IT Service Desk Shift Lead

What you can expect! Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience! Reporting to the Supervisor, IT Service Desk, the IT Service Desk Shift Lead is a critical operational lead within the IT Workplace Services team. This position is responsible for ensuring the delivery of reliable, exemplary Tier 1–3 support across the enterprise. This role stewards the day to day effectiveness, readiness, and performance of frontline support operations while upholding modern ITSM, ITIL 4, SLA monitoring, and knowledge based best practices. The Shift Lead provides hands on guidance to Service Desk Specialists I & II, ensuring work is aligned to broader organizational priorities, service availability requirements, and strategic technology objectives. This position orchestrates workload direction, real time prioritization, and issue escalation paths, while fostering a culture of accountability, continuous learning, knowledge sharing, and operational excellence. Aligning with IEHP IT Infrastructure Services expectations, the Service Desk Shift Lead also plays a pivotal role in maturing support capabilities through process optimization, automation, knowledge centered service practices, experience driven measures, and cross functional coordination with engineering, architect, security, operations, cloud, and business unit technology teams. This role helps ensure the Service Desk functions not only as an execution layer, but as a central component of enterprise service delivery, enhancing user experience, strengthening operational resilience, and enabling proactive, data driven improvement across the IT environment. Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation. Perks IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more. Competitive salaryState of the art fitness center on-siteMedical Insurance with Dental and VisionLife, short-term, and long-term disability optionsCareer advancement opportunities and professional developmentWellness programs that promote a healthy work-life balanceFlexible Spending Account – Health Care/ChildcareCalPERS retirement457(b) option with a contribution matchPaid life insurance for employeesPet care insurance Education & Requirement A minimum of six (6) years of experience in a combination of:Working in an IT support environment while providing user administration, hardware and software expertiseService Desk OperationsExperience with Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applicationsExperience with ITSM tools and ticketing systemsExperience with Active Directory, Exchange, Microsoft Entra, and enterprise-level application supportWorking in an IT support environment within a healthcare settingAssociate’s degree from an accredited institution requiredIn lieu of the required degree, a minimum of two (2) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above.Bachelor’s degree in a related field from an accredited institution preferredIT certifications such as CompTIA A+/Network+/Security+, ITIL v4, or Microsoft Certified Fundamentals (AZ-900, etc.) strongly preferred Key Qualifications Valid California Driver’s License preferredAdvanced knowledge and solid understanding of:Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applicationsClient/Server applications using relational databasesProficiency with Microsoft Windows operating system, M365 Microsoft Office Suite; 2013/2016/2019/Office products: Word, Excel, PowerPoint, and AccessPowerShell/scripting experienceCitrix/VDI/VDA knowledgeNetworking concepts (TCP/IP, DNS, VPN)Familiarity with ITSM tools and ticketing systemsITIL, CMDB, Problem/Change/Release Management understandingCustomer Services skills: Delivers exception service and support to internal stakeholdersProblem Solving skills: Demonstrates analytical thinking and resourcefulness in resolving technical issues and troubleshootingExcellent written and verbal communication skillsStrong documentation skills and organizational skills.Proven ability to:Communicate with ease in front of large audiences of senior IT and communications personnelPossess a strong attention to detailWork effectively across teams to achieve shared goalsThrive in a dynamic, fast-paced environment with the ability to be adaptable Start your journey towards a thriving future with IEHP and apply TODAY! Pay Range $91,249.60 USD Annually - $120,910.40 USD Annually