Track Manager - Incident Management, ServiceNow

Job Summary

Service Desk Manager to lead the delivery of IT support services for a large healthcare client. The role is responsible for managing Service Desk operations, ensuring SLA compliance, driving service excellence, improving customer satisfaction, and leading a high-performing team supporting healthcare users, clinicians, and administrative staff. The ideal candidate should possess strong ITSM knowledge, healthcare industry awareness, people management skills, and experience managing large-scale service desk operations within a 24x7 environment. Job Description : • Manage end-to-end Service Desk operations supporting healthcare users and business-critical applications. • Ensure compliance with agreed Service Levels (SLAs), KPIs, and contractual obligations. • Monitor ticket queues and resolution performance across incidents, service requests, and escalations. • Drive continuous service improvement initiatives to enhance support efficiency and customer experience. • Ensure adherence to ITIL best practices across Incident, Request, Problem, and Knowledge Management processes. • Lead and mentor Service Desk Team Leads, Supervisors, and Analysts. • Conduct regular performance reviews, coaching sessions, and career development discussions. • Manage workforce planning, resource allocation, and shift scheduling. • Foster a culture of accountability, customer focus, teamwork, and continuous learning. • Understand healthcare business workflows and support requirements. • Ensure compliance with healthcare regulations, security standards, and organizational policies. • Support critical healthcare applications, EMR/EHR platforms, and clinical systems as required. • Participate in business continuity, disaster recovery, and major incident management activities. • Serve as the primary operational point of contact for client stakeholders. • Conduct operational review meetings and present service performance metrics. • Manage escalations and ensure timely resolution of customer issues. • Build strong relationships with client leadership and support teams. • Prepare and present daily, weekly, and monthly service reports. • Analyze trends in incidents, call volumes, customer satisfaction, and operational efficiency. • Drive root cause analysis and corrective action plans for recurring issues. • Identify automation and optimization opportunities. • Ensure process compliance and audit readiness. • Drive quality assurance programs and service desk monitoring. • Maintain knowledge management practices and documentation standards. • Ensure adherence to HIPAA, data privacy, and information security requirements where applicable. Required Qualifications Education • Bachelor\'s Degree in Computer Science, Information Technology, Business Administration, or related field. Experience • 8-12+ years of IT Service Desk experience. • 3-5+ years in a Service Desk Manager or Operations Manager role. • Experience managing healthcare service desk operations preferred. • Experience supporting large enterprise environments (5000+ users preferred). • Experience managing global and 24x7 support operations. Required Skills Technical Skills • ITIL Service Management • Incident Management Leadership Skills • Team Leadership • Coaching and Mentoring • Workforce Management • Stakeholder Management • Conflict Resolution • Decision Making Preferred Certifications • ITIL Foundation / ITIL Managing Professional • SIAM Foundation • HIPAA Awareness Certification (Preferred) Experience Range: 10-15 Years Team Size Managed: 50-200+ FTEs Industry Preference: Healthcare, Life Sciences, Hospital Networks, Healthcare BPO/IT Services

