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Lead Service Desk Team in Nashville, TN at KEPRO

Date Posted: 7/16/2018

Job Snapshot

Job Description

Since 1985, KEPRO has helped more than 20 million members lead healthier lives through clinical expertise, integrity and compassion. KEPRO was founded by physicians and clinical expertise is at the core of our organization. We are a leading quality improvement and care management organization. We offer innovative and outcomes-focused solutions to reduce the unnecessary use of health care resources and optimize the quality of care for public and commercial clients. KEPRO’s tailored programs maximize members’ quality of life, and realize greater cost savings for members and clients alike. KEPRO is on a journey to transform medical management and to develop customized solutions tailored to our client’s specific business requirements, while improving the quality of life for patients, reducing costs, and achieving return on investments for our clients. Our approach to medical management is holistic and compassionate and is coordinated around a patient’s entire healthcare experience.

Lead, Service Desk Team

Summary Description:

Supports and guides Service Desk key initiatives and projects, including cross-functional team process improvements, working with and coordinating support from Service Desk staff, root cause analysis, provide recommendations for service improvements, troubleshooting and resolving process failures, hardware/software related issues, etc.  


  • Provides technical support for internal and external customers based on established ITS procedures and requirements defined in Service Level Agreements (SLA).
  • Documents all Service Desk incidents in corporate Service Desk software.
  • Maintains and updates all end user information in the Configuration Management Database (CMDB).
  • Follows Service Desk incidents from initial report to resolution and communicates status to customer. Provides 1st  and 2nd  level support as needed.
  • Identifies Service Desk feedback opportunities, support services escalations, metrics management and distribution, post mortem & root cause analysis, identify strategy & vision opportunities
  • Monitors the quality levels of their team(s) performance within the Support Services group and for ensuring improvements where needed.
  • Conducts training and developing training curriculum for their teams, peers, and/or customers. Focuses training efforts on people leadership and people development in preparation for a management role.
  • Improves desktop services and support processes and procedures, and drafting documentation related to both.
  • Provides after hours on-call services as part of the service desk rotation schedule.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time.


  • High School Diploma or Equivalent. Associate’s Degree in Information Technology or related field preferred.  A+ and/or Network+ Certification preferred.
  • ITIL Foundation certification helpful.

Skills Knowledge Abilities

  • Exceptional customer service skills to both internal and external customers
  • Successful professional experience in providing senior level desktop support.
  • Significant experience with Windows desktop operating systems and Microsoft Office
  • Basic PC and telephone skills
  • Troubleshooting experience with software and hardware
  • Good analytic skills
  • Ability to set the standard for exemplifying team processes, strategic direction and vision.
  • Self-motivated and eager to learn in a fast paced business setting


  • Three to five years of Service or Help Desk or related technical support experience is preferred
  • Experience with current and legacy Microsoft desktop operating systems and Microsoft Office software suites

Mental and Physical Requirements        

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.

Only those candidates identified for an interview will be contacted. No Phone Calls Please.  Visit our website at for more information on the KEPRO Family of Companies.

EOE AA M/F/Vet/Disability

KEPRO is an E-Verify employer. E-Verify is an internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States.