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Service Desk Program Manager Job in Grove City, Ohio US

Service Desk Program Manager

Change Healthcare Solutions, LLC - Grove City, OH

Posted: 9/17/2020 - Expires: 12/16/2020

Job ID: 220255712

Job Description

Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact.
As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare.
Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.
Empower Your Future. Make a Difference.
Service Desk Program Manager

Overview of Position
The Service Desk Program Manager is responsible for the governance of the Service Desk system. Foster improvements across the Service Desk landscape to lead to an improved customer service experience. They will work to establish and report adherence to agree upon SLAs for all ticket queues, monitor and report ticket backlogs, homogenize ticket processes across multiple teams, establish shared best practices across all resolver groups, be the owner of the service desk function

What will be my duties and responsibilities in this job?

Advocate for strategic changes to the ticketing system
Champion changes that lead to an enhanced employee experience
Provide key feedback on Service Desk Portal design and updates
Lead service catalog refinements and construction of new types
Monitor and report on customer satisfaction results resulting from ticket work
Communicate Service Desk trends to drive continuous improvements
Develop and foster strong working relationships with the leaders internally across the entire enterprise to understand and deliver on near and long-term business requirements for the Service Desk.

What are the requirements needed for this position?

8 or more years' experience in a Service Desk ownership role
Bachelor's or equivalent work experience
Understands and utilizes workforce analytics. Continuously establishes clear goals and uses data and metrics to achieve best-in-class results and business goals. Strong track record of leading, managing and improving people and processes.

What other skills/experience would be helpful to have?

ITIL Foundation certification
Work effectively with multi-functional groups to include technical managers, business leaders and end users
Experience designing and implementing a successful deployment of a service catalog used by a workforce of at least 5,000
Ability to navigate and work across multiple constituents to develop, communicate, and support a company's short-term and long-term business objectives.

What are the working conditions and physical requirements of this job?

General office demands

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at and the supplemental information at .

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.comwith "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here view our pay transparency nondiscrimination policy.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Change Healthcare is an Equal Opportunity Employer. Employment at Change Healthcare is based upon your individual merit and qualifications. We don't discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental disability, marital status, protected veteran status or disability, genetic characteristic, or any other characteristic protected by applicable federal, state or local law. We will also make all reasonable accommodations to meet our obligations under the Americans with Disabilities Act (ADA) and state disability laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability.

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
Bachelor's degree
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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