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IEHP

Nonprofit public health plan for the Inland Empire

IT Service Desk Shift Lead

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeRancho Cucamonga, CA, USA$91.2k - $120.9k /yrHybrid

About the Job

Requirements

  • A minimum of six years of combined experience working in IT support while providing user administration, hardware and software expertise; Service Desk Operations; Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications; ITSM tools and ticketing systems; Active Directory, Exchange, Microsoft Entra, and enterprise-level application support; and IT support in a healthcare setting.
  • An Associate’s degree from an accredited institution is required; in lieu of the degree, two additional years of relevant work experience beyond the stated minimum experience requirement are required.
  • Advanced knowledge and solid understanding of Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications.
  • Knowledge of client/server applications using relational databases.
  • Proficiency with Microsoft Windows, Microsoft 365 and Office products including Word, Excel, PowerPoint, and Access.
  • PowerShell or scripting experience.
  • Knowledge of Citrix, VDI, or VDA.
  • Knowledge of networking concepts including TCP/IP, DNS, and VPN.
  • Familiarity with ITSM tools and ticketing systems.
  • Understanding of ITIL, CMDB, and problem, change, and release management.
  • Ability to deliver service and support to internal stakeholders.
  • Analytical thinking and resourcefulness in resolving technical issues and troubleshooting.
  • Strong written and verbal communication skills, documentation skills, and organizational skills.
  • Ability to communicate before large audiences of senior IT and communications personnel.
  • Attention to detail and ability to work effectively across teams toward shared goals.
  • Ability to adapt and work in a dynamic, fast-paced environment.
  • Ability to meet the role’s physical requirements, including obtaining assistance when moving items over 50 pounds and wearing a back support belt when lifting, pushing, or pulling.
  • Ability to provide after-hours and weekend on-call support and work evenings, holidays, and weekends as business needs require.

Responsibilities

  • Own the Single Point of Contact function and service desk industry best practices, aligning 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 with continuous improvement to meet team member expectations and service-level agreements.
  • Coordinate incident and major incident management, including triage, restoration, communications, incident bridges, post-incident reviews, escalation paths, and service assurance.
  • Standardize service request models, approvals, and fulfilment workflows to reduce cycle time and improve predictability.
  • Help drive problem-management root-cause analysis to reduce repeat incidents.
  • Participate in Change Advisory Board meetings and provide feedback focused on end-user experience.
  • Build an enterprise knowledge program, such as ServiceNow Knowledge Center, with lifecycle controls, audience targeting, search optimization, and content health management to maximize deflection and reduce time to relief.
  • Measure and improve knowledge-based transactions and time to resolve.
  • Author standard operating procedures, 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 cross-department coordination.
  • Partner in designing and tracking service-level agreements to improve end-user experience and increase productivity.
  • Embed feedback loops, including surveys and customer satisfaction measures, into closure communications and trend analysis for targeted service improvements.
  • Own support demand and capacity; assist with staffing models for seasonal peaks, project loads, and varying coverage needs to protect service-level agreements.
  • Optimize resource allocation with automation to reduce cost per ticket and direct Level II staff toward higher-value work.
  • Maintain and communicate task coverage, ensuring primary and backup assignments are clearly defined.
  • Mentor and develop Tier 1–2 talent through structured meetings and coaching, skills matrices, certifications, and readiness checks.
  • Serve as the escalation lead during high-stakes incidents and maintain on-call rosters and shift handovers for continuous coverage.
  • Embed knowledge-centered service coaching and proficiency progression across all tiers.
  • Publish operational dashboards and reviews covering service-level agreements, first-contact resolution, backlog aging, mean time to resolve, mean time to restore service, and deflection; lead corrective actions through structured improvements and escalate to leadership as needed.
  • Design, maintain, analyze, and publish reports from various systems, including data manipulation in Excel using pivot tables, graphs, and formulas.
  • Use A3/LEAN and ITIL Continual Improvement to remove workflow 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 on efficiency, cost reduction, and user-experience improvements.
  • Work with external partners to enhance ticketing-system workflows, address issues, increase automation, and perform timely user acceptance testing of enhancements and fixes.
  • Serve as a Tier 3 escalation point for complex incidents across endpoints, mobile devices, identity, collaboration tools, and enterprise applications.
  • Determine restoration priorities based on operational risk and business impact.
  • Participate in incident bridges and coordinate with ITSM, application, network, and security teams.
  • Oversee Service Desk operations and processes.
  • Manage user licenses for applications such as Adobe, Microsoft 365, and Visual Studio, ensuring approvals are obtained before access is granted.
  • Assist with and complete requests involving Exchange administration.
  • Coordinate with the Site Support team to ensure efficient handling of VIP interactions.
  • Oversee end-to-end identity provisioning, including creation, modification, and activation of user accounts across enterprise systems, Active Directory, Azure Active Directory, single sign-on platforms, collaboration suites, and endpoint management tools.
  • Ensure role-based access is assigned according to approved entitlement models and identity-governance controls.
  • Partner with Human Resources, Talent Acquisition, Facilities, and endpoint engineering to ensure new hires receive configured equipment, network access, collaboration tools, telephony, and application entitlements before their start date.
  • Validate workstation readiness and prebuilt tickets and communicate support resources for new hires.
  • Provide new team members with introductory IT guidance on login procedures, security expectations, multi-factor authentication setup, remote access instructions, and platform overviews; serve as the first-line escalation partner for onboarding issues during their initial days.
  • Lead timely offboarding, including credential deactivation, access removal, account disabling, and VPN and multi-factor authentication token revocation; coordinate with Security and Identity and Access Management teams to meet regulatory, audit, and risk requirements.
  • Ensure offboarding meets data-loss-prevention and privileged-access-removal requirements; validate account disablement, mailbox transitions, shared-drive removals, and access cleanup across integrated systems.
  • Assist with re-provisioning access and adjusting entitlements for transfers, role changes, promotions, or organizational restructuring; maintain access-right accuracy through periodic entitlement reviews and audits.
  • Identify gaps in onboarding and offboarding workflows, automate provisioning tasks, reduce manual steps, and use standardized templates, workflow automation, ITSM platform features, and identity-governance tools to improve throughput and reduce risk.
  • Perform other duties as required to support Health Plan operations and departmental business needs.
  • Distribute supplies and equipment to in-house departments; obtain assistance when items weigh more than 50 pounds and wear a back support belt when lifting, pushing, or pulling.

Desired Qualifications

  • A Bachelor’s degree in a related field from an accredited institution.
  • IT certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, ITIL v4, or Microsoft Certified Fundamentals (such as AZ-900).
  • A valid California driver’s license.

About the Company

IEHP

Nonprofit public health plan for the Inland Empire

IEHP is a nonprofit public health plan that connects residents of California's Riverside and San Bernardino counties with health coverage and care. It administers Medi-Cal coverage for eligible low-income residents, IEHP DualChoice for people with both Medicare and Medi-Cal, and IEHP Covered plans through Covered California. Members receive care through a network of doctors and other providers, with dedicated care teams for those who need extra support. Its community wellness centers run free fitness classes and health workshops, and it connects residents with food and housing resources. IEHP began operating in 1996 and is headquartered in Rancho Cucamonga, California.

Company size
1,001-5,000
Company stage
Not listed
Total funding
Not listed
Headquarters
Rancho Cucamonga, CA
Founded
1996

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