Director Service Desk Operations

This position is incentive eligible.

Introduction

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.

Benefits

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. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance 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.

• Referral services for child, elder and pet care, home and auto repair, event planning and more

• Consumer discounts through Abenity and Consumer Discounts

• Retirement readiness, rollover assistance services and preferred banking partnerships

• Education assistance (tuition, student loan, certification support, dependent scholarships)

• Colleague recognition program

• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)

• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

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 Qualifications

The 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.

• Supervises - Direct reporting structure of managers and service line team members who are responsible for providing Service Desk services for applications and systems

• Interacts as required with leadership, clients, staff, vendors, partners

• Direct all facets of the service experience for issues escalated to CereCore Service Desk

• Direct internal and external fix agent efforts for all Service Desk incidents

• Development of analyst productivity, staffing levels and skillset mix

• Ensures compliance, innovation and market-based industry standards for published service levels

• Direct oversight and management of critical enterprise incidents and executive escalations

• Provide education and guidance for clients with custom IT service needs

• Meets with internal and external client leadership teams to align strategy, services, and delivery activities

• 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

• Organizes, plans, assigns, and monitors completion of support services and measures based on delivery and financial success

• Participates in the development of client and organizational application support standards, policies, and procedures

• Develops the budget and develops financial forecasts for internal stakeholders

• Works with enterprise subject matter experts and services resources and Service Desk Support Services in managing resolution of client application incident and requests

• Creates an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement within the area and across organizational boundaries

• Promotes system security and patient confidentiality and helps ensure compliance

• Works with business development on proposals, pricing and delivery

• Adheres to Code of Conduct and Mission & Value Statement

• Participates in special projects as needed and performs other duties as assigned

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 (crisis) management

• Demonstrated success in leading a team of professionals (including licensed clinicians, certified technicians, and/or tenured healthcare business professional)

• Demonstrated proficiency in client facing communication and problem-solving skills and ability to manage multiple projects

• Exceptional understanding of appropriate clinical workflows, commercially available technology, relational database CereCore, and package system implementations

• Mature understanding of application support service processes and workflow

• Demonstrated customer orientation and satisfaction

• Demonstrated ability to recruit, develop, and retain staff

• Competency in basic PC use and required tools

Management Experience

• 10+ years of experience in a leadership role
• 5+ years of experience in Clinical Application related positions
• 5+ years of experience in developing revenue-generating service offerings
• 5+ years of experience in servicing external revenue-generating clients
• 5+ years of experience in Healthcare related services

What qualifications you will need:

• Bachelors Degree

• Masters Degree preferred

• ITIL Foundations Certification preferred

• HDI Certification preferred

• Up to 25% travel

Knowledge, Skills, Abilities, Behaviors:

Service and Quality Excellence: Ability to demonstrate an uncompromising commitment to delivering exceptional care to create an unmatched value proposition for our patients.

Honor our Mission and Values: Ability to build trust and act with authenticity to cultivate a culture of integrity, inclusion, and mutual respect.

Effective Decision Making: Ability to make timely, informed decisions that are in the best interest of our patients, employees, providers, community and HCA.

Attain and Leverage Strategic Relationships: Ability to develop and strengthen collaborative relationships with both internal and external stakeholders to advance the care of our patients and the growth of HCA.

Lead and Develop Others: Ability to lead others to accomplish organizational goals and objectives; provide meaningful coaching and mentoring to increase the capabilities of individuals and teams and drive employee engagement.

Communicate with Impact: Ability to deliver information in a clear, concise, and compelling manner to effectively engage others and achieve desired results.

Achieve Success through Change: Ability to identify opportunities for improvement and innovation, remove barriers and resistance, and enable desired behaviors.

Drive Execution and Financial Results: Ability to commit to the success and financial wellbeing of HCA by challenging others to excel and hold themselves and others accountable for achieving results.

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.

"Good people beget good people."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

We are a family 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. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.