Service Desk Manager

Job Description

Job Description

Overview

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.

Duration:  This is a temp to perm role that will convert after 6 months. 

This position is local to Norfolk, VA and the person must be in the office three days per week.

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 provided . Kindly forward this to any other interested parties. Thank you!