Service Desk Lead

At Suvida Healthcare, we are not just caregivers; we're compassionate advocates dedicated to enriching the lives of our cherished seniors. As a Team Member with us, you will embark on a fulfilling journey where your skills and empathy converge to make a meaningful impact on the well‑being of an underserved community and their families. Our multi-disciplinary primary care program is built to address the physical, behavioral, social, and cultural needs of Medicare-eligible Hispanic seniors. Celebrate diversity and inclusivity in a workplace that attracts, engages, values, rewards, and recognizes the unique needs and backgrounds of both, our patients and our team. We believe that a rich tapestry of experiences, shared interests, and perspectives enhances the care we provide, making us a stronger, service-centered, and more compassionate healthcare family and Employer of Choice! Will you join us Suvidanos , to help achieve our Higher Purpose? What Makes Us Unique We are an empowered primary care team, clinical operations, and support team creating health equity through an exceptional clinical and consumer experience that improves the quality of life for the people, families, and neighborhoods we serve. We tailor our primary care program to the culture, language, social, and overall well‑being of the seniors we serve. How We Work Our Culture & Core Beliefs Earn Trust Building Relationships Creating Joy Doing Right Improving Every Day Moving Forward Competitive Pay Free Mental Health & Life Coaching for Team Members and their Dependents Holiday Time Off with Pay Paid Community Service Day Paid Parental/Family Leave Generous Paid Time Off (PTO) 401k Retirement Plan with Company Match And much more.... What You’ll Do Position Summary The Service Desk Lead is responsible for overseeing daily service desk operations and ensuring the timely resolution of technical issues that support clinical, telehealth, and business functions. This role promotes system reliability, data security, and regulatory compliance, including HIPAA requirements, while providing guidance to team members, facilitating effective communication with end users, and driving continuous improvement through process optimization, user feedback, and the adoption of new technologies. Responsibilities Manage and triage assigned incident and request queues in the service desk platform Assist in ensuring that systems, solutions, and processes meet the needs of internal and external clients Assist with scripting for PC management and endpoint automation tasks Manage assigned Incident/Request queues for IT business support under supervision Work closely with the IT security team to balance usability and security, keeping practice data secure and in line with HIPAA requirements Support Identity and Access Management (IAM) functions including user provisioning, access requests, and account lifecycle management Support automation engineering initiatives to streamline IT support workflows and improve operational efficiency Assist with the configuration and day‑to‑day administration of the service desk software platform Generate reports out of the service desk software platform as directed Help administer Microsoft 365 including Teams Telephony Support the distribution and routing of general issues and tickets Build and maintain positive working relationships with Center staff, support teammates Serve as a first‑line escalation point for unresolved tickets and support issues Coordinate equipment upgrades and IT onboarding setup for new providers and teammates Support hardware lifecycle activities including equipment upgrades, replacements, and tracking Assist in tracking team performance metrics and monthly operational objectives as directed Assist with end‑to‑end Hardware Lifecycle and Business Operations IT Support Help support the network stack at our centers Support HIPAA compliance efforts by following IT security protocols and data integrity practices Assist in administering the Apple Management Platform (JAMF) What You’ll Bring Knowledge, Skills, and Abilities Strong technical expertise in IT systems, hardware, software, networking, operating systems, and troubleshooting complex technical issues. Knowledge of service desk operations, including incident management, ticket lifecycle management, SLA adherence, prioritization, and escalation procedures. Leadership and team management skills, with the ability to coach, mentor, delegate, and foster a collaborative, high‑performing team environment. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non‑technical audiences. Customer service orientation with a focus on delivering responsive support, resolving issues efficiently, and maintaining high user satisfaction. Strong analytical and problem‑solving abilities, including root cause analysis, process improvement, and data‑driven decision‑making. Working knowledge of Microsoft 365, Windows/macOS environments, networking fundamentals, mobile device management (e.g., JAMF), ITIL best practices, IT security principles, and HIPAA compliance requirements in a healthcare setting. Education, Experience, Licensure, or Certification Requirements Associate’s degree in Information Technology, Computer Science, or a related field; or 2–3 years of equivalent hands‑on IT support experience in lieu of a degree. Preferred certifications include CompTIA A+, ITIL Foundation, and Microsoft 365 Fundamentals. Combination of education, certifications, and relevant experience may be considered. Suvida Healthcare provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any typewithregard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr