Client Service Manager: Service Desk

Computer Task Group, Inc

6h•$80,000 - $90,000•Remote

About The Position

CTG is seeking a dynamic and experienced Service Desk Client Services Manager to lead and oversee a high-performing call center team based in Colombia, supporting a U.S.-based healthcare client utilizing the Epic EHR platform. Overview: This remote, work from home, role is responsible for ensuring exceptional service delivery, operational excellence, and alignment with ITIL best practices while maintaining strong client relationships in a regulated healthcare environment. The ideal candidate will bring a balance of service desk leadership, healthcare application knowledge (Epic preferred), and experience managing offshore/nearshore teams supporting U.S. clients. The candidate must be able to travel regularly to U.S. client sites and the Colombia delivery center to drive operational alignment, strengthen client relationships, and support team performance.

Requirements

Strong leadership and team management capabilities in a service desk or call center environment
Expertise in IT service management frameworks (ITIL)
Proficiency in contact center technologies (Amazon Connect strongly preferred)
Experience with healthcare applications, including Epic, Cerner, or Meditech
Strong analytical and reporting skills using tools such as Power BI
Excellent communication and stakeholder management skills
Ability to manage SLAs, KPIs, and performance metrics effectively
Bilingual proficiency in English and Spanish
Strong problem-solving, escalation management, and decision-making abilities
Experience working in cross-cultural and distributed team environments
5+ years of experience in Service Desk or IT Operations leadership roles
Proven experience managing call center or support teams in a nearshore/offshore model (Latin America preferred)
Experience supporting U.S.-based clients, preferably in the healthcare industry
Demonstrated success in managing client relationships and service delivery performance
Hands-on experience with ITIL processes and service management tools
Bachelor’s degree in Information Technology, Healthcare Informatics, Business Administration, or a related field, or equivalent experience
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Nice To Haves

Experience supporting EHR platforms such as Epic strongly preferred
ITIL Certification (Foundation or higher) preferred

Responsibilities

Lead daily operations of a multi-channel service desk (voice, chat, ticketing) supporting healthcare systems, including Epic and related platforms
Ensure adherence to SLAs, KPIs, and quality standards for a U.S.-based healthcare client
Monitor call center performance metrics, including call volumes, Average Handle Time (AHT), Average Speed of Answer (ASA), abandonment rate, First Call Resolution (FCR), and Customer Satisfaction (CSAT)
Drive continuous improvement in service delivery, workflows, and escalation handling
Oversee incident, request, and escalation management processes aligned with ITIL best practices
Manage, coach, and develop a team of service desk analysts and supervisors in a nearshore delivery model (Colombia)
Foster a high-performance, customer-centric culture across distributed teams
Conduct regular performance reviews, quality assurance evaluations, and coaching sessions
Support workforce planning, scheduling, and coverage optimization
Serve as the primary liaison between the service desk team and U.S.-based client stakeholders
Lead service reviews, reporting, and executive-level updates
Ensure alignment of service delivery with client expectations and contractual obligations
Identify risks, trends, and opportunities for service improvement
Collaborate with clinical, operational, and IT stakeholders to resolve complex issues
Maintain compliance with healthcare regulations, including HIPAA and data privacy standards
Implement and optimize ITIL-based processes (Incident, Request, Problem, Knowledge, Change)
Drive knowledge management adoption and self-service capabilities
Leverage reporting and analytics tools (e.g., Power BI dashboards) to identify trends and improve outcomes
Partner with automation and AI initiatives to enhance service desk efficiency
Travel regularly to U.S. client sites and the Colombia delivery center to support alignment and performance