Service Desk Manager

Computer Task; Norfolk (VA); On-site; USD 65,000 - 95,000; Full time

Job summary

CTG seeks a Service Desk Manager to lead the Information Services Service Desk with a focus on Epic support. You will build a capable, customer-focused team and drive effective troubleshooting and first-contact resolution in a healthcare environment.

On-site in Norfolk, VA, this 6-month assignment offers potential to convert to permanent. You will oversee staffing, training, identity and access management, and service-management metrics while partnering with Epic teams for ongoing knowledge

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 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.

Job description

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: 6 months with potential to convert to perm

This role is on site in Norfolk, VA.

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.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.