Information Technology Healthcare Service Desk Manager

CTG; Norfolk (VA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

CTG is seeking an experienced Service Desk Manager in Norfolk, VA to lead the Service Desk in a 24-hour healthcare environment, focusing on Epic and clinical applications support. This role requires building a capable, customer-focused team that delivers effective troubleshooting and first-contact resolution.

The position is local to Norfolk, with in-office presence three days per week, and requires eligibility to work in the US.

Qualifications

• Experience supervising or managing Service Desk, technical support, healthcare IT, or clinical application support staff.
• Healthcare IT experience with Epic or similar EHR is strongly preferred.
• Experience developing technical staff through training, coaching, and knowledge management.
• Working knowledge of IT service management, incident and request management, troubleshooting, identity and access, and enterprise apps.

Responsibilities

• Lead daily Service Desk operations: staffing, scheduling, workload coordination, and 24-hour healthcare support.
• Provide leadership to frontline staff for Epic and clinical applications, identity management, hardware, software, and printers.
• Advance the Service Desk toward resolution-focused, first-contact resolution.
• Develop onboarding, Epic training, and competency standards for Analyst roles I-III.
• Oversight of Identity and Access management, SailPoint operations, and access workflows.

Skills

Healthcare IT leadership

Epic support experience

Team development

IT service management

ITIL foundations

Education

ITIL 4 Foundation

Tools

Ivanti ITSM

Epic support tooling

Job description

CTG is assisting a client in Norfolk, VA in staffing an experienced Service Desk Manager.

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.

Must be eligible to work in the US without restrictions.

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.

Required Knowledge, Skills and Abilities

• Previous experience supervising or managing Service Desk, technical support, healthcare IT, or clinical application support staff required.
• Healthcare IT experience and experience supporting Epic or another electronic health record system strongly preferred.
• Experience developing technical staff through structured training, coaching, competency development, and knowledge management required.
• Working knowledge of IT service management, incident and request management, technical troubleshooting, identity and access, end-user technologies, and enterprise applications required.
• Demonstrated ability to analyze operational performance, identify service and knowledge gaps, implement improvements, and develop a technically capable support organization.
• Strong leadership, communication, organizational, interpersonal, and problem-solving skills with the ability to collaborate effectively with clinical departments, Epic application teams, technical teams, and Information Services leadership.
• Information Technology Infrastructure Library (ITIL) 4 Foundation certifications preferred.
• Experience with Epic focused support Experience with Ivanti or a comparable ITSM platform

Preferred Education and Experience

Five years of progressively responsible experience in Information Technology Service Desk, technical support, healthcare technology, clinical application support, or a related environment required.

Please note this role is at a medical facility and Vaccination records are required.