Director Service Desk Operations

Do you want to join an organization that invests in you? At CereCore, part of HCA Healthcare, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.HCA Healthcare offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:Comprehensive medical coverage that covers many common services at no cost or for a low copay.Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, and more.Free counseling services and resources for emotional, physical and financial wellbeing.401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service).Employee Stock Purchase Plan with 10% off HCA Healthcare stock.Family support through fertility and family building benefits with Progyny and adoption assistance.Education assistance (tuition, student loan, certification support, dependent scholarships).Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence).You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Director Service Desk Operations like you to be a part of our team.Job Summary and QualificationsThe Director of Service Desk Operations is responsible for the development, delivery, innovation, and optimization of all client facing and internal services for the Service Desk Support Services organization. The Director takes a leadership role in setting the support services vision and direction and ultimately the execution of said services. The Director ensures standards, procedures, and policies are maintained and systems and solutions are compatible with CereCore clients’ systems, tools, policies, and procedures. The individual is a subject matter expert in their field.Requires healthcare subject matter knowledge across multiple client-based applications, processes, procedures and help desk protocols. This position must stay abreast of the latest strategic and client developments to ensure the delivery of the service levels proactively meet or exceed the client’s requirements and service level agreements and objectives.The ideal candidate will have strong management skills, personal drive, and the ability to develop and see strategy through to execution in a matrix reporting environment. Strong written, verbal, and presentation skills are required. This position ensures the financial, career and personnel performance management success of the Level 1 Support Services organization.The Director of Level 1 Support Services champions process innovation, builds and matures relationships with clients. The Director will be responsible for adapting to varying client based organizational structures, stakeholders, reporting and operational needs.Responsibilities:Supervises direct reporting structure of managers and service line team members responsible for providing Service Desk services.Interacts as required with leadership, clients, staff, vendors, partners.Directs all facets of the service experience for issues escalated to CereCore Service Desk.Directs internal and external fix agent efforts for all Service Desk incidents.Ensures compliance, innovation and market-based industry standards for published service levels.Provides education and guidance for clients with custom IT service needs.Responsible for personnel management, performance reviews, competency development, and coaching of staff.Builds and maintains relationships with business operations, CereCore leaders, IT&S, Industry Groups and vendors.Knowledge and Skills:Excellent relationship management skills.Excellent verbal and written communication skills.Critical thinking and investigation skills necessary to quickly and effectively assess the impact of a given incident.Demonstrated success leading cross-functional teams as part of major incidents management.Demonstrated customer orientation and satisfaction.Management Experience:10+ years of experience in a leadership role.5+ years of experience in Clinical Application related positions.5+ years of experience in servicing external revenue-generating clients.5+ years of experience in Healthcare related services.What qualifications you will need:Masters Degree preferred.ITIL Foundations Certification preferred.HDI Certification preferred.Up to 25% travel.HCA Healthcare has been recognized as one of the World's Most Ethical Companies by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.We are a family of 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Director Service Desk Operations opening. Qualified candidates will be contacted for interviews.

Submit your resume today to join our community of caring!We are an equal opportunity employer and value diversity at our company.

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