Job Summary: The IT Service Desk Specialist III role focuses on providing and leading remote technical support for our 1000+ associates, ensuring timely resolution of IT requests (incidents and service requests). This leadership role requires a service-oriented individual with a deep understanding of ITIL and ITSM frameworks. With a strong technical background, you will be the go-to person for making decisions as an escalation point for any technology-related processes, applications, or devices. You'll mentor, and empower a team of technical resources, fostering a collaborative environment that delivers efficient service delivery and drive continuous improvement to align IT support with business goals and customer satisfaction metrics.
Key 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 (e.g. SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) 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 with end users / customers, internal teams, external vendors, and managers for timely resolution.
- Develop and maintain documentation such as knowledge base articles, workflows, and standard operating procedures.
- Conduct regular training and mentoring sessions for Service Desk staff to ensure skill development and adherence to ITIL / ITSM best practices.
- 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.
Qualifications:
- 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.
Preferred Qualifications:
- ITIL v3 or v4 Foundation certification or higher.
- Knowledge of healthcare IT systems and regulations.
- Familiarity with cybersecurity principles and IT compliance requirements.
- Experience in multi-site service operations.
Working Conditions:
- Primarily remote role requiring prolonged periods of sitting and manual dexterity to operate a computer and other devices, may require occasional travel for site visits.
- Ability to occasionally lift and transport IT equipment during on-site visits.
- Ability to work flexible hours, including evenings and weekends, as needed.
What We are Offer You
At U.S. Urology Partners, we are guided by four core values. Every associate living the core values makes our company an amazing place to work. Here “Every Family Matters”
Compassion
Make Someone’s Day
Collaboration
Achieve Possibilities Together
Respect
Treat people with dignity
Accountability
Do the right thing
Beyond competitive compensation, our well-rounded benefits package includes a range of comprehensive medical, dental and vision plans, HSA / FSA, 401(k) matching, an Employee Assistance Program (EAP) and more.
About US Urology Partners
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.
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.
