Remote Clinical Service Desk Manager

NTT DATA, Inc.; Lincoln (NE); Remote; USD 56,000 - 116,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with company match

Paid time off

Job summary

NTT DATA Services seeks an experienced Healthcare ITSM Leader to drive the Clinical Service Desk, ensuring high customer satisfaction and efficient incident resolution. You will lead a team handling EMR, hardware, software, and network issues, coordinating with clinicians and IT teams to deliver reliable service.

Ideal candidates have 5+ years in healthcare ITSM, proven leadership, and strong mentoring skills, with experience in call-center environments and process improvements.

Qualifications

• 5+ years Healthcare Service Management-ITSM-ITSM Processes experience.
• 3+ years minimum in a leadership role, ideally in clinical application support.
• 3+ years minimum in a call center environment.
• Proven mentor and coach.
• Demonstrated success managing priorities and meeting deadlines in fast-paced settings.
• Strong communication with clinicians and colleagues is essential.

Responsibilities

• Directs the efforts of others to achieve group objectives.
• Maintain target customer satisfaction within the Clinical Service Desk.
• Resolve and direct issues to ensure a quality support environment.
• Apply analytics to identify operational, productivity, or satisfaction problems.
• Collaborate with other service areas to propose improvements.
• Document proposed changes for customer discussions.
• Develop plans and participate in cross-functional initiatives to improve performance.
• Collaborate with customers and internal teams to resolve issues.
• Recruit, develop, and evaluate personnel for efficient operation.
• Mentor and coach team members for development and performance.
• Resolve client escalations when appropriate.
• Lead a team assisting users with EMR, hardware, software, networks and peripherals.

Skills

Leadership

Communication

ITSM

Education

Bachelor's degree or work experience equivalent

Job description

NTT DATA Services seeks an experienced Healthcare ITSM Leader to drive the Clinical Service Desk, ensuring high customer satisfaction and efficient incident resolution. You will lead a team handling EMR, hardware, software, and network issues, coordinating with clinicians and IT teams to deliver reliable service.

Ideal candidates have 5+ years in healthcare ITSM, proven leadership, and strong mentoring skills, with experience in call-center environments and process improvements.