Service Desk Manager

Computer Task Group, Inc•Norfolk, VA

1d•Onsite

About The Position

The Service Desk Manager provides leadership and operational oversight for the Information Services Service Desk, with a strong focus on Epic support. The manager develops a capable, customer-focused team that emphasizes effective troubleshooting and first-contact resolution. The role is onsite in Norfolk, Virginia, and operates in a 24-hour healthcare environment.

Requirements

Excellent verbal and written English communication skills.
Ability to interact professionally with a diverse group.

Responsibilities

Lead daily Service Desk operations, including staffing, scheduling, workload coordination, service quality, and operational performance.
Direct staff providing frontline support for technical issues, Epic and clinical applications, identity and access, hardware, software, printing, peripherals, and other enterprise technologies.
Develop the Service Desk as a resolution-focused technical and clinical support function, emphasizing effective troubleshooting and first-contact resolution.
Develop and maintain onboarding, technical and Epic training, continuing education, and competency standards for Service Desk Analyst I, II, and III roles.
Oversee Identity and Access Management operations, 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 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 contacts, escalation processes, and ongoing knowledge transfer.
Develop and sustain a knowledge-management program documenting and validating recurring technical and Epic issues for consistent frontline resolution.
Monitor service quality and operational performance using 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.