New

IT Service Desk Team Leader | Full Time

Henry Ford Health System
United States, Michigan, Detroit
May 12, 2025
GENERAL SUMMARY: Completes analysis of existing processes and workflows to promote effective Service Desk/Help Desk operations through standardization, improvement, simplification, discontinuance, or other continual service improvement methods. Completes recommendations for business processes that ensure alignment with strategic direction and integrates business processes between multiple departments and organizations. Completes the coordination of business process changes and assists in implementing system solutions and support. Performs full range of standard work for the professional field. Identifies and resolves more complex problems and applies problem-solving skills in order to deal with most situations. Refers very complex, unusual problems to others. Demonstrates and applies a broad knowledge of field of specialization through successful completion of moderately complex assignments. Successfully applies complex knowledge of fundamental concepts, practices, and procedures of particular area of specialization. Demonstrates knowledge of organization's business practices and challenges. EDUCATION/EXPERIENCE REQUIRED: High School Diploma or equivalent is required. Associate's degree, or 1-2 years of vocational technical training, or ITIL/HDI/Information Technology Industry Certification OR Bachelor's degree or higher. Intermediate or higher ITIL Certification, HDI Team Lead or Manager Certification, and other Information Technology/Support industry certifications are highly preferred. Five to eight (5-8) years of experience in the area of Help Desk, Service Desk, or IT Support responsibilities. At least 3 years in a Help Desk/Service Desk Leadership role is preferred. Previous support experience to include using Phone, Email, Remote Assist, and Chat to provide direct end-user support. Prior experience with Workforce Management/Optimization methodologies and ACD technology administration is required. Prior experience with Verint Impact 360 and Unify OpenScape Contact Center Manager is preferred. Five (5) years or more experience working in a 24/7/365 Health Care environment Help Desk, Service Desk, or IT Support position is preferred. ServiceNow ITSM tool usage, Apple/Mac product support, Windows OS support, and Remote Access VPN support experience is preferred. Additional Information Organization: Corporate Services Department: Ascension Client Services EUD Shift: Day Job Union Code: Not Applicable