The Service Desk Team Lead is responsible for managing the daily operations of the IT Service Desk, ensuring the team provides efficient and effective technical support to end users. This role includes monitoring service desk performance, mentoring staff, optimizing workflows, and delivering exceptional customer service. The Team Lead collaborates closely with the IT Manager on staff performance reviews and strategic planning, ensuring alignment with organizational goals.

What We Offer

• Compensation based on experience.
• Faith and purpose-based career opportunity!
• Fully paid health benefits
• Retirement and Life Insurance
• 12 paid holidays PLUS birthday
• Lunch is provided DAILY.
• Professional Development
• Paid Training

Duties and Responsibilities

Team Leadership and Management

• Oversee day-to-day service desk operations to ensure timely resolution of technical issues in alignment with SLAs.
• Act as the primary point of contact for escalations, providing guidance to resolve complex technical problems.
• Supervise and mentor service desk staff, fostering a culture of collaboration, growth, and professionalism.
• Monitor and manage service desk tickets to maintain high levels of efficiency and customer satisfaction.
• Schedule and coordinate staff assignments to ensure adequate coverage and balanced workloads.
• Provide input to the IT Manager for employee performance reviews and development plans.

Process Optimization

• Continuously evaluate and refine workflows, procedures, and documentation (SOPs and standards) to improve team efficiency and user experience.
• Collaborate with the IT Manager to implement IT Service Management (ITSM) processes and best practices.
• Track and analyze incident trends, identify root causes, and recommend preventive measures.

Customer Service Excellence

• Ensure the service desk team delivers exceptional customer service, responding to user inquiries in a timely and professional manner.
• Proactively engage with end users to gather feedback and identify areas for service improvement.
• Train and guide the team on customer service best practices and technical troubleshooting skills.

Collaboration and Reporting

• Work closely with the IT Manager to align service desk activities with organizational goals.
• Provide regular updates and performance metrics to the IT Manager, highlighting accomplishments and areas for improvement.
• Collaborate with other IT teams and departments to address cross-functional issues and projects.
• Operational Oversight
• Assist with vendor management for service contracts, hardware repairs, and software solutions.
• Participate in technical projects and upgrades as needed, contributing expertise and support.
• Ensure adherence to IT security protocols and data protection policies.

Desired Skills & Experience

Minimum Requirements

• High school diploma or equivalent (bachelor’s degree preferred).
• 3–5+ years of professional experience in IT service desk operations or technical support.
• Proven ability to lead and manage a team effectively.

Core Competencies

• Strong understanding of Windows operating systems, Microsoft Office, and mobile device configurations.
• Experience with service desk ticketing systems and incident management processes.
• Excellent problem-solving skills and the ability to resolve technical issues efficiently.

Preferred Competencies

• Familiarity with Active Directory, O365 user and mailbox management, and ITSM frameworks (ITIL preferred).
• Experience managing or deploying an ITSM ticketing system.
• Experience deploying and supporting Mac computers and phone systems.
• Knowledge of backup and restore solutions and file/print server management.

Personal Attributes

• Strong leadership skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills for interacting with users, team members, and stakeholders.
• Analytical mindset with a focus on continuous improvement and strategic thinking.
• Commitment to fostering a user-focused service culture.

Work Conditions

• Primarily on-site with occasional remote work opportunities.
• May need to travel between the CHM facilities.
• May require evening or weekend work to meet deadlines or manage critical issues.
• Based in Barberton, Ohio.

About Christian Healthcare Ministries

Founded in 1981, Christian Healthcare Ministries (CHM) is a health care sharing ministry for Christians. CHM is a nonprofit, voluntary cost-sharing ministry through which participating Christians meet each other’s medical bills. The mission of CHM is to glorify God, show Christian love, and experience God’s presence as Christians share each other’s medical bills.