Service Operations IT Lead
OhioHealth
full-time
Posted on:
Location Type: Hybrid
Location: Columbus • Ohio • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Serve as single point of contact for unresolved customer issues that require escalation
- Triage escalations and coordinate with service management team to engage cross functional resources
- Track the case to resolution and drive root cause analysis and process improvements
- Maintain clear, proactive communication with the customer and ensure satisfaction at resolution
- Participate in periodic team meetings and provide input related to operational performance opportunities
- Respond to escalated technical support requests and ensure incidents are properly documented
Requirements
- 5 – 7 years prior experience
- Exposure to clinical workflows and common healthcare applications (EMR/EHR, imaging, scheduling)
- Familiarity with ITIL concepts (Incident/Problem Management) and support tiers (L0–L3)
- Certifications (e.g., ITIL Foundation, HDI Support Center Analyst, CompTIA A+/Net+)
- Familiarity with large-scale IT call centers (supporting 20,000+ users and 14,000+ devices) is highly desirable
Benefits
- Health insurance
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
root cause analysisprocess improvementsincident managementproblem managementtechnical support
Soft skills
communicationcustomer satisfactionteam collaborationoperational performance input
Certifications
ITIL FoundationHDI Support Center AnalystCompTIA A+CompTIA Network+