Be the calm, capable quarterback for IT support. You’ll lead the service desk team, drive escalations to resolution, and keep customers informed while tightening processes, SLAs, and performance.
About OneOncology
OneOncology supports independent community oncology practices through a physician-led, patient-centric, and technology-powered model. Their mission is to improve the lives of everyone living with cancer by helping practices deliver exceptional care and operate efficiently.
Schedule
- Remote (United States)
- Full-time
- On-call participation required
- Occasional travel as needed
What You’ll Do
- Serve as liaison between clients and Tier 3 support teams, especially during escalations
- Communicate quickly and clearly with clients during emergencies and high-impact issues
- Manage ticket escalation and push issues from intake through resolution end-to-end
- Direct daily service desk operations: ticket resolution, technical customer service, and support workflows
- Lead, mentor, train, and evaluate service desk team members (remote and/or on-site)
- Maintain and contribute to ServiceNow documentation and knowledge base content
- Monitor incoming issues, spot trends, and proactively flag broader or systemic problems
- Act as the senior-most technical resource on the service desk and step in when queues spike
- Coordinate with vendors and internal technical teams to route issues to the right owners
- Partner with product owners on root cause analysis and reducing recurring disruptions
- Ensure service processes, SLAs, metrics, and service quality meet or exceed customer expectations
- Help plan, test, and implement platform upgrades and maintenance with product owners
- Define and implement continuous improvements, including automation opportunities
- Create standards, procedures, KPIs, and reporting to track service desk performance and queue hygiene
What You Need
- 4–5 years of experience in technology, service desk, and/or helpdesk
- Strong knowledge of hardware, software, and network troubleshooting
- Experience with incident analysis, problem management, and process improvement
- Change management experience (introducing updates without breaking trust or workflows)
- Strong communication skills and ability to influence stakeholders
- Ability to multitask, prioritize, and perform under pressure
- Strong project tracking skills
- Experience with remote management of client computers and servers
- Working knowledge of:
- Active Directory and Exchange user/group maintenance
- Exchange 2010–2019/O365 environments
- SQL Server management (working understanding)
- Microsoft server products and virtual environments (Hyper-V, VMware, RDS, etc.)
- Bachelor’s degree preferred (Information Systems or healthcare-related)
- A+ and Microsoft certifications preferred (or equivalent experience)
- Healthcare experience is a plus
Benefits
- Not listed in the posting (review OneOncology benefits details during the application process)
If you like running a tight ship, hate unresolved tickets, and can lead humans while battling tech chaos, this one’s for you.
Happy Hunting,
~Two Chicks…