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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Desk operations and customer support, with a strong focus on team leadership, performance management, and effective communication during high-pressure situations. Proficient in optimizing workflows and ensuring service level agreements are met while fostering a cohesive and high-performing team environment.
Highest-signal resume keywords
IT Service Desk ManagementTeam LeadershipCustomer SupportPerformance MonitoringCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Desk StrategyITSM Ticketing SystemsWorkflow OptimizationData AnalysisProblem-SolvingCritical ThinkingCall Center ManagementPerformance Metrics TrackingIncident ManagementStaff Scheduling
Soft Skills
Verbal CommunicationWritten CommunicationCoachingMentoringOrganizational Skills
Tools & Technologies
Automatic Call Distribution (ACD) SystemHelp Desk SoftwarePerformance Monitoring ToolsData Analysis Tools
Industry Keywords
Healthcare TechnologyService Management Best PracticesCustomer SatisfactionTeam CohesionOperational Demands
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Provide 24/7 supervisory coverage for IT Service Desk and Desktop Support teams
- Supervise and support service desk operations to ensure consistent, high-quality customer service
- Provide direct customer support by troubleshooting issues and answering questions about products and services
- Manage call queues and ticket workflows, prioritizing work based on customer impact, urgency, and staff availability
- Monitor open tickets, identify overdue issues, and ensure timely and effective resolution
- Ensure high levels of customer satisfaction at every point of contact
- Plan, schedule, and coordinate staff coverage to meet service level agreements
- Schedule IT support staff for optimal coverage across help desk contact points
- Monitor assignments and performance to balance workloads and meet service commitments
- Manage and optimize the Automatic Call Distribution (ACD) system, including user-level changes, data analysis, and process improvement recommendations
- Serve as the primary voice of IT during major incidents
- Deliver timely, accurate, organization-wide communications
- Translate technical details into clear, jargon-free updates for business stakeholders, executives, and the broader organization
- Communicate with technical subject matter experts and executive leadership during high-pressure situations
- Track team performance metrics, coach team members, and serve as the primary escalation point during shifts
Requirements
What you’ll need- Bachelor's degree in Health Informatics, IT, Computer Science, or a related field
- Typically 5+ years in healthcare technology
- 3+ years in a supervisory or leadership role
- Exceptional verbal and written communication skills
- Ability to translate complex technical concepts into clear, concise, audience-appropriate messaging
- Ability to deliver accurate, confident mass communications under pressure during major incidents or service disruptions
- Strong people leadership and coaching capability
- Ability to develop and sustain a cohesive, high-performing team
- Skill in coaching, mentoring, and developing employees through observation, feedback, and hands-on support
- Ability to foster accountability through trust, guidance, and clear expectations
- Understanding of Service Desk strategy, service management best practices, and relevant industry standards
- Ability to balance short-term operational demands with long-term direction and continuous improvement
- Knowledge of call center and ITSM ticketing systems, including performance monitoring and workflow optimization
- Critical thinking and problem-solving skills
- Ability to analyze systems, workflows, and data to identify inefficiencies and recommend improvements
- Comfort in dynamic environments where priorities and information may change quickly
- Strong organizational and time management skills
- Ability to manage multiple priorities while maintaining service quality and team morale
- Skill in modeling professionalism, accountability, and calm leadership
- Commitment to collective success over individual metrics
- Willingness to collaborate across shifts and functions
Benefits
Comp & perks- Diversity and inclusion embedded in Atos's DNA
- Fair work environment commitment
- ESG and CSR commitment