Team Lead, Help Desk

The Team Lead, Help Desk is responsible for managing the internal technical support team at WellSky. The scope of this job includes tracking KPIs and ensuring the successful closure and quality of tickets related to hardware, software, desktop applications, and networks.

This opening is with our Information Technology team, based at WellSky’s World Headquarters in Overland Park, KS. We invite you to apply today and join us in shaping the future of healthcare!

Key Responsibilities:

• Monitor the help desk team’s daily performance in managing tickets, troubleshooting, and providing support to ensure SLAs are met.
• Provide guidance and support to help desk technicians on handling complex troubleshooting issues and following best practices in ticket management.
• Track recurring issues, suggest, and implement improvements to resolve root cause.
• Keep up to date documentation, knowledge-based articles for more efficient issue resolution.
• Act as a liaison between team members and leadership to escalate unresolved or systemic issues.
• Hold daily or weekly check-ins to review team progress, highlight common challenges, and share updates on internal processes.
• Perform other job duties as assigned.

Required Qualifications:

• Bachelor's Degree or equivalent work experience
• At least 1-2 years relevant work experience
• At least 0-1 years relevant management work experience

Preferred Qualifications:

• Experience leading or managing teams
• A+, N+, or Security+ certification
• Current Microsoft Certified Professional (MCP) certification 
• Familiarity with Voice over IP Phone systems and deployments
• Office 365 Administration
• Familiarity with Jira ticketing system
• Understanding of Microsoft security patches and process for applying them ​

Job Expectations:

• Willing to work additional or irregular hours as needed
• Must work in accordance with applicable security policies and procedures to safeguard company and client information
• Must be able to sit and view a computer screen for extended periods of time

WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference.

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.

Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:

• Excellent medical, dental, and vision benefits
• Mental health benefits through TelaDoc
• Prescription drug coverage
• Generous paid time off, plus 13 paid holidays
• Paid parental leave
• 100% vested 401(K) retirement plans
• Educational assistance up to $2500 per year