Team Lead

The Service Desk Team Lead is responsible for the day-to-day leadership and operation of the Service Desk, serving as the primary point of contact for hospital staff and physicians requiring IT support. This role ensures the delivery of high-quality, timely, and customer-focused technical support across a broad range of clinical and administrative systems, devices, and applications.

The Team Lead provides hands-on support while overseeing service desk activities, including incident and request management, ticket flow, and adherence to service level agreements. Working within an ITIL-aligned framework, the role is accountable for ensuring issues are accurately logged, prioritized, and resolved efficiently, with escalation to specialized teams as required. A strong focus is placed on first contact resolution, service excellence, and minimizing disruption to clinical operations.

In addition to operational support, the Service Desk Team Lead is responsible for coaching and...