Help Desk Team Lead

• Provides exceptional customer service in a friendly and timely manner to all internal and external customers
• Assist team members in their duties when required
• Resolves escalations in a timely manner adhering to the process and quality compliance
• Provide effective feedback to promote the growth of the team
• First point of contact for IT escalations
• Assist the end user community by recording, resolving, and responding to issues via various means
• Follow prescribed guidelines and procedures and seek guidance from IT leadership as appropriate
• Participates in educational programs and in-house meetings on product information and new procedures
• Assumes other duties and responsibilities as assigned by their leadership
• Maintains scheduling flexibility to ensure availability to meet the needs of the department for all hours of operation
• Ensure overall compliance with local, state and federal laws, Medicare regulations, and established personnel policies and procedures

• Associate’s degree and one year experience in a related field or equivalent combination of education and/or experience
• Good understanding of the information technology environment with knowledge of current trends and developments
• Ability to evaluate service desk processes, support tools, technical procedures, and performance data to identify opportunities for improved service quality, efficiency, and user experience.
• Must be flexible for extended hours and/or shift work with an ability and willingness to work overtime
• Must be able to work in the Plano, Texas office 5 days a week.
• Must have excellent Customer Service, telephone, listening and communication skills
• Demonstrated experience in applying knowledge/skills in a Customer Support environment
• Strong analytical aptitude and problem-solving skills in a technical environment
• Ability to understand and clearly communicate technical information to IT and non-IT personnel
• Must be able to minimize downtime by rapidly diagnosing and resolving problems
• Must be able to maintain a high level of teamwork and communication

Pulled from the full job description

• Mileage reimbursement
• 401(k) 4% Match
• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off, * Competitive Pay
• Medical, Dental & Vision insurance
• Paid Time Off
• Paid holidays
• 401k with up to 4% employer matching
• Tuition reimbursement
• Company car for qualifying individuals
• Mileage reimbursement

You can Make A Difference in the lives of others! At Heart to Heart Hospice, we provide “Compassionate Care from Our Hearts to Yours.” Our employees enhance the lives of patients with life-limiting illnesses and their loved ones,during a time when compassionate care is needed most. We are dedicated to making a difference in the lives of employees, offering the opportunity to be associated with caring teammates, and creating positive contributions in each community we serve.