Join our Talent Network
Skip to main content

Service Desk Team Lead

Location: Salt Lake City, UT, United States
Position Type: Unfixed Term
Job Function: Information Technology

Description

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!

Job Summary

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.

 

Qualifications

Training and Education

2+ years of experience in an applicable field or role.

 

Experience

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

 

Physical Requirements

This job requires sedentary work using a computer

Ability to lift 50 lbs

Share: share to e-mail

Similar Jobs

Infrastructure Service Manager - North America West

Salt Lake City, UT, United States
Information Technology

Software Delivery (Dev Ops) Engineer III

Salt Lake City, UT, United States
Information Technology

Network Systems Engineer III or IV - Operational Technology Group

Salt Lake City, UT, United States
Information Technology

Software Engineer I/II

Salt Lake City, UT, United States
Information Technology

Service Desk Team Lead

Salt Lake City, UT, United States
Information Technology

IS Business Relationship Manager

Salt Lake City, UT, United States
Information Technology

IS Business Relationship Manager

Salt Lake City, UT, United States
Information Technology

BA Release Management Intern

Salt Lake City, UT, United States
Information Technology

Project Manager, IS

Salt Lake City, UT, United States
Information Technology

Information Systems Engineer III or IV

Salt Lake City, UT, United States
Information Technology

Business Analyst II/III (SAP SuccessFactors)

Salt Lake City, UT, United States
Information Technology

Business Analyst II/III (SAP SuccessFactors)

Salt Lake City, UT, United States
Information Technology