Service Desk Lead in Philadelphia, PA at Public Health Management Corporation

Date Posted: 7/30/2020

Job Snapshot

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  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

FLSA Classification: Non-Exempt

  • This position is classified as salaried non-exempt in accordance to FLSA standards.

This position represents a new senior role in the IT Systems Support group.  This new role, positioned between IT management and service desk staff is responsible for supporting and mentoring service desk technicians in their downtime.  This role is also responsible for supporting IT management in the comprehensive support of PHMC systems.  This includes research relating to new support and customer service methods, and technologies in support of the IT systems and PHMC users in general.  Beyond the new research, the successful candidate will utilize established service desk software to track and solve widespread technical concerns raise by PHMC’s business units, and organize workload. 

Work Schedule:

  • This is a full-time exempt position with a regular work schedule of five days and 40 hours/week.  Work Hours described as Monday through Friday, 8:30am – 5:00pm. This position may be required to work some evenings and Saturdays during peak periods.  Work primarily performed at 1500 Market Street, Philadelphia, PA.


  • Establish and implement training protocols for all service desk supported PHMC technologies.
  • Ensure all team resources follow change management procedures.
  • Participate in system reviews, analysis, and other process functions as required by management.
  • Performs support function according to change management process and procedures.
  • Responsible for setting support criteria and metrics to support management of the service desk workflow and performance management.
  • Responsible for working with project team, application and network support specialists, and the user community to confirm system functionality is operating efficiently and consistently.
  • Work with management to develop and maintain standard operating procedures (SOP) and service level agreements (SLA) with basic delivery estimates for common support tasks.
  • Responsible for the service desk team’s service delivery in accordance with established SOP’s and SLA’s.
  • Communicates status through the support cycle reporting to the manager.
  • Periodically track the progress and quality of support work performed by service desk resources in the service desk ticketing application and other available tools.
  • Drive accountability for all time and work effort entered in service desk application.
  • Communicate ideas for improving department processes with a positive and constructive attitude while working to develop this attitude in others.
  • Keep IT management and others informed about work efforts and challenges that may affect business relations.
  • Performs other related duties as required by management.


  • Five to Eight years of professional IT helpdesk or customer support experience required
  • Clear understanding of the hardware, software, and application error handling.
  • Excellent organizational skills, attention to detail and highly accurate work.
  • Excellent communication skills.
  • Physical Requirements: Normal office environment.

Education Requirement:

  • Bachelor’s degree in technology major from an accredited institution of higher learning or equivalent experience required.
  • Information Technology related certifications preferred.
  • ITIL certification would be beneficial


  • This position reports to IT Systems Support Manager and ultimately the Managing Director of Information Technology.

Salary Grade:

  • Commensurate with education and experience
  • Grade 18