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**We are more than a health system. We are a belief system.** We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary:

This role emphasizes customer-focused end user support and issue resolution, aiming for successful outcomes while minimizing the customers' effort.

The Service Operations IT Lead serves as the single point of contact for unresolved customer issues that require escalation. This person triages escalations and coordinates with the service management team to engage cross functional resources (Service Desk, Field Services, Infrastructure, Application Support, Clinical Informatics, Vendors) and tracks the case to resolution—restoring customer trust while driving root cause analysis and process improvements to reduce future escalations. This role blends customer advocacy, incident management, and light technical coordination in a healthcare IT environment, where reliability, safety, and compliance are critical.

The Service Operations Lead also acts as the provider and recipient of key information that needs to be communicated between several cross functional groups ensuring proactive information sharing and timely reaction to information received within the IT portfolio.

Responsibilities And Duties:

50% - Customer Service

The Service Operations Lead will be an ambassador for IT Service and work to develop trusted relationships with customers while focused on:

Customer Escalations and Follow-Up (Highest Priority)

Work with leadership to prioritize based on patient care impact/severity.

Act as the escalation point for unresolved technical issues from Tier 1 and above teams.

Motivate Investigation into complex customer concerns in collaboration with Service Management, Tier 1, and Tier 2 teams.

Identify the right technical teams (e.g., network, endpoint, apps, EMR analysts, vendor support) and coordinate actions, ensuring SLA compliance and timely resolution.

Take ownership of all escalated issues (phone, email, ticket, executive/management escalations) from initiation to closure.

Maintain detailed documentation and communication logs for escalated cases. To ensure timely resolution and follow-through to achieve customer satisfaction.

Maintain clear, proactive communication with the customer; set expectations, provide frequent updates, and confirm satisfaction at resolution.

Attends customer service skills training as provided and coaches other associates on how to provide excellent customer service.

40% Administrative / Other Duties Assigned:

Department Specific Duties

Participates in periodic team meetings to establish ongoing communication and collaboration within the team and consistency throughout the enterprise.

Attend leadership meetings as requested to represent the team.

Assist with onboarding and training of new associates.

Contributes to knowledge base documentation and process improvement initiatives.

Participate in governance meetings and cross-functional projects as needed.

Provides input to the Manager related to operational performance opportunities.

System Level Duties

Prepare agendas, reports, and talking points for daily Tiered Safety Huddles.

Coordinate with other service teams and leadership to ensure accountability and transparency.

Support communication flow between frontline teams and IT leadership.

Identify and analyze aging tickets and unresolved work items across service queues.

Other relevant duties as assigned.

10% Technical Support:

Respond to escalated technical support requests, collaborate with Service Management, Clinical Informatics, Level 2, and 3 IT teams to resolve issues.

Ensure incidents and resolutions are properly documented so that they can contribute to the healthcare IT knowledge base.

Support day-to-day activities in the Service Desk domain as needed to provide customer support.

Minimum Qualifications:

No Degree or Diploma

Additional Job Description:

SPECIALIZED KNOWLEDGE

+ 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.

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

IS Technical Support Call Center

Join us!

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment