Track Manager - Program & Project Management

Job Summary

Service Desk Manager,Provides onsite leadership and operational oversight for clinical and technical service desk services delivered from the Cary location. Accountable for service quality, SLA performance, and stakeholder engagement, ensuring onsite support aligns with enterprise service management standards while meeting the needs of clinicians and healthcare staff. Acts as the primary escalation and coordination point for site‑specific service delivery.

Key Responsibilities

Lead and manage onsite service desk staff, including L1 analysts and shift leads\r\n Own service delivery outcomes for the Cary location, including SLA and KPI performance\r\n Act as the primary escalation point for high‑impact or clinically sensitive issues\r\n Ensure onsite service desk activities follow approved ITSM workflows and governance\r\n Coordinate closely with nearshore and offshore service desk, command center, and resolver teams\r\n Oversee queue management, workload balancing, and coverage for onsite operations\r\n Ensure effective communication with clinical leaders, site stakeholders, and delivery leadership\r\n Drive adherence to security, privacy, and access control procedures for clinical systems\r\n Review operational metrics, quality findings, and incident trends to identify improvement actions\r\n Support major incident management by providing site context and coordination\r\n Ensure documentation, reporting, and audit evidence are complete and accurate

Skill Requirements

Proven experience managing onsite service desk or IT support operations\r\n Strong understanding of ITSM processes and service governance\r\n Experience managing escalations and high‑pressure operational scenarios\r\n Ability to lead teams in a structured, compliance‑driven environment\r\n✅ Prior experience supporting Life Sciences or Healthcare IT environments is strongly preferred\r\n✅ Experience working in hospital, clinical, or patient‑care settings\r\n✅ Familiarity with regulated environments where uptime and response time are critical\r\n

Other Requirements

Strong communication skills with clinical leaders and non‑technical stakeholders\r\n Ability to translate operational issues into clear status and risk updates\r\n Experience coordinating across multiple delivery locations