Senior Managed Services Quality & CI Leader

Healthtech Inc; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Healthtech Inc. seeks a Managed Services Quality & Continuous Improvement Lead to oversee the quality and efficiency of Managed Services across our client portfolio. This role operates separately from day-to-day delivery, focusing on identifying opportunities to improve analyst execution, knowledge utilization, and ticket resolution.

Strong data analysis and cross-client benchmarking are essential. Ideal candidates have 10+ years in IT services and 5+ years in managed services, with healthcare

Qualifications

• 10+ years in IT services, managed services, IT operations, service management, or related disciplines.
• 5+ years in a managed services or recurring IT support environment.
• Experience analyzing ticket-level and performance data to identify improvement opportunities.
• Experience presenting quality findings to senior operational leaders and client stakeholders.
• Healthcare IT experience preferred, especially Epic, Service Desk, or similar environments.

Responsibilities

• Provide independent oversight of quality, effectiveness, and efficiency of Managed Services.
• Identify recurring issues, coaching needs, and opportunities for knowledge and process improvement.
• Translate findings into corrective actions and cross-client best practices.
• Develop quality frameworks, scorecards, and benchmarks across multiple clients.
• Present trends and recommendations to senior leaders and client stakeholders.

Skills

Root-cause analysis

Coaching & training

Process improvement

Data-driven decision making

Stakeholder communication

Education

Equivalent combination of education and experience

Tools

ServiceNow

Epic certifications

Job description

Healthtech Inc. seeks a Managed Services Quality & Continuous Improvement Lead to oversee the quality and efficiency of Managed Services across our client portfolio. This role operates separately from day-to-day delivery, focusing on identifying opportunities to improve analyst execution, knowledge utilization, and ticket resolution.

Strong data analysis and cross-client benchmarking are essential. Ideal candidates have 10+ years in IT services and 5+ years in managed services, with healthcare