IT Service Desk Specialist III

U.S. Urology Partners

. Provide and lead remote technical support for more than 1,000 associates .

Posted 11/6/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ITIL-aligned Incident, Service Request, Problem and Change Management processes, with a strong focus on service desk performance metrics and customer satisfaction. Proven ability to lead technical support teams, drive continuous improvement, and collaborate effectively across various IT functions.

Highest-signal resume keywords

ITIL FrameworkServiceNowWindows OSHealthcare IT SystemsITIL v3 or v4 Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementService Request ManagementProblem ManagementChange ManagementService Desk Performance MetricsRoot Cause AnalysisAutomation ToolsRemote Support ToolsNetworking FundamentalsVOIP Solutions

Soft Skills

Problem-SolvingCommunicationAnalytical SkillsInterpersonal SkillsAttention to Detail

Tools & Technologies

JiraBMC RemedyFreshserviceMicrosoft ExchangeOffice 365Active Directory

Certifications & Qualifications

ITIL v3 Foundation CertificationITIL v4 Foundation Certification

Industry Keywords

Healthcare IndustryIT Compliance RequirementsCybersecurity PrinciplesMulti-Site Service Operations

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNowVoIP

About the role

Key responsibilities & impact

Provide and lead remote technical support for more than 1,000 associates
Implement, manage and support ITIL-aligned Incident, Service Request, Problem and Change Management processes
Develop service desk performance metrics, including SLAs, KPIs, first-call resolution, ticket response and resolution times, and customer satisfaction
Respond to technical assistance requests via phone, chat and email
Act as the primary escalation point for complex or critical technical issues
Coordinate resolution efforts with end users, internal teams, external vendors and managers
Develop and maintain knowledge base articles, workflows and standard operating procedures
Conduct training and mentoring sessions for Service Desk staff
Drive continuous improvement using user feedback and performance data
Conduct root cause analysis for recurring incidents
Collaborate with infrastructure, application and security teams on long-term fixes and preventative measures
Promote automation and self-service tools
Collaborate with the IT Service Delivery Manager on service delivery goals
Manage communications for outage and emergency activities

Requirements

What you’ll need

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 and fostering a customer-centric and service-oriented culture
ITIL v3 or v4 Foundation certification or higher preferred
Knowledge of healthcare IT systems and regulations preferred
Familiarity with cybersecurity principles and IT compliance requirements preferred
Experience in multi-site service operations preferred
Ability to occasionally lift and transport IT equipment during on-site visits
Ability to work flexible hours, including evenings and weekends, as needed

Benefits

Comp & perks

Comprehensive medical, dental and vision plans
HSA / FSA
401(k) matching
Employee Assistance Program (EAP)
Competitive compensation
Occasional travel for site visits