Job Description

Position Overview: 

We’re seeking an exceptional IT Service Desk Team Lead that will be a first-level people manager responsible for leading a team of 6–10 Tier 1 support analysts in our India office. This role is equal parts coach, operator, and hands-on contributor — you'll build and sustain a high-performing service desk function while staying close enough to the work to step in and resolve tickets when needed. This is an excellent opportunity for an emerging IT leader who wants to develop their management skills while making a tangible impact on the daily experience of HealthEdge employees globally.

What We Need From You: 

• Lead, coach, and develop a team of Tier 1 IT support analysts, fostering accountability, quality, and continuous improvement.

• Conduct regular 1:1s, performance check-ins, and team meetings to maintain alignment and morale.

• Support onboarding and training of new team members

• Serve as the primary escalation point for complex or sensitive Tier 1 issues before routing to Tier 2/3.

• Own day-to-day Tier 1 service desk operations including ticket management, workload distribution, and shift coverage planning.

• Ensure timely resolution of incidents and service requests in alignment with defined SLAs.

• Monitor ticket queues; identify trends, backlogs, and process gaps.

• Maintain and improve Standard Operating Procedures (SOPs) for common request and incident types.

• Track and report on key service desk metrics including First Contact Resolution (FCR), Mean Time to Resolution (MTTR), SLA compliance, and customer satisfaction (CSAT).

• Identify performance trends and implement corrective actions proactively.

• Prepare regular reporting for IT leadership on team performance and operational health.

• Actively work tickets during high-volume periods or staffing gaps.

• Maintain technical proficiency to credibly support end users and guide team members through complex issues.

• Contribute to knowledge base articles both internal to IT and for internal users, plus self-service documentation.

• Work closely with Tier 2/3 teams, IT leadership, and global counterparts to improve escalation paths and reduce repeat incidents.

• Participate in ITSM process improvement initiatives.

• Support follow-the-sun handoff coordination with IT teams in other regions.

What You Will Bring To HealthEdge:

• 9-11 years of experience in IT support or service desk roles, with at least 4 to 5 years in a lead or supervisory capacity.

• Hands-on experience with ITSM ticketing platforms.

• Demonstrated ability to manage SLAs and interpret service desk performance metrics.

• Strong communication skills in English (written and verbal)

• Ability to manage competing priorities in a fast-paced, globally distributed environment.

• Experience supporting a Windows/Microsoft 365 environment

• ITIL Foundation certification (v3 or v4)

• Experience supporting a SaaS or technology company

• Familiarity with healthcare IT or experience in a HIPAA-regulated environment
• Experience with follow-the-sun or 24x7 support models