Senior IT Support (m/w/d)
Core
Senior IT Support leading a service desk team to handle incidents and service requests for a healthcare organization's end users.
Role type
Senior IT Support Team Lead (1st/2nd Level)
Builds
IT service stability and self-help resources for healthcare staff
Domain
Healthcare IT / IT Service Management
Required skills
ITIL Foundation, Microsoft365, Windows clients, Citrix, network basics, ServiceNow, team leadership, incident management, SLA monitoring, knowledge base management, ITSM metrics analysis
Preferred skills
None stated
Technologies
ServiceNow, Microsoft365, Citrix, Windows
Responsibilities
Prioritize and classify service requests via ServiceNow; handle 1st and 2nd level incidents and requests; build and maintain a knowledge base; lead and coordinate the support team; coach team members and manage onboarding; create and analyze ITSM performance reports; drive process improvements
Seniority
Senior, hands-on IC with team leadership