The Service Desk manager provides leadership and operational oversight for the Information Services Service Desk with a strong focus around Epic support.
The manager will develop a highly capable, customer-focused team that emphasizes effective troubleshooting, first-contact resolution.
This role is on site in Norfolk, VA.
Key Responsibilities: - Lead the daily operations of the Service Desk, including staffing, scheduling, workload coordination, service quality, and operational performance in a 24-hour healthcare environment.
- Provide leadership and direction to Service Desk staff delivering frontline support for technical issues, Epic and clinical applications, identity and access, hardware, software, printing, peripherals, and other enterprise technologies.
- Advance the Service Desk into a resolution-focused technical and clinical support function, with an emphasis on effective troubleshooting and increased first-contact resolution.
- Develop and maintain structured onboarding, technical and Epic training, continuing education, and competency standards for Service Desk Analyst I, II, and III roles.
- Provide operational oversight for Identity and Access Management, including identity lifecycle processes, user provisioning and deprovisioning, SailPoint operations, account administration, access workflows, and coordination with Information Security governance.
- Coach and develop team members through ticket and call reviews, direct observation, competency assessments, mentoring, performance management, and targeted training.
- Establish and maintain Service Desk standards for incident and request management, including documentation, prioritization, troubleshooting, escalation, communication, service-level expectations, and closure.
- Partner with Epic application teams and technical resolver groups to define support boundaries, designated points of contact, escalation processes, and ongoing knowledge transfer.
- Develop and sustain a Service Desk knowledge-management program that documents and validates recurring technical and Epic issues for consistent frontline resolution.
- Monitor service quality and operational performance through service-management metrics, ticket and call reviews, incident trends, escalation patterns, and customer-experience feedback.
- Identify performance, service, and knowledge gaps, and implement measurable improvement plans.
- Manage staff recruitment, selection, onboarding, scheduling, work assignments, coaching, performance management, and professional development.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.
To Apply:To be considered, please apply directly to this requisition using the link providedKindly forward this to any other interested parties. Thank you!
