The Service Desk Team Lead is tasked with guiding and overseeing day-to-day tasks for the Service Desk Tier II team in assigned region. This role involves partnering with the Service Desk Manager to provide strategic leadership and foster a culture prioritizing customer satisfaction for internal and external stakeholders. The Team Lead role ensures that the Service Desk operates as a customer-centric unit dedicated to resolving issues efficiently and enhancing the overall user experience.

Responsibilities:

• Oversee daily priorities of the Service Desk, ensuring appropriate workload distribution and efficient resolution of issues and incidents
• Monitor service levels and ensure compliance with service level agreements (SLAs)
• Act as a point of escalation for complex issues, coordinating with IT management and other departments as needed
• Foster a culture of continuous improvement, identifying opportunities for process and service enhancement
• Work closely with IT management to align Service Desk activities with departmental and organizational goals
• Promote knowledge management tools and practices to enhance service efficiency and effectiveness 
• Provide coaching and input to performance and development opportunities for service desk team members

Qualifications: 

• Advanced education and applicable certifications (i.e. Comp TIA and Network ) a plus
• Minimum 3 years of experience in IT support required, with a preference for experience in a clinical or hospital environment 
• Minimum 2 years of experience in a leadership or supervisory role within a Service Desk or IT support setting preferred
• Demonstrated ability to establish and prioritize tasks and projects in a high-pressure environment while maintaining a positive attitude
• Strong technical proficiency in troubleshooting PC, software, and network issues
• Familiarity with the latest IT technologies and trends is essential
• Excellent interpersonal and communication skills, with a focus on customer service
• Proven ability to mentor and develop team members
• Capable of delegating tasks effectively, setting clear goals, and promoting a collaborative team environment
• Strong analytical skills with the ability to troubleshoot complex problems under pressure
• Skilled in identifying root causes and implementing effective solutions

Location: Brooks Rehabilitation Hospital at 3599 University Blvd South, Jacksonville, FL 32216

Hours: Monday - Friday, daytime hours, 40 hours per week 

Compensation: Experience, education and tenure may be considered along with internal equity when job offers are extended.

Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:

• Competitive Pay
• Comprehensive Benefits package
• Vacation/Paid Time Off
• Retirement Plan
• Employee Discounts
• Clinical Education and Professional Development Programs