Service Desk Team Lead

Software/IT Salt Lake City, Utah

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At BioFire Diagnostics, LLC. we make the world a healthier place by providing molecular solutions that lessen the time to medical results and empower healthcare professionals to make better diagnostic decisions.

We are proud to be part of the bioMérieux family and the 5,000+ team members across 12 sites and subsidiaries in North America committed to our mission to help save lives around the globe through the power of diagnostics.

Come be a part of our team and our mission as a Service Desk Team lead!

Job Summary

The Service Desk Team lead is responsible for handling all appropriate escalation for their tier of Service Desk Technicians. This role will assist the Service Desk Manager in day-to-day operations, which include mentoring and training new and current staff. Additionally, this role will be called on to aid in developing and implementing process improvements.


Essential Job Duties and Responsibilities

Perform all work in compliance with company policy and within the guidelines of BioFire Diagnostics’ Quality System.

Understand BioFire Diagnostics’ technical mission and overall mission to improve public healthcare.

Responsible for the assignment of incidents and request tickets to appropriate personnel

Handling appropriate escalations in a timely fashion.

Aid with training and mentoring Service Desk staff.

Assist in keeping remote monitoring systems up to date and alerts current.

Improve and maintain customer experience assisting the development of SLAs.

Create and maintain technical and customer facing documentation.

Provide onsite and remote phone support to end users.

Work with the Service Desk Manager to ensure tickets are routed to the proper resource.

Coordinate resources between projects and day to day operations under the direction of the Service desk manager and IS leadership.

Purchase appropriate IS equipment for end users.

Aid in estimating the effort required for implementation of IS support systems and related processes.

Contribute to continues improvement plans for IS processes.

Performs other duties as assigned.



Training and Education

2+ years of experience in an applicable field or role.



Requires 2 years of related experience maintaining IT & IS systems and extensive experience in IS help and customer roles.


Knowledge, Skills and Abilities

Efficient planning, organization skills

Excellent written and verbal communication skills

Proven leadership aptitudes

Excellent customer service ability

Strong delegation capabilities


Physical Requirements

This job requires sedentary work using a computer

Ability to lift 50 lbs

BioFire Diagnostics, LLC. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioFire Diagnostics’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).