Sr. Service Desk Specialist

Healthcare’s helping hand.

CHG shook things up in 1979 by inventing the locum tenens staffing model. We connect doctors with patients who need their care. As the largest physician staffing firm in America, our providers treat millions of patients each year.

Our industry is growing and demand is high. This means you’ll have plenty of opportunities to grow and develop in your career. Keeping healthcare healthy can be as fun as it is rewarding

IT Services is looking for a Senior Service Desk Specialist to join our Service Desk team. The Service Desk team is the frontline support function for CHG Healthcare, delivering technical support across multiple business units and ensuring employees and customers can work effectively with minimal disruption. The team resolves incidents, fulfills requests, and drives continuous improvement through data, automation, and strong partnerships with other IT teams.

As a Senior Service Desk Specialist you will serve as the lead technical resource and Tier 2 escalation point for the team, owning complex escalated incidents through resolution, leading incident response during outages, and championing the adoption of AI-powered tools that help the team work smarter and deliver a better customer experience. The ideal candidate combines advanced hands-on troubleshooting with a natural ability to mentor and develop others and brings deep ITIL knowledge and strong ITSM experience to drive continuous improvement in service delivery.

IT support is evolving rapidly, and this role is designed to grow with it. The person in this seat will help shape how the team adapts, where human expertise gets focused, and how service delivery improves over time. For someone who is curious, proactive, and eager to lead through change, this role offers real opportunities to expand scope, influence, and impact as the function evolves.

Responsibilities

• Provide advanced technical support for internal and external customers, ensuring high service quality and timely resolution.
• Monitor the triage queue and ticket backlog to ensure timely assignments, appropriate prioritization, and SLA compliance, proactively identifying aging tickets, adjusting urgency levels, and keeping the team's workload balanced and moving.
• Mentor and develop Tier 1 and Tier 2 specialists through real-time coaching, structured feedback, onboarding support, identifying skill gaps and recommending training or process changes to strengthen team capability.
• Monitor phone queue coverage and availability across business hours, managing call routing, adjusting agent assignments during outages or events, and serving as a first-stop escalation for high-priority situations.
• Serve as the primary escalation point for complex incidents and outages and communications to leadership through the lifecycle of an issue.
• Apply ITIL practices across incident, request, problem, and change management, managing and optimizing workflows within Jira Service Management, maintaining accurate ticket documentation, and surfacing service trends through reporting.
• Collaborate with infrastructure, application, and security teams to resolve systemic or cross-functional issues, and own assigned projects and initiatives from scoping through delivery representing the Service Desk perspective.
• Contribute to knowledge management by creating and maintaining KB articles, standard operating procedures, and self-service resources accessible to Tier 1 agents and customers.
• Leverage AI-assisted tools to accelerate troubleshooting, draft knowledge base content, surface patterns in service data, and identify opportunities to expand AI-driven workflows that improve Service Desk efficiency and customer experience.

Qualifications

• Demonstrate experience mentoring, or guiding junior team members in a support environment.
• Hands-on proficiency with ITSM platforms (e.g. ServiceNow, Jira Service Management) including queue management, workflows, and reporting.
• Practical ITIL experience with the ability to articulate how frameworks were applied to improve service outcomes.
• Ability to leverage AI-assisted tools to work smarter, freeing time for complex problem-solving, project, and strategic work.
• Strong operational awareness with the ability to monitor multiple workflows simultaneously, including phone queues, ticket triage, and personal backlogs, and make real-time decisions to keep the Service Desk queue running efficiently.

Education & Experience

• 5+ years of experience in IT Service Desk or technical support roles, including Tier 2 responsibilities.
• Strong troubleshooting skills across Windows OS, Microsoft 365, Active Directory, and common business applications.
• Excellent written and verbal communication skills wi