Service Desk Operations Manager

POSITION SUMMARY:

The position of Service Desk Operations Manager combines leadership of service desk operations with a focus on performance improvement, operational efficiency, and compliance. This position combines strong leadership with expertise in business analysis, reporting, and process optimization. The ideal candidate will possess a solid background in healthcare service management and a deep understanding of how data analysis and reporting can drive continuous improvements within the service desk environment.

Essential Functions:

To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.

Leadership & Team Management:

· Lead and manage the Service Desk team to provide efficient, responsive, and high-quality support for healthcare providers, staff, and patients

· Ensure that service desk managers, supervisors and staff are trained and have the resources to deliver support aligned with HCTec standards

· Establish and monitor team objectives, KPIs, and individual performance goals, providing regular feedback, coaching, and professional development opportunities

· Foster a positive and collaborative environment, ensuring that customer service excellence is always maintained

Business Analysis & Reporting:

· Utilize data analytics and business intelligence tools to monitor service desk operations, identify performance trends, and recommend actionable improvements

· Develop and maintain reports that provide insight into key performance indicators (KPIs) for service desk efficiency, incident resolution, response times, and customer satisfaction

· Analyze service desk performance data to identify areas for improvement. Recommend solutions and track improvements over time

· Provide detailed reporting to senior management, including trends in service desk performance, areas requiring additional or reduced resources, and ensure continuous improvement of processes

· Collaborate with senior management to ensure that service desk processes align with broader organizational goals

Additional Information:

· Demonstrate regular and reliable attendance

· Availability to work flexible hours, including evenings and weekends, as needed

· Experience managing remote teams or hybrid work environments is a plus

· Perform other duties as assigned

· Regular overnight travel (up to 30%) by land and/or air

· Confidentiality

o Access to and/or work with sensitive and/or confidential information

· HIPAA

o Exhibit a basic understanding of healthcare regulation and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Corporate Standards and Recommended Practices

Education:

· Bachelor's degree in Information Technology, Business Administration, Healthcare Administration, or related field and/or equivalent years’ additional experience.

Experience:

· 5-7 years’ service center, IT, or help desk

· 4 years’ management

Key Qualifications:

· Proven experience in service desk or management, preferably within the healthcare industry

· Exceptional leadership skills with the ability to motivate and guide a team toward achieving goals

· Strong communication and interpersonal skills, with the ability to collaborate across departments and levels of an organization

· Strong background in data analysis, reporting, and performance management.

· Ability to analyze complex data and translate insights into actionable strategies for operational improvement

· Creative problem-solving abilities and attention to detail

· Highly organized with strong problem-solving and decision-making abilities