Job Description & How to Apply Below
The Service Desk Team Lead is responsible for the day‑to‑day leadership and operation of the Service Desk, serving as the primary point of contact for hospital staff and physicians requiring IT support. This role ensures the delivery of high‑quality, timely, and customer‑focused technical support across a broad range of clinical and administrative systems, devices, and applications.
The Team Lead provides hands‑on support while overseeing service desk activities, including incident and request management, ticket flow, and adherence to service level agreements. Working within an ITIL‑aligned framework, the role is accountable for ensuring issues are accurately logged, prioritised, and resolved efficiently, with escalation to specialised teams as required. A strong focus is placed on first contact resolution, service excellence, and minimising disruption to clinical operations.
In addition to operational support, the Service Desk Team Lead is responsible for coaching and mentoring team members, monitoring performance metrics, and driving continuous improvement in processes and service delivery. The role collaborates closely with internal IT teams, vendors, and clinical stakeholders to support system reliability, user satisfaction, and the effective use of technology across the organisation.
Service Desk Operations & Support
Oversee the day‑to‑day operations of the Service Desk, ensuring timely and effective resolution of incidents and service requests
Monitor ticket queues, prioritise work, and ensure adherence to service level agreements (SLAs)
Provide hands‑on technical support for complex or escalated issues when required
Ensure accurate documentation, categorisation, and tracking of all incidents and requests within the ITSM tool
Drive a focus on first contact resolution and continuous service improvement
Provide leadership, guidance, and day‑to‑day supervision of Service Desk staff
Support staff scheduling, workload balancing, and coverage planning, including after‑hours considerations where applicable
Coach, mentor, and support team members to enhance technical skills and customer service excellence
Contribute to performance management, including goal setting, feedback, and development planning
Foster a collaborative, accountable, and customer‑focused team environment
Service Management & Process Improvement
Ensure alignment with ITIL‑based service management practices (incident, request, problem, and change management)
Identify trends and recurring issues; work with internal teams to implement sustainable solutions
Develop, document, and maintain standard operating procedures and knowledge base articles
Monitor and report on service desk performance metrics, identifying opportunities for improvement
Act as a key point of contact between the Service Desk, clinical departments, and other Digital Health teams
Collaborate with infrastructure, informatics, technical, and security teams to resolve escalated issues
Coordinate with external vendors and service providers to ensure timely support and issue resolution
Communicate service impacts, outages, and updates clearly to partners
Ensure support activities are aligned with clinical priorities and minimise disruption to patient care
Support the use of clinical applications and systems in collaboration with application and clinical informatics teams
Maintain awareness of privacy, security, and regulatory requirements relevant to Digital Health
Qualifications
Education:
Minimum 3‑year College/University diploma or degree in a relevant field, ITIL Foundation Certification (or higher) preferred.
Experience:
3–5 years in an IT service desk or technical support role within a medium‑sized enterprise.
1–2 years in a supervisory or team‑lead capacity, including coaching, scheduling, and performance management.
Experience working within an ITIL‑aligned service management framework (incident, request, problem, and change management).
Proven ability to manage service desk operations, including ticket queues, SLAs, and service performance metrics.
Experience supporting clinical or healthcare environments considered a strong asset. Familiarity with healthcare applications…
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