[Hiring] Client Service Manager: Service Desk @Computer Task Group, Inc

Role Description

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.

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.

Duties:

• 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.

Qualifications

• 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.

Requirements

• 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.
• Experience supporting EHR platforms such as Epic strongly preferred.

Education

• Bachelor’s degree in Information Technology, Healthcare Informatics, Business Administration, or a related field, or equivalent experience.
• ITIL Certification (Foundation or higher) preferred.
• Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Benefits

• The expected base salary for this position ranges from $80,000 to $90,000.
• Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained.
• In addition to salary, a competitive benefit package is also offered.

To Apply

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Recruiter Emily Drew at [email protected] . Kindly forward this to any other interested parties. Thank you!