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%

Determining compensation for this role (and others) at Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law, Highspring believes that the following salary range reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure to be between $80,000 and $120,000. The individual may also be eligible for a variety of bonus and financial incentives based on individual and company performance.