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CAI

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Service Delivery Leader

Location

United States

Posted

9 days ago

Salary

$70K - $75K / year

Seniority

Mid Level

No structured requirement data.

Job Description

Service Delivery Leader

CAI

Role Description We are seeking a highly skilled and motivated Service Delivery Leader to join our dynamic team. The Service Desk Delivery Leader owns the day-to-day operational performance of a client-facing Service Desk engagement in a healthcare environment. This is a hands-on leadership role responsible for driving service level attainment, team performance, and consistently high-quality end-user experience. The Delivery Leader serves as the critical link between frontline agents and the Service Desk Delivery Manager reporting into Senior Management — translating strategy into execution and holding the team accountable to the standards CAI is