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Director, Service Desk presso Highspring

Highspring · Nashville, Stati Uniti d'America · Onsite

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Highspring, formerly known as Pivot Point Consulting, is a #1 Best in KLAS healthcare IT consulting firm with a fun and collaborative culture, and a growing team.  We provide strategy and talent solutions for providers, payers, and life sciences organizations — with more than 400 employees serving over 100 clients across the U.S. 

Job Summary:

  • The Director, Service Desk will oversee all delivery aspects within the Tier-1 services space, including MyChart patient portal support, IT help desk, and Clinical Service Desk. This Director will be responsible for leading and managing a team of service desk professionals, ensuring exceptional customer service, efficient incident resolution, and adherence to ITIL best practices. 
  • Leadership, management, and communication skills are crucial to the success of this position. This candidate will be expected to work independently and in a team environment. The ideal candidate will need to adapt to constant changes and customer concerns in a fast-paced and demanding environment.
  • Competitive salary with full benefits (medical, dental, vision, HSA, 401k, PTO, and more.)

 Duties and Responsibilities:

  • Provide strategic leadership and direction for the Service Desk department, driving operational excellence and achieving service level agreements (SLAs).  
  • Oversee the day-to-day operations of the various desks ensuring metrics are met.  
  • Collaborate with Sales team on pricing proposals and internal stakeholders to drive continuous improvement.  
  • Establish and maintain strong relationships with key stakeholders.  
  • Develop and manage the service desk budget, tracking expenses and resource utilization to optimize operational efficiency.  
  • Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing corrective actions as needed.  
  • Provide regular reporting and presentations to leadership, highlighting performance, challenges, and recommendations for improvement. 

Managerial Responsibilities:

  • Recruits, interviews, hires, and trains new staff.
  • Oversees the daily workflow of the department.
  • Provides constructive and timely performance evaluations.
  • Handles discipline and termination of employees in accordance with company policy.

Education and Experience:

  • Bachelor's Degree and/or equivalent experience
  • 10+ years of proven experience as call center manager or similar position

Required Skills and Abilities:

  • Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation.
  • Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical.
  • Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection.

Travel Requirements:

  • Occasional customer site visits
  • Approximately 25%
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