Location: Salt Lake City, UT, United States
Position Type: Unfixed Term
Job Function: Information Technology
At BioFire Diagnostics, LLC. we make the world a healthier place by providing molecular solutions that lessen the time to medical results and empower healthcare professionals to make better diagnostic decisions.
We are proud to be part of the bioMérieux family and the 5,000+ team members across 12 sites and subsidiaries in North America committed to our mission to help save lives around the globe through the power of diagnostics.
Come be a part of our team and our mission as a Service Desk Team lead!
The Service Desk Team lead is responsible for handling all appropriate escalation for their tier of Service Desk Technicians. This role will assist the Service Desk Manager in day-to-day operations, which include mentoring and training new and current staff. Additionally, this role will be called on to aid in developing and implementing process improvements.
Essential Job Duties and Responsibilities
Perform all work in compliance with company policy and within the guidelines of BioFire Diagnostics’ Quality System.
Understand BioFire Diagnostics’ technical mission and overall mission to improve public healthcare.
Responsible for the assignment of incidents and request tickets to appropriate personnel
Handling appropriate escalations in a timely fashion.
Aid with training and mentoring Service Desk staff.
Assist in keeping remote monitoring systems up to date and alerts current.
Improve and maintain customer experience assisting the development of SLAs.
Create and maintain technical and customer facing documentation.
Provide onsite and remote phone support to end users.
Work with the Service Desk Manager to ensure tickets are routed to the proper resource.
Coordinate resources between projects and day to day operations under the direction of the Service desk manager and IS leadership.
Purchase appropriate IS equipment for end users.
Aid in estimating the effort required for implementation of IS support systems and related processes.
Contribute to continues improvement plans for IS processes.
Performs other duties as assigned.
Training and Education
2+ years of experience in an applicable field or role.
Requires 2 years of related experience maintaining IT & IS systems and extensive experience in IS help and customer roles.
Knowledge, Skills and Abilities
Efficient planning, organization skills
Excellent written and verbal communication skills
Proven leadership aptitudes
Excellent customer service ability
Strong delegation capabilities
This job requires sedentary work using a computer
Ability to lift 50 lbs