Senior Manager, Service Desk (Hybrid - Dallas, Texas Area)

CVS Health•Dallas, TX

5d•$75,400 - $165,954•Hybrid

About The Position

CVS Health's Healthcare Delivery (HCD) organization is seeking a Sr. Manager of Service Desk Operations to lead and evolve its client service function in support of healthcare delivery operations. This role is responsible for managing a team of managers and their respective teams, driving a high-touch, outcome-oriented support model that serves internal business partners and healthcare delivery stakeholders. The successful candidate will bring exceptional relationship-building skills, a strong analytical foundation, and a demonstrated ability to both validate successful delivery and quickly identify, escalate, and resolve misses before they impact the business. This is a hybrid position requiring a minimum of three days per week onsite at our Dallas, TX office. Applicants must be authorized to work in the US at the time of hire.

Requirements

7 years work experience of which 3 minimum must be at management level
Experience managing managers
Experience with standard project management practices
Adept at execution and delivery (planning, delivering, and supporting) skills
Adept at business intelligence
Adept at collaboration and teamwork
Mastery of problem solving and decision making skills
Mastery of growth mindset (agility and developing yourself and others) skills
Outstanding analytical skills with demonstrated ability to build reporting, identify delivery gaps, and drive data-informed solutions

Nice To Haves

5+ years of experience providing technical support across Windows and macOS environments, with proven troubleshooting expertise in Google Workspace (G Suite) and Okta identity management.
Experience creating career pathing plans for subordinate
HDI Certification is preferred.
Previous experience leading multi-region and remote teams.

Responsibilities

Define and execute a service desk strategy aligned to CVS Health HCD's operational priorities and patient-facing business outcomes
Position the service desk as a value driver for HCD — measuring success through business impact, stakeholder satisfaction, and service reliability, not ticket volume alone
Develop tiered support models aligned to the varying needs of HCD business units and delivery teams
Embed healthcare delivery context into support interactions, ensuring the team understands the downstream business and patient impact of every issue
Lead a team of managers responsible for front-line service desk staff, providing coaching, performance management, and professional development
Build a culture of accountability, continuous improvement, and proactive communication across all levels of the team
Develop workforce strategies including skill-based routing, coverage models, and escalation paths appropriate for a healthcare delivery environment
Drive staffing alignment to support HCD operational hours and service commitments
Serve as the primary service desk relationship owner for HCD business partners, building trusted, collaborative partnerships with operational and clinical stakeholders
Participate in regular service reviews with business leadership, presenting performance data and continuous improvement plans in clear, business-relevant terms
Act as a senior escalation point for high-priority issues, ensuring timely resolution and proactive stakeholder communication throughout the incident lifecycle
Partner with HCD leadership, IT, and cross-functional delivery teams to ensure aligned and seamless service engagement
Own operational metrics including CSAT, First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and SLA attainment, using data to validate that delivery commitments are being met
Build and maintain real-time dashboards and business-facing reporting that provide transparency into service performance
Proactively identify delivery gaps, recurring issues, and trend anomalies — developing and executing solutions before impacts escalate
Drive problem management discipline to ensure root cause analysis, knowledge article creation, and upstream issue identification are embedded in standard operations
Leverage trend analysis and telemetry to shift the team from reactive to predictive support
Establish and maintain ITSM best practices (Incident, Request, Problem, Change Management) within a healthcare delivery context, applying ITIL frameworks pragmatically
Develop and maintain SOPs, playbooks, and HCD-specific runbooks that ensure consistent, repeatable delivery
Implement knowledge-centered service (KCS) practices to reduce recurring contacts and improve self-service capability
Introduce automation to improve efficiency while preserving high-touch human interactions for critical business and patient-impacting issues