Managed Services Service Desk Senior Director


Who we are

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic’s culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.

Your role

A Nordic Managed Services Service Desk Senior Director will be part of the leadership team that will develop and execute the direction of Managed Services, including the Tier 1 service desk division. We’re looking for someone who can embrace the gray while developing, implementing, and overseeing the strategic direction and vision for the Tier 1 service desk team. You'll need to make it about "we" by directly managing, mentoring, and developing a team of direct reports. You'll also need to think, act, and adapt with urgency to seize opportunities and capitalize on trends to optimize results. If this sounds like you, here are a couple things you’ll need:

  • Bachelor's degree or equivalent experience
  • 5 or more years' experience in IT, healthcare IT preferred
  • Experience with help desk or service desk support and maintenance teams, ideally in a remote support capacity

If you know someone else who would be a great fit for this position, let us know.

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Full Job Description

Managed Services Service Desk Senior Director

The Service Desk Senior Director oversees the Tier 1 service desk division of the Managed Services business unit. This leader manages supervisors and agents answering calls, resolving IT issues, and documenting Tier 2 issues that need to be escalated to an application support team. This position will report directly to the President of Managed Services and will be part of the leadership team that develops and executes the strategic direction for Managed Services.

Key Responsibilities

The Service Desk Senior Director within our Managed Services business will be responsible for, but not limited to

Leadership

  • Collaborating with senior leaders on company strategy and overall business operations while working directly with the President of Managed Services to develop, implement, and oversee the strategic direction and vision for the Tier 1 service desk team
  • Demonstrating Nordic’s maxims with enthusiasm, optimism, and courage
  • Building and scaling a Tier 1 Service Desk team, including hands-on involvement in hiring, team structure, technology, and facilities.
  • Directly managing, mentoring, and developing a team of direct reports focused on growing Nordic’s Tier 1 Service Desk business
  • Making decisions quickly and decisively, often with limited information

Service Desk Management

  • Defining service levels and service agreements to optimize the customer service experience, driving SLA compliance and overall customer satisfaction
  • Establishing and monitoring performance metrics
  • Creating and adopting standards, workflows, and best practices designed to optimize operational and financial performance of the Tier 1 Service Desk
  • Assessing workforce needs based on capacity planning and team growth; recommending staffing needs to President of Managed Services for approval
  • Developing service offerings, including scope, quality management and pricing, as well as participating in client calls and visits as needed
  • Researching healthcare-related topics, inclusive of product innovations and competitor research, and seeking professional development by attending seminars, tradeshows, and other pertinent events to help grow the business and stay abreast of industry developments
  • Working on business operations projects that may be assigned on an ad hoc basis and may assist other corporate initiatives as necessary

Teamwork

  • Fostering a team-oriented culture rooted in respect, high ethics and integrity, camaraderie, collaboration, and effective communication
  • Effectively getting work done by creating a team and culture of empowerment and execution
  • Building strong cross-functional teams to achieve success in shared goals, understanding that multiple perspectives and talents build stronger teams and results
  • Collaborating with other members of the leadership team to ensure all Nordic departments and functions work together to ensure we effectively serve our client and consultant needs while always delivering on our Nordic maxims

Results Orientation

  • Motivating others to achieve results by modeling strong ability to successfully execute
  • Conveying a sense of urgency, acting quickly to seize opportunities and capitalize on trends, while changing tactics quickly in midstream to optimize results
  • Driving results by setting compelling goals and aggressive schedules; translating these goals into actionable, quantitative plans and consistently meeting or exceeding goals

Skills and Experience

  • Bachelor’s Degree, or equivalent experience, required
  • 5 or more years’ experience in Information Technology, Healthcare Information Technology (HCIT) preferred
  • Experience with help desk or service desk support and maintenance teams, ideally in a remote support capacity
  • 5 or more years’ team management experience leading service-oriented teams required
  • Experience leading other managers and leaders strongly preferred
  • Experience growing and scaling teams strongly preferred
  • Excellent written and verbal communication skills
  • Exhibits strength in managing and relating to people, including ability to deliver feedback and inspire and motivate others to succeed
  • Exhibits business acumen, including a basic understanding of financial metrics and how to lead a team in alignment with organizational goals
  • Strong attention to detail as well as ability to adapt and manage multiple priorities while meeting deadlines
  • Proven ability to work effectively with all levels of an organization, as well as with diverse candidates, consultants, and client bases
  • Must be able to work independently as well as within a team environment
  • Knowledge of ITIL processes preferred
  • Proficient with Microsoft Office products, including Excel, PowerPoint and Word

Compensation and Additional Details

  • Position is located in Madison, WI at Nordic’s home office
  • Position includes occasional on-call support outside of core business hours, including nights and weekends
  • Occasional travel up to 25% of the time
  • Benefits package offered

Take the next step! Apply now.

Quick note on our partnerships

Our partnerships are extremely important to us. This online application is not intended for anyone who is currently under a non-compete agreement or has an arrangement that precludes employment at Nordic. We appreciate your help in respecting our partners.

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