Service Delivery Leader

Job Summary

To oversee operational performance and drive service excellence, the full-time remote Service Delivery Leader will manage a client-facing healthcare Service Desk team, ensuring high-quality end-user experiences and meeting service level targets.

Key responsibilities

• Own daily Service Desk operations, monitoring KPIs and ensuring SLA/SLO targets are met
• Lead, coach, and develop a team of Service Desk Agents, providing feedback and conducting performance reviews
• Partner with the Service Desk Delivery Manager on client communications and service delivery discussions

Required qualifications

• 3+ years of experience in IT Service Desk or technical support operations, with 1-2 years in a supervisory role
• Experience supporting end users in a healthcare environment
• Hands-on experience with the Epic platform in a clinical or healthcare IT setting
• Strong knowledge of ITSM frameworks (ITIL) and service desk tools like ServiceNow
• Demonstrated ability to manage team performance in a remote, metrics-driven environment