We are looking for a skilled and motivated Service Desk Team Lead to oversee the day-to-day operations of our IT support team. This role is key to delivering exceptional service to internal users, improving support processes, and integrating modern technologies including AI, Microsoft 365, and cloud platforms such as AWS and Azure. The ideal candidate will bring leadership experience, technical know-how, and a passion for innovation in healthcare IT. Key Responsibilities: Lead and support a team of Service Desk Analysts to ensure efficient and effective IT support. Manage incident and request workflows, ensuring timely resolution and high customer satisfaction. Leverage AI tools (e.g., virtual agents, automation) to enhance service desk efficiency. Oversee and support the use of Microsoft 365 applications and services. Collaborate with infrastructure and cloud teams on issues involving AWS and Azure environments. Maintain ITSM tools and ensure accurate documentation and knowledge base updates. Monitor performance metrics and drive continuous improvement initiatives. Ensure compliance with healthcare data privacy and cybersecurity standards. Required Skills & Experience: 5 years in IT support, with at least 2 years in a leadership role. Strong experience with Microsoft 365 tools and services. Familiarity with cloud platforms (AWS and Azure) in a support context. Experience implementing or working with AI-driven support tools. Excellent communication, leadership, and problem-solving skills. ITIL certification or equivalent experience. Experience in the healthcare or insurance sector is a plus. If of interest, please can you hit apply with the latest resume in word format.
