Helpdesk Lead

PURPOSE STATEMENT   

The Helpdesk Lead plays a key role in ensuring service continuity, mentoring Tier 1 analysts, and maintaining high-quality support for all hospital and enterprise applications. Serves as a frontline troubleshooting support to achieve first-call resolution. The Helpdesk team is responsible for first line triaging and prioritizing all Information Technology (IT) service requests within a healthcare provider system. Assistance may include telephone, online, or in-person interactions. The Helpdesk Lead works closely with systems administrators and application analysts to monitor system performance issues and notify end-users of any downtime. 

ESSENTIAL FUNCTIONS  

• Serve as first point of escalation for Tier 1 technicians and coordinate with Tier 2 and application teams as needed.
• Monitor and manage ticket queues, ensuring incidents and service requests are handled promptly and in line with SLAs.
• Actively troubleshoot and resolve escalated issues involving enterprise and clinical systems, including EHR logins, badge readers, printers, and peripherals.
• Oversee the day-to-day operations of the Helpdesk, including staffing coverage, ticket quality, and communication flow.
• Train and mentor new and existing helpdesk analysts, reinforcing customer service standards, documentation practices, and escalation paths.
• Track and report on service desk metrics such as first call resolution, response time, and incident aging.
• Collaborate with IT leadership to identify process improvements and support ITIL-aligned service delivery.
• Participate in major incident communication and coordination, ensuring clinicians and end-users are informed of outages or service disruptions.
• Maintain thorough and accurate documentation within the ticketing system.
• Ensure compliance with HIPAA, organizational policies, and data protection requirements.
• Maintains regular and predictable attendance.
• Performs other essential duties as assigned. 

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS

• High school diploma or equivalent.
• Minimum 1 – 3 years of Helpdesk or Service Desk experience required.
• Leadership or escalation point experience preferred.
• Hands-on experience supporting enterprise and clinical applications in a 24/7 healthcare setting.
• Familiarity with Active Directory account management and password reset processes.
• Proven ability to coach, mentor, and train junior technicians.
• Proficiency with ITSM tools (ServiceNow, Freshservice, Remedy, etc.).
• Exposure to clinical hardware and hospital communication systems (Vocera, Ascom, etc.).
• Working knowledge of HIPAA regulations and experience handling Protected Health Information (PHI).
• Understanding of data privacy, confidentiality, and security best practices.
• Familiarity with EHR systems (Epic, Cerner, Meditech, or similar) preferred.
• Basic understanding of ITIL practices including Incident, Request, and Escalation Management.
• Experience with supporting Citrix or VDI environments.
• Understanding of change management and problem management processes.
• Ability to contribute to knowledge base and SOP documentation.
• English sufficient to provide and receive instructions/directions.
• Excellent customer service and phone etiquette, with strong written and verbal communication skills.
• Ability to remain calm under pressure and manage competing priorities effectively.
• Must be self-motivated and have the ability to work within the established policies, procedures and practices prescribed by the hospital/clinic. 

PHYSICAL/MENTAL REQUIREMENTS

• Must be able to sit and stand intermittent 8 to 10 hours a day.
• Must be able to use standard office equipment, including the telephone and computer keyboard.
• Continuously works under pressure of near 100% accuracy while meeting inflexible deadlines.
• Continuously utilizes manual/bi-manual dexterity, near vision, speech, and hearing.
• Frequently stands, walks, sits and utilizes eye/hand coordination and color definition.
• Occasionally reaches above shoulder, regularly required to lift and/or carry up to 25 lbs. 
• Occasionally walks on uneven surfaces.