IT Service Desk Shift Lead

The IT Service Desk Shift Lead serves as an operational leader within the IT Workplace Services team, providing reliable Tier 1 to Tier 3 support across the enterprise. In this onsite role in Rancho Cucamonga, the shift lead improves service readiness and performance through ITSM/ITIL 4 practices, SLA monitoring, and knowledge-centered support.

Role Overview

As an operational lead, you steward shift effectiveness, readiness, and support capability maturity. You support service assurance and continuous improvement using service management processes across incidents, requests, problem management, change, and knowledge practices. The position also emphasizes knowledge-based best practices to improve time to relief and increase deflection.

Key Responsibilities

• Own the Single Point of Contact (SPOC) function and apply service desk industry best practices aligned with ITIL 4 value streams, roles, and processes across incident, request, problem, change, and knowledge practices.
• Operate within the existing Service Management System, support performance evaluation as needed, and assist continuous improvement efforts aligned to team member expectations and SLAs.
• Support triage, restoration, communications, incident bridges, and post-incident reviews with defined escalation paths and service assurance.
• Standardize request models, approvals, and fulfillment workflows to minimize cycle time and improve predictability.
• Drive root cause analysis to reduce repeat incidents.
• Participate in CAB meetings and provide end user experience feedback.
• Build and govern an enterprise knowledge program (for example, ServiceNow Knowledge Center) including lifecycle controls, audience targeting, search optimization, and content health management (gaps and duplicates).
• Measure and improve knowledge-based transactions and time to resolve.
• Author SOPs, runbooks, knowledge base articles, and configuration documentation.
• Coach IT Specialist I and II team members and contribute to workforce upskilling.
• Represent IT in stakeholder communications, user training, and coordination across departments.
• Partner to design and track SLAs to improve end-user experience and increase productivity.
• Embed continuous feedback loops (including surveys and CSAT) into closure communications and trend analysis for targeted service improvements related to Problem Management.
• Own demand and capacity for support, including assistance with model staffing for seasonal peaks, project loads, and varying coverage needs to protect SLAs.
• Optimize resource allocation with automation to reduce cost per ticket while using Level II staff on higher value work.
• Maintain and communicate ongoing task coverage, ensuring primaries and backups are clearly defined.
• Mentor Tier 1 to Tier 2 talent through structured meetings and coaching, skills matrices, certifications, and readiness checks consistent with enterprise practices.
• Act as escalation lead during high-stakes incidents; maintain on-call rosters and shift handovers for continuous coverage.
• Embed KCS coaching and proficiency progression across all tiers.
• Publish operational dashboards and reviews; assist with SLA, FCR, backlog aging, MTTR/MTRS, and deflection metrics and lead corrective actions through structured improvements escalated to leadership as needed.
• Design, maintain, analyze, and publish reports from multiple systems; may include Excel data manipulation using pivot tables, graphs, formulas, and related tools.
• Use A3/LEAN and ITIL Continual Improvement to remove waste, automate repetitive tasks, and sustain measurable gains.
• Design and recommend workflow improvements for endpoint operations, imaging, inventory, service intake, and escalation processes.
• Conduct operational analyses and present recommendations to leadership for efficiency, cost reduction, and user experience improvements.
• Coordinate with externals to improve ticketing system workflows, increase automation, and support timely UAT for enhancements and fixes.
• Serve as Tier 3 escalation for complex incidents across endpoints, mobile, identity, collaboration tools, and enterprise applications; determine restoration priorities based on operational risk and business impact.
• Coordinate with ITSM, application, network, and security teams during incident bridges.
• Master and oversee Service Desk operations and processes.
• Manage user licenses for applications such as Adobe, M365, and Visual Studio, ensuring approvals are acquired prior to granting access.
• Assist with and complete requests involving Exchange Administration.
• Coordinate with the Site Support team for efficient handling of VIP interactions.
• Coordinate end-to-end identity provisioning by overseeing creation, modification, and activation of user accounts across enterprise systems (AD, Azure AD, SSO platforms, collaboration suites, and endpoint management tools). Ensure role-based access is assigned per approved entitlement models and established identity governance controls.
• Support Day One Productivity for new hires by partnering with HR, Talent Acquisition, Facilities, and endpoint engineering to ensure equipment, network access, collaboration tools, telephony, and application entitlements are configured prior to start date. Validate workstation readiness, ticket prebuilds, and communication of support resources.
• Deliver orientation support to new team members, including login procedures, security expectations, MFA setup, remote access instructions, and platform overviews. Serve as first-line escalation for onboarding-related issues during the initial days of employment.
• Execute compliant offboarding procedures by leading timely deactivation of credentials, removal of access rights, disabling accounts across systems, and revocation of VPN/MFA tokens. Coordinate with Security and IAM teams to meet regulatory, audit, and risk frameworks.
• Protect enterprise security during transitions by ensuring offboarding meets data loss prevention and privileged access removal requirements, including validation of account disablement, mailbox transitions, shared drive removals, and access cleanup across integrated systems.
• Support transfers and role changes by assisting with re-provisioning access, adjusting entitlements, handling promotions or organizational restructuring, and maintaining accuracy through entitlement reviews and audits.
• Continuously improve on and offboarding workflows by identifying process gaps, automating provisioning tasks, reducing manual steps, and leveraging standardized templates, workflow automation, ITSM platform features, and identity governance tooling.
• Perform other duties as required to support Health Plan operations and department business needs.

