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About the Role
The IT Service Desk Specialist III role focuses on providing and leading remote technical support for over 1000 associates, ensuring timely resolution of IT requests. This leadership role requires a service-oriented individual with a deep understanding of ITIL and ITSM frameworks, acting as an escalation point for technology-related issues. You will mentor and empower a team, fostering an environment that delivers efficient service and drives continuous improvement to align IT support with business goals.
Responsibilities
- Implement, manage and support ITIL-aligned processes including Incident, Service Requests, Problem, and Change Management.
- Contribute to the development of service desk performance metrics and provide actionable insights for continuous improvement.
- Respond to requests for technical assistance via phone, chat, or email.
- Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor.
- Act as the primary escalation point for complex or critical technical issues and coordinate resolution efforts.
- Develop and maintain documentation such as knowledge base articles, workflows, and standard operating procedures.
- Conduct regular training and mentoring sessions for Service Desk staff.
- Drive continuous improvement initiatives, leveraging user feedback and performance data to enhance service delivery.
- Conduct thorough Root Cause Analysis for recurring Incidents to identify and address systemic issues.
- Collaborate with infrastructure, application, and security teams to implement long-term fixes and preventative measures.
- Promote automation and self-service tools to reduce manual workload and enhance service efficiency.
- Collaborate with the IT Service Delivery Manager to ensure alignment with overall service delivery goals.
- Manage process for communicating outage/emergency activities to the organization where applicable.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Minimum of 8 years of IT support experience.
- Strong understanding of the ITIL framework and service management best practices.
- Hands-on experience with ITSM tools such as ServiceNow, Jira, BMC Remedy, Freshservice or equivalent platforms.
- Strong knowledge of Windows OS, Microsoft Exchange and Office 365, Active Directory, VOIP solutions such as Ring Central, networking fundamentals, and remote support tools.
- Proven experience in a Service Desk or similar role within the healthcare industry.
- Exceptional problem-solving, communication, analytical and interpersonal skills.
- Ability to manage competing priorities in a fast-paced environment while maintaining attention to detail, fostering a customer-centric and service-oriented culture.
Skills
- ITIL
- ITSM
- ServiceNow
- Jira
- BMC Remedy
- Freshservice
- Windows OS
- Microsoft Exchange
- Office 365
- Active Directory
- VOIP
- Ring Central
- Networking fundamentals
- Remote support tools
- Problem-solving
- Communication
- Analytical skills
- Interpersonal skills
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- 8+ years of IT support experience
Education Level
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
- ITIL v3 or v4 Foundation certification or higher (Preferred)
Benefits
- Comprehensive medical, dental and vision plans
- HSA / FSA
- 401(k) matching
- Employee Assistance Program (EAP)
About the Company
- U.S. Urology Partners is one of the nation’s largest independent providers of urology and related specialty services, including general urology, surgical procedures, advanced cancer treatment, and other ancillary services.
- With a network of more than 80 locations across seven states, U.S. Urology Partners continues to play a key role in advancing innovation and access to urological services.
- As a partner to independent, community-based urology practices, U.S. Urology Partners enables them to focus on delivering premier care to the patients they serve and is backed by leading global investor General Atlantic.
Equal Opportunity
- U.S. Urology Partners is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.