Help Desk Team LeadPrint

Job Summary

Proliance Surgeons' Corporate Office, in downtown Seattle, WA is looking for a Help Dcaresk Team Lead to join their team.

Job Description

Posted: 10/12/2017
Status: Full Time
Type: Administrative
Care Center: Proliance Surgeons, Inc.
City: Seattle, WA

Job Description:

The primary role of the Help Desk Team Lead is to resolve more complex issues which require detailed systems and applications knowledge. This person will also work with the IT Department system administrators as well as assist Tier 1 personnel. This person will be required to effectively provide resolution for issues relatively complex in nature, including thorough follow-up support and closure to issues.  This person will need to be extremely customer service oriented and must be able to clearly and effectively communicate technical solutions in a non-technical manner with employees at all levels within the company.


  • Handle Tier 1 escalations and problem resolution for end-user, system and network issues in a fast pace environment
  • Provides technical leadership, knowledge sharing and mentorship to Tier 1
  • Maintain close contact and open communication with clients until an issue has been resolved
  • Use communication channels to inform team of important issues and information which will help improve team performance
  • Assist Manager with providing outage information and follow-up to end-users as needed
  • Maintain close contact and open communications with system admins to research root cause analysis
  • Manage the CRM ticketing system, make all necessary upgrades and changes, create training documentation and conduct training to new hires
  • Provide reports weekly out of CRM system on team stats for operational efficiency improvement
  • Monitor ticket queues for quality documentation, responsiveness within SLA, and identify training gaps with Tier 1 team
  • Coordinate weekly team schedule to ensure coverage for users
  • Other duties as assigned

Skills & Knowledge:

  • Excellent customer service skills
  • Self-motivated and goal driven, with the ability to effectively prioritize and execute tasks in a fast-paced environment
  • Excellent oral and written communication skills including strong attention to detail
  • Strong interpersonal, analytical, and problem solving skills
  • Outstanding organizational, time management and multi-tasking skills
  • Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines
  • Experience working in a team-oriented, collaborative environment (sometimes virtually)
  • Proficient with internal ticketing system
  • Proficiency with various hardware and software equipment and operating systems
  • Windows Desktop applications; various operating systems, software applications and basic hardware for the PC; principles of theories of network systems and management Internet technologies and products

Experience & Education:

  • Associates Degree in information technology or similar discipline and minimum 4 years of experience in escalated IT help desk operations/Team Lead (i.e. providing end-user support for desktop and application software, OR 4 years installing, upgrading, troubleshooting and repairing computers and printers in a network environment)
  • Ability to apply understanding and knowledge of information systems products and services to assist internal users on issues related to the operation of their IT assets
  • Expert problem solving and documentation skills
  • Strong telephone and interpersonal networking skills
  • Excellent customer service skills, with the drive to excel in a prompt and courteous fashion
  • Ability to read, understand and implement established procedures
  • CompTIA, Microsoft, CISCO, and ITIL certifications preferred
  • Knowledgeable with LAN/WAN/WLAN technologies
  • Experienced with Microsoft client and server operating systems
  • Healthcare experience preferred
  • Training in information management, use of troubleshooting and technology knowledge base usage to help clientele in the proper diagnosis of the root cause of technical problems, while able to recommend an accurate resolution

How to Apply:

If interested in applying, please email your cover letter CV/resume, and references through the form below or email to 

  • Use “Help Desk Team Lead" as the subject
  • Candidates under consideration will be scheduled for a telephone, Skype or FaceTime interview
  • Successful first round candidates will be invited to interview in person
  • We regret we are not in a position to personally respond to all applicants

About Proliance Surgeons:

Proliance Surgeons is one of the largest surgical practices in the country, with 240 board-certified physicians providing treatment at more than 100 care centers in Washington State. Our range of specialties includes orthopedics, sports medicine, ear nose & throat, general surgery, ophthalmology, urology and more. Many of our surgeries are performed at our own outpatient surgery centers where costs are often lower and recovery times faster than at a hospital. Patients return home the day of their surgery to begin healing and rehabilitation and get back to doing what they love, faster. Proliance physicians helped more than 600,000 patients last year alone and performed over 75,000 surgeries. See for more information.

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