IT Service Desk Shift Lead

What you can expect! Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience
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Reporting to the Supervisor, IT Service Desk, the IT Service Desk Shift Lead is a critical operational lead within the IT Workplace Services team. This position is responsible for ensuring the delivery of reliable, exemplary Tier 1–3 support across the enterprise. This role stewards the day to day effectiveness, readiness, and performance of frontline support operations while upholding modern ITSM, ITIL 4, SLA monitoring, and knowledge based best practices.

The Shift Lead provides hands on guidance to Service Desk Specialists I & II, ensuring work is aligned to broader organizational priorities, service availability requirements, and strategic technology objectives. This position orchestrates workload direction, real time prioritization, and issue escalation paths, while fostering a culture of accountability, continuous learning, knowledge sharing, and operational excellence.

Aligning with IEHP IT Infrastructure Services expectations, the Service Desk Shift Lead also plays a pivotal role in maturing support capabilities through process optimization, automation, knowledge centered service practices, experience driven measures, and cross functional coordination with engineering, architect, security, operations, cloud, and business unit technology teams. This role helps ensure the Service Desk functions not only as an execution layer, but as a central component of enterprise service delivery, enhancing user experience, strengthening operational resilience, and enabling proactive, data driven improvement across the IT environment.

Commitment to Quality:
The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

1. Service Strategy, Governance, and Operating Model:

a. Own the Single Point of Contact (SPOC) function and service desk industry best practices, aligning with ITIL 4 value streams, roles, and processes across incident, request, problem, change, and knowledge practices.

b. Operate within existing Service Management System covering operation, as needed performance evaluation, and assisting with continuous improvement to meet team member expectations and SLAs.

c. Consistently Coordinate with ITSM:

i. Incident & Major Incident Management:
Assist with triage, restoration, comms, bridges, and post incident reviews with defined escalation paths and service assurance

ii. Service Request Fulfilment: standardize request models, approvals, and fulfilment workflows to minimize cycle time and improve predictability

iii. Problem Management:
Help drive root cause analysis to reduce repeat incidents

iv. Participate in CAB meetings and provide end user experience focused feedback

2. Documentation, Training, Knowledge Management & Shift Left Enablement:

a. Build an enterprise knowledge program (e.g., Service Now Knowledge Center) with lifecycle controls, audience targeting, search…