Key Responsibilities

Service Desk Manager to lead the delivery of IT support services for a large healthcare client. The role is responsible for managing Service Desk operations, ensuring SLA compliance, driving service excellence, improving customer satisfaction, and leading a high-performing team supporting healthcare users, clinicians, and administrative staff. The ideal candidate should possess strong ITSM knowledge, healthcare industry awareness, people management skills, and experience managing large-scale service desk operations within a 24x7 environment. Job Description : • Manage end-to-end Service Desk operations supporting healthcare users and business-critical applications. • Ensure compliance with agreed Service Levels (SLAs), KPIs, and contractual obligations. • Monitor ticket queues and resolution performance across incidents, service requests, and escalations. • Drive continuous service improvement initiatives to enhance support efficiency and customer experience. • Ensure adherence to ITIL best practices across Incident, Request, Problem, and Knowledge Management processes. • Lead and mentor Service Desk Team Leads, Supervisors, and Analysts. • Conduct regular performance reviews, coaching sessions, and career development discussions. • Manage workforce planning, resource allocation, and shift scheduling. • Foster a culture of accountability, customer focus, teamwork, and continuous learning. • Understand healthcare business workflows and support requirements. • Ensure compliance with healthcare regulations, security standards, and organizational policies. • Support critical healthcare applications, EMR/EHR platforms, and clinical systems as required. • Participate in business continuity, disaster recovery, and major incident management activities. • Serve as the primary operational point of contact for client stakeholders. • Conduct operational review meetings and present service performance metrics. • Manage escalations and ensure timely resolution of customer issues. • Build strong relationships with client leadership and support teams. • Prepare and present daily, weekly, and monthly service reports. • Analyze trends in incidents, call volumes, customer satisfaction, and operational efficiency. • Drive root cause analysis and corrective action plans for recurring issues. • Identify automation and optimization opportunities. • Ensure process compliance and audit readiness. • Drive quality assurance programs and service desk monitoring. • Maintain knowledge management practices and documentation standards. • Ensure adherence to HIPAA, data privacy, and information security requirements where applicable. Required Qualifications Education • Bachelor\'s Degree in Computer Science, Information Technology, Business Administration, or related field. Experience • 8-12+ years of IT Service Desk experience. • 3-5+ years in a Service Desk Manager or Operations Manager role. • Experience managing healthcare service desk operations preferred. • Experience supporting large enterprise environments (5000+ users preferred). • Experience managing global and 24x7 support operations. Required Skills Technical Skills • ITIL Service Management • Incident Management Leadership Skills • Team Leadership • Coaching and Mentoring • Workforce Management • Stakeholder Management • Conflict Resolution • Decision Making Preferred Certifications • ITIL Foundation / ITIL Managing Professional • SIAM Foundation • HIPAA Awareness Certification (Preferred) Experience Range: 10-15 Years Team Size Managed: 50-200+ FTEs Industry Preference: Healthcare, Life Sciences, Hospital Networks, Healthcare BPO/IT Services

Skill Requirements

Service Desk Manager to lead the delivery of IT support services for a large healthcare client. The role is responsible for managing Service Desk operations, ensuring SLA compliance, driving service excellence, improving customer satisfaction, and leading a high-performing team supporting healthcare users, clinicians, and administrative staff. The ideal candidate should possess strong ITSM knowledge, healthcare industry awareness, people management skills, and experience managing large-scale service desk operations within a 24x7 environment. Job Description : • Manage end-to-end Service Desk operations supporting healthcare users and business-critical applications. • Ensure compliance with agreed Service Levels (SLAs), KPIs, and contractual obligations. • Monitor ticket queues and resolution performance across incidents, service requests, and escalations. • Drive continuous service improvement initiatives to enhance support efficiency and customer experience. • Ensure adherence to ITIL best practices across Incident, Request, Problem, and Knowledge Management processes. • Lead and mentor Service Desk Team Leads, Supervisors, and Analysts. • Conduct regular performance reviews, coaching sessions, and career development discussions. • Manage workforce planning, resource allocation, and shift scheduling. • Foster a culture of accountability, customer focus, teamwork, and continuous learning. • Understand healthcare business workflows and support requirements. • Ensure compliance with healthcare regulations, security standards, and organizational policies. • Support critical healthcare applications, EMR/EHR platforms, and clinical systems as required. • Participate in business continuity, disaster recovery, and major incident management activities. • Serve as the primary operational point of contact for client stakeholders. • Conduct operational review meetings and present service performance metrics. • Manage escalations and ensure timely resolution of customer issues. • Build strong relationships with client leadership and support teams. • Prepare and present daily, weekly, and monthly service reports. • Analyze trends in incidents, call volumes, customer satisfaction, and operational efficiency. • Drive root cause analysis and corrective action plans for recurring issues. • Identify automation and optimization opportunities. • Ensure process compliance and audit readiness. • Drive quality assurance programs and service desk monitoring. • Maintain knowledge management practices and documentation standards. • Ensure adherence to HIPAA, data privacy, and information security requirements where applicable. Required Qualifications Education • Bachelor\'s Degree in Computer Science, Information Technology, Business Administration, or related field. Experience • 8-12+ years of IT Service Desk experience. • 3-5+ years in a Service Desk Manager or Operations Manager role. • Experience managing healthcare service desk operations preferred. • Experience supporting large enterprise environments (5000+ users preferred). • Experience managing global and 24x7 support operations. Required Skills Technical Skills • ITIL Service Management • Incident Management Leadership Skills • Team Leadership • Coaching and Mentoring • Workforce Management • Stakeholder Management • Conflict Resolution • Decision Making Preferred Certifications • ITIL Foundation / ITIL Managing Professional • SIAM Foundation • HIPAA Awareness Certification (Preferred) Experience Range: 10-15 Years Team Size Managed: 50-200+ FTEs Industry Preference: Healthcare, Life Sciences, Hospital Networks, Healthcare BPO/IT Services

