light technical coordination in a healthcare IT environment, where reliability, safety, and compliance are critical.

50% - Customer Service

• 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.
• Attend customer service skills training as provided and coach other associates on how to provide excellent customer service.

40% Administrative / Other Duties

• Participate 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.
• Contribute to knowledge base documentation and process improvement initiatives.
• Participate in governance meetings and cross‑functional projects as needed.
• Provide input to the Manager related to operational performance opportunities.
• 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…