Job Summary

The Shift Lead – L2 is responsible for supervising service desk operations during an active shift, ensuring that incidents and requests are handled in accordance with approved ITSM processes and clinical support guardrails. The role balances workload, manages priorities, and enforces process discipline to protect service levels and user experience. This role does not replace the Service Desk Manager but serves as the on the floor operational authority, handling escalations, coordinating cross team dependencies, and ensuring smooth shift handovers. The Shift Lead does not perform deep technical remediation but is accountable for operational execution, communication, and timely escalation. Job Title\\\\r\\\\nService Desk Shift Lead – L2\\\\r\\\\n________________________________________\\\\r\\\\nJob Summary\\\\r\\\\nProvides real time operational leadership for the service desk during assigned shifts. Ensures queue stability, SLA adherence, and effective escalation handling for incidents and service requests, with particular attention to clinically sensitive and high impact issues. Acts as the first operational escalation point for L1 analysts and coordinates closely with onsite, nearshore, offshore, and resolver teams to maintain uninterrupted support.\\\\r\\\\n________________________________________\\\\r\\\\nJob Description (Scope Aligned)\\\\r\\\\nThe Shift Lead – L2 is responsible for supervising service desk operations during an active shift, ensuring that incidents and requests are handled in accordance with approved ITSM processes and clinical support guardrails. The role balances workload, manages priorities, and enforces process discipline to protect service levels and user experience.\\\\r\\\\nThis role does not replace the Service Desk Manager but serves as the on the floor operational authority, handling escalations, coordinating cross team dependencies, and ensuring smooth shift handovers. The Shift Lead does not perform deep technical remediation but is accountable for operational execution, communication, and timely escalation.\\\\r\\\\n________________________________________\\\\r\\\\nKey Responsibilities\\\\r\\\\n• Oversee service desk operations during assigned shifts, ensuring queue health and SLA adherence\\\\r\\\\n• Act as the first escalation point for L1 analysts for priority or complex issues\\\\r\\\\n• Validate ticket categorization, prioritization, and routing accuracy\\\\r\\\\n• Manage workload distribution and rebalancing based on demand and incident severity\\\\r\\\\n• Ensure clinically sensitive or business critical issues are escalated promptly and correctly\\\\r\\\\n• Coordinate with onsite support, command center, and resolver teams as required\\\\r\\\\n• Support major incidents by providing operational coordination and shift level updates\\\\r\\\\n• Enforce process compliance, ticket hygiene, and documentation standards\\\\r\\\\n• Conduct structured shift handovers with clear status, risks, and follow ups\\\\r\\\\n• Escalate systemic issues, risks, or capacity concerns to the Service Desk Manager\\\\r\\\\n________________________________________\\\\r\\\\nSkill Requirements\\\\r\\\\nOperational & Leadership Skills\\\\r\\\\n• Strong experience in service desk or IT operations roles\\\\r\\\\n• Proven ability to manage real time queues, priorities, and escalations\\\\r\\\\n• Solid understanding of ITSM processes (Incident, Request, Major Incident support)\\\\r\\\\n• Ability to remain calm and decisive in high pressure situations\\\\r\\\\nCommunication & Coordination\\\\r\\\\n• Clear and assertive communication with analysts, managers, and resolver teams\\\\r\\\\n• Ability to translate operational issues into concise status updates\\\\r\\\\n• Experience coordinating across multiple delivery locations\\\\r\\\\nPreferred Experience\\\\r\\\\n•

Key Responsibilities

Oversee service desk operations during assigned shifts, ensuring queue health and SLA adherence • Act as the first escalation point for L1 analysts for priority or complex issues • Validate ticket categorization, prioritization, and routing accuracy • Manage workload distribution and rebalancing based on demand and incident severity • Ensure clinically sensitive or business critical issues are escalated promptly and correctly • Coordinate with onsite support, command center, and resolver teams as required • Support major incidents by providing operational coordination and shift level updates • Enforce process compliance, ticket hygiene, and documentation standards • Conduct structured shift handovers with clear status, risks, and follow ups • Escalate systemic issues, risks, or capacity concerns to the Service Desk Manager

Skill Requirements

Skill Requirements Operational & Leadership Skills • Strong experience in service desk or IT operations roles • Proven ability to manage real time queues, priorities, and escalations • Solid understanding of ITSM processes (Incident, Request, Major Incident support) • Ability to remain calm and decisive in high pressure situations Communication & Coordination • Clear and assertive communication with analysts, managers, and resolver teams • Ability to translate operational issues into concise status updates • Experience coordinating across multiple delivery locations Preferred Experience • ✅ Prior experience supporting Life Sciences or Healthcare IT environments is preferred • ✅ Experience handling clinically sensitive or patient impacting issues NA

Other Requirements

 Job Title Service Desk Shift Lead – L2 ________________________________________ Job Summary Provides real time operational leadership for the service desk during assigned shifts. Ensures queue stability, SLA adherence, and effective escalation handling for incidents and service requests, with particular attention to clinically sensitive and high impact issues. Acts as the first operational escalation point for L1 analysts and coordinates closely with onsite, nearshore, offshore, and resolver teams to maintain uninterrupted support. ________________________________________ Job Description (Scope Aligned) The Shift Lead – L2 is responsible for supervising service desk operations during an active shift, ensuring that incidents and requests are handled in accordance with approved ITSM processes and clinical support guardrails. The role balances workload, manages priorities, and enforces process discipline to protect service levels and user experience. This role does not replace the Service Desk Manager but serves as the on the floor operational authority, handling escalations, coordinating cross team dependencies, and ensuring smooth shift handovers. The Shift Lead does not perform deep technical remediation but is accountable for operational execution, communication, and timely escalation. ________________________________________ Key Responsibilities • Oversee service desk operations during assigned shifts, ensuring queue health and SLA adherence • Act as the first escalation point for L1 analysts for priority or complex issues • Validate ticket categorization, prioritization, and routing accuracy • Manage workload distribution and rebalancing based on demand and incident severity • Ensure clinically sensitive or business critical issues are escalated promptly and correctly • Coordinate with onsite support, command center, and resolver teams as required • Support major incidents by providing operational coordination and shift level updates • Enforce process compliance, ticket hygiene, and documentation standards • Conduct structured shift handovers with clear status, risks, and follow ups • Escalate systemic issues, risks, or capacity concerns to the Service Desk Manager ________________________________________ Skill Requirements Operational & Leadership Skills • Strong experience in service desk or IT operations roles • Proven ability to manage real time queues, priorities, and escalations • Solid understanding of ITSM processes (Incident, Request, Major Incident support) • Ability to remain calm and decisive in high pressure situations Communication & Coordination • Clear and assertive communication with analysts, managers, and resolver teams • Ability to translate operational issues into concise status updates • Experience coordinating across multiple delivery locations Preferred Experience • ✅ Prior experience supporting Life Sciences or Healthcare IT environments is preferred • ✅ Experience handling clinically sensitive or patient impacting issues