Beneficiary Care Lead

Key Responsibilities
1. Service Desk Leadership & Operations

• Lead and oversee daily Service Desk activities to ensure timely, accurate, and professional handling of beneficiary requests and incidents.
• Act as escalation point for complex or high-priority issues, ensuring resolution within agreed SLAs.
• Monitor ticket queues, response times, resolution rates, and beneficiary satisfaction metrics.
• Ensure proper ticket categorization, documentation, and closure in the Service Management system.
• Coordinate with internal IT teams, vendors, and third-party support to resolve technical issues efficiently.
• Drive continuous improvement in Service Desk processes, scripts, and workflows.
• Ensure compliance with ITIL-based support practices and organizational policies.

• Lead and coordinate onsite support activities to ensure comprehensive coverage of beneficiary locations.
• Provide hands-on technical assistance for hardware, software, network, and application-related issues.
• Plan and manage onsite visits, deployments, upgrades, and troubleshooting activities.
• Ensure proper setup, maintenance, and replacement of end-user devices and peripherals.
• Serve as a trusted onsite point of contact for beneficiaries, addressing concerns professionally and empathetically.

Capture onsite issues, resolutions, and lessons learned for Service Desk knowledge enhancement.

• Design, plan, and deliver workshops aimed at improving beneficiary knowledge, adoption, and effective use of systems and tools.
• Conduct onboarding sessions for new beneficiaries and refresher workshops for existing users.
• Create and maintain training materials, user guides, FAQs, and knowledge base articles.
• Facilitate interactive sessions to gather beneficiary feedback and identify recurring issues or improvement areas.
• Promote best practices, self-service adoption, and digital literacy among beneficiaries.

• Act as the voice of the beneficiary, ensuring their needs and challenges are communicated to relevant teams.
• Build strong relationships with beneficiaries, stakeholders, and business units.
• Track and analyze beneficiary feedback, complaints, and satisfaction surveys.
• Proactively propose improvements to enhance service quality and user experience.
• Support change management activities related to new systems, processes, or tools.

Prepare regular reports on Service Desk performance, onsite support activities, and workshop outcomes.

Analyze trends in incidents and requests to identify root causes and preventive actions.

Maintain accurate documentation of processes, procedures, and support models.

Support audits and service reviews when required.

• Strong knowledge of Service Desk operations, IT support models, and ITIL principles.
• Hands-on experience with Service Management tools (e.g., Service Now, BMC, Jira, or similar).
• Solid understanding of end-user computing environments (Windows, M365, printers, networks, etc.).
• Experience delivering workshops or technical training sessions.
• Excellent troubleshooting, problem-solving, and analytical skills.

• Strong communication and presentation skills (verbal and written).
• High level of empathy and customer-service orientation.
• Ability to lead, coordinate, and influence without direct authority.
• Strong organizational and time-management skills.
• Comfortable working in dynamic, onsite, and beneficiary-facing environments.

• Bachelor’s degree in computer engineering, Information Systems, or related field.
• 8+ years of IT infrastructure experience, with at least 3+ years in a managerial role.
• Prior experience in a lead or senior support role is preferred.
• ITIL Foundation or equivalent certification is an advantage.