Required Qualifications

• Minimum six (6) years of experience combining IT support environment work with user administration, hardware and software expertise; Service Desk Operations; experience with Windows and macOS; Microsoft Office Suite and common enterprise applications; experience with ITSM tools and ticketing systems; and experience with Active Directory, Exchange, Microsoft Entra, and enterprise-level application support.
• Associate’s degree from an accredited institution required (or, in lieu of the degree, a minimum of two (2) additional years of relevant work experience is required).
• Advanced knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications.
• Advanced understanding of client/server applications using relational databases.
• Proficiency with Microsoft Windows operating system and M365 Microsoft Office Suite including Word, Excel, PowerPoint, and Access (including Office products: 2013/2016/2019).
• PowerShell/scripting experience.
• Networking concepts including TCP/IP, DNS, and VPN.
• Familiarity with ITSM tools and ticketing systems, plus understanding of ITIL and CMDB and Problem/Change/Release Management.
• Customer services skills delivering exception service to internal stakeholders.
• Problem solving skills including analytical thinking for technical troubleshooting.
• Excellent written and verbal communication skills.
• Strong documentation and organizational skills.
• Proven ability to communicate comfortably in front of large audiences of senior IT and communications personnel.
• Strong attention to detail, and ability to work effectively across teams in a dynamic environment.

Preferred Qualifications

• IT certifications such as CompTIA A+/Network+/Security+, ITIL v4, or Microsoft Certified Fundamentals (for example, AZ-900) strongly preferred.
• Valid California Driver’s License preferred.
• Citrix/VDI/VDA knowledge.

Tools and Technologies

ITIL 4, ServiceNow Knowledge Center, ServiceNow, Service Management System, ITSM, Excel, PowerShell, Windows, macOS, Microsoft Office Suite, Microsoft Entra, Active Directory, Exchange, Citrix, VDI, VDA, TCP/IP, DNS, VPN, A3/LEAN, ITIL Continual Improvement, CMDB, Exchange Administration, SSO platforms, collaboration suites, endpoint management tools, MFA, VPN/MFA tokens, data loss prevention, privileged access, Adobe, Visual Studio, CSAT, HEDIS, CAHPS, NCQA.

Work Model and Schedule

• Onsite role in Rancho Cucamonga, CA; hybrid work schedule: Monday & Friday remote, Tuesday to Thursday onsite.
• Schedule may adjust based on business need and may include evenings, holidays, and weekends.
• Provides on-call support to the organization after hours and weekends, with escalations as needed.
• Consistent, onsite engagement is essential for sustained, high impact face-to-face interaction with business partners and VIPs to support elevated service delivery and operational continuity.

Physical Handling Notes

• Distribution of supplies and equipment to in-house departments.
• Items weighing more than 50 lbs will require assistance when moving.
• Back support belts must be worn when lifting, pushing, or pulling items.

Compensation

• USD $91,249 - $120,910 per year
• Pay range: USD $91,249.60 - USD $120,910.40 per year

Benefits

• Competitive salary
• State-of-the-art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs to promote work-life balance
• Flexible Spending Account (Health Care/Childcare)
• CalPERS retirement
• 457(b) option with contribution match
• Paid life insurance for employees
• Pet care insurance

Quality and Accreditation Commitment

IEHP’s Quality Program goals include, but are not limited to, HEDIS, CAHPS, and NCQA Accreditation.