Other Requirements

Service Desk Manager to lead the delivery of IT support services for a large healthcare client. The role is responsible for managing Service Desk operations, ensuring SLA compliance, driving service excellence, improving customer satisfaction, and leading a high-performing team supporting healthcare users, clinicians, and administrative staff. The ideal candidate should possess strong ITSM knowledge, healthcare industry awareness, people management skills, and experience managing large-scale service desk operations within a 24x7 environment. Job Description : • Manage end-to-end Service Desk operations supporting healthcare users and business-critical applications. • Ensure compliance with agreed Service Levels (SLAs), KPIs, and contractual obligations. • Monitor ticket queues and resolution performance across incidents, service requests, and escalations. • Drive continuous service improvement initiatives to enhance support efficiency and customer experience. • Ensure adherence to ITIL best practices across Incident, Request, Problem, and Knowledge Management processes. • Lead and mentor Service Desk Team Leads, Supervisors, and Analysts. • Conduct regular performance reviews, coaching sessions, and career development discussions. • Manage workforce planning, resource allocation, and shift scheduling. • Foster a culture of accountability, customer focus, teamwork, and continuous learning. • Understand healthcare business workflows and support requirements. • Ensure compliance with healthcare regulations, security standards, and organizational policies. • Support critical healthcare applications, EMR/EHR platforms, and clinical systems as required. • Participate in business continuity, disaster recovery, and major incident management activities. • Serve as the primary operational point of contact for client stakeholders. • Conduct operational review meetings and present service performance metrics. • Manage escalations and ensure timely resolution of customer issues. • Build strong relationships with client leadership and support teams. • Prepare and present daily, weekly, and monthly service reports. • Analyze trends in incidents, call volumes, customer satisfaction, and operational efficiency. • Drive root cause analysis and corrective action plans for recurring issues. • Identify automation and optimization opportunities. • Ensure process compliance and audit readiness. • Drive quality assurance programs and service desk monitoring. • Maintain knowledge management practices and documentation standards. • Ensure adherence to HIPAA, data privacy, and information security requirements where applicable. Required Qualifications Education • Bachelor\'s Degree in Computer Science, Information Technology, Business Administration, or related field. Experience • 8-12+ years of IT Service Desk experience. • 3-5+ years in a Service Desk Manager or Operations Manager role. • Experience managing healthcare service desk operations preferred. • Experience supporting large enterprise environments (5000+ users preferred). • Experience managing global and 24x7 support operations. Required Skills Technical Skills • ITIL Service Management • Incident Management Leadership Skills • Team Leadership • Coaching and Mentoring • Workforce Management • Stakeholder Management • Conflict Resolution • Decision Making Preferred Certifications • ITIL Foundation / ITIL Managing Professional • SIAM Foundation • HIPAA Awareness Certification (Preferred) Experience Range: 10-15 Years Team Size Managed: 50-200+ FTEs Industry Preference: Healthcare, Life Sciences, Hospital Networks, Healthcare BPO/IT Services