Service Desk Lead Agent
On-siteWichita Falls, Texas, United States
Job Summary
Coordinate daily Service Desk operations by directing real-time activities, balancing workloads, and managing ticket queues to ensure SLA performance. Provide direct frontline support for incidents and service requests during high volume or staffing shortages while acting as the primary escalation point for staff. Monitor call quality using Five9 platforms, evaluate interactions, and deliver actionable feedback to improve First Call Resolution and adherence to communication standards. Support emergency communications through call routing, overhead paging for codes, and monitoring of alarm systems during urgent situations. Coach team members on technical skills and process adherence, review tickets for documentation standards, and identify recurring issues to drive continuous improvement. Assist in onboarding, collect operational data, and reinforce ITSM processes including Incident, Request, and Knowledge Management standards.
Required Qualifications
- High school diploma or equivalent
- Ability to communicate effectively in English, both verbally and in writing
- Solid understanding of IT operations, EMR systems, and troubleshooting techniques
- Proficiency in ITSM tools such as ServiceNow, including ticket lifecycle management and documentation standards
- Familiarity with contact center platforms (e.g., Five9), including call monitoring, reporting, and performance analysis
- Working knowledge of telecommunication systems, paging platforms, and alarm/annunciator monitoring systems in a healthcare environment
- Strong customer service and communication skills with the ability to model expected behaviors
- Ability to direct daily work activities and prioritize workload in a fast-paced environment
- Experience coaching and mentoring team members
- Sound judgment in incident triage, prioritization, and escalation decisions
- Working knowledge of ITIL principles and service management processes
- Strong organizational, analytical, and documentation skills
Desired Qualifications
- Associate degree in Information Technology or related field
- 1–3 years of Service Desk or technical support experience
- ITIL Foundations, CompTIA A+, or similar certifications
- Healthcare IT or hospital environment experience
- Prior informal leadership or training experience
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