Nordic Global · 1 day ago
IT - Service Desk Lead Agent
United States
Full-time
Remote
Mid, Senior Level
4+ years expNordic Global is committed to making a difference and helping employees grow their careers. The IT Service Desk Lead Agent III is responsible for overseeing the operational delivery of the Technical Service Desk team, providing expert customer service while troubleshooting hardware and software issues for healthcare professionals.
Information ServicesInformation Technology
Responsibilities
Act as Subject Matter Expert (SME) for assigned leveraged Service Desk clients
Coach team of 10-20 agents through customer requests while performing expert level customer service
Monitor team delivery, field agent process questions/escalations via chat, and document new processes to team members to ensure quality client delivery
Identifying challenges for the team, seek solutions, document resolution or workaround steps, and relay to agents via meetings, knowledgebase articles, chat, and OneNote communications
Perform quality audits regularly for assigned agents to ensure superior delivery and SLA/KPI attainment and exceed customer expectations
Partner with Supervisor to interview and identify quality new team members
Provide feedback to Supervisor on agent Performance Evaluations
Assist with onboarding by training and mentoring new agents on client processes and procedures
Partner with Supervisor to ensure adequate coverage of staff to meet client volume and hours needs by creating and maintaining Five9 WFM schedules, identifying backfills for planned time off requests, distributing workload, and providing contact coverage when unable to identify appropriate coverage
Serve as a conduit of communications between the Supervisor and Agents. Provide management escalation and feedback as needed
Serving as an internal escalation point for resolving difficult issues; provide timely follow-up and guidance to the team
Lead informal team “huddle” meetings with agents to relay client concerns, workflow modifications, new details, etc
Collaborate with other Service Desk Leads to document, design and implement new processes, knowledgebase articles, and SOP enhancements to drive high First Call Resolution for the Service Desk
Qualification
Required
4+ years of customer service experience
4+ years of proven performance in call center or IT support (i.e., desktop support/field services, Geek Squad, etc.)
4+ years' experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent)
4+ years' experience troubleshooting Microsoft Windows Operating Systems
4+ years' experience troubleshooting Microsoft Office suite software (i.e., Outlook, O365, etc.)
4+ years' experience troubleshooting peripherals (i.e., printers, scanners, kiosks, label printers, etc.)
4+ years' experience troubleshooting software issues (i.e., Active Directory, Citrix, healthcare applications, etc.)
4+ years' experience troubleshooting access issues (i.e., password reset, account unlock, security role verification, etc.)
4+ years' experience troubleshooting connectivity issues (i.e., LAN, WiFi, VPN, etc.)
1+ years' experience troubleshooting mobile devices (phones and tablets) on Android and iOS platforms
1+ years' experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.)
Post-secondary education or equivalent experience, required
Ability to take on-call rotations outside of core business hours, including nights, weekends, and/or holidays is required
Basic understanding of Healthcare Terminology required
Demonstrates leadership skills with a proper understanding of when to escalate internally or to the client as appropriate
Proven ability to lead meetings, constructively train others, and complete assigned tasks by deadlines
Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) required
Highly organized with a demonstrated ability to prioritize work in dynamic and fast-paced environments
Excellent customer service and communication skills, written and verbal
Ability to maintain calm and professional composure in stressful environments
Must enjoy working with technology and be able to learn new hardware/software/technical processes quickly
Ability to apply problem solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills
Strong attention to detail and ability to organize
Demonstrate strong typing skills (speed and accuracy)
Must be able to work independently, as well as within a team environment
Must demonstrate and embody Nordic's maxims
Preferred
2+ years' experience working with ITSM system (i.e., ServiceNow, Remedy, Cherwell, ZenDesk, etc.) preferred
Industry-specific certification(s) (e.g., CompTIA A+, Microsoft, HDI, etc.) preferred
Bilingual in English and Spanish preferred
Experience troubleshooting Mac
Experience provisioning access in Active Directory and/or Azure
Experience provisioning Microsoft Office licenses, Distribution Lists, Group Mailboxes
Experience troubleshooting VDI, MFA
Experience or knowledge with ITIL
Company
Nordic Global
Nordic Global is an information technology company.
1001-5000 employees
H1B Sponsorship
Nordic Global has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (10)
2023 (1)
2022 (3)
Funding
Current Stage
Late StageLeadership Team
Jeff Jackson
SVP Client Partnerships and Global Sales Lead
Elizabeth Kerch Briggs
VP - Client Partnerships
Recent News
2025-06-26
HealthCareIT News
2025-04-03
Company data provided by crunchbase