IT Service Desk Specialist III

The IT Service Desk Specialist III role focuses on providing and leading remote technical support for our 1000+ associates, ensuring timely resolution of IT requests (incidents and service requests). This leadership role requires a service-oriented individual with a deep understanding of ITIL and ITSM frameworks. With a strong technical background, you will be the go‑to person for making decisions as an escalation point for any technology‑related processes, applications, or devices.

You'll mentor, and empower a team of technical resources, fostering a collaborative environment that delivers efficient service delivery and drive continuous improvement to align IT support with business goals and customer satisfaction metrics.

• Implement, manage and support ITIL-aligned processes including Incident, Service Requests, Problem, and Change Management.
• Contribute to the development of service desk performance metrics (e.g. SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) and provide actionable insights for continuous improvement.
• Respond to requests for technical assistance via phone, chat, or email.
• Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor.
• Act as the primary escalation point for complex or critical technical issues and coordinate resolution efforts with end users / customers, internal teams, external vendors, and managers for timely resolution.
• Develop and maintain documentation such as knowledge base articles, workflows, and standard operating procedures.
• Conduct regular training and mentoring sessions for Service Desk staff to ensure skill development and adherence to ITIL / ITSM best practices.
• Drive continuous improvement initiatives, leveraging user feedback and performance data to enhance service delivery.
• Conduct thorough Root Cause Analysis for recurring Incidents to identify and address systemic issues.
• Collaborate with infrastructure, application, and security teams to implement long‑term fixes and preventative measures.
• Promote automation and self‑service tools to reduce manual workload and enhance service efficiency.
• Collaborate with the IT Service Delivery Manager to ensure alignment with overall service delivery goals.
• Manage process for communicating outage/emergency activities to the organization where applicable.

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Minimum of 8 years of IT support experience.
• Strong understanding of the ITIL framework and service management best practices.
• Hands‑on experience with ITSM tools such as Service Now, Jira, BMC Remedy, Fresh service or equivalent platforms.
• Strong knowledge of Windows OS, Microsoft Exchange and Office 365 , Active Directory, VOIP solutions such as Ring Central, networking fundamentals, and remote support tools.
• Proven experience in a Service Desk or similar role within the healthcare industry.
• Exceptional problem‑solving, communication, analytical and interpersonal skills.
• Ability to manage competing priorities in a fast‑paced environment while maintaining attention to detail, fostering a customer‑centric and service‑oriented culture.

• ITIL v3 or v4 Foundation certification or higher.
• Knowledge of healthcare IT systems and regulations.
• Familiarity with cybersecurity principles and IT compliance requirements.
• Experience in multi‑site service operations.

• Primarily remote role requiring prolonged periods of sitting and manual dexterity to operate a computer and other devices, may require occasional travel for site…