Director, Service Desk

Highspring, formerly known as Pivot Point Consulting, is a #1 Best in KLAS healthcare IT consulting firm with a fun and collaborative culture, and a growing team. We provide strategy and talent solutions for providers, payers, and life sciences organizations - with more than 400 employees serving over 100 clients across the U.S.

Job Summary:

• The Director, Service Desk will oversee all delivery aspects within the Tier-1 services space, including MyChart patient portal support, IT help desk, and Clinical Service Desk. This Director will be responsible for leading and managing a team of service desk professionals, ensuring exceptional customer service, efficient incident resolution, and adherence to ITIL best practices.
• Leadership, management, and communication skills are crucial to the success of this position. This candidate will be expected to work independently and in a team environment. The ideal candidate will need to adapt to constant changes and customer concerns in a fast-paced and demanding environment.
• Competitive salary with full benefits (medical, dental, vision, HSA, 401k, PTO, and more.)

Duties and Responsibilities:

• Provide strategic leadership and direction for the Service Desk department, driving operational excellence and achieving service level agreements (SLAs).
• Oversee the day-to-day operations of the various desks ensuring metrics are met.
• Collaborate with Sales team on pricing proposals and internal stakeholders to drive continuous improvement.
• Establish and maintain strong relationships with key stakeholders.
• Develop and manage the service desk budget, tracking expenses and resource utilization to optimize operational efficiency.
• Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing corrective actions as needed.
• Provide regular reporting and presentations to leadership, highlighting performance, challenges, and recommendations for improvement.

Managerial Responsibilities:

• Recruits, interviews, hires, and trains new staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Education and Experience:

• Bachelor's Degree and/or equivalent experience
• 10+ years of proven experience as call center manager or similar position

Required Skills and Abilities:

• Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation.
• Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical.
• Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection.

Travel Requirements:

• Occasional customer site visits
• Approximately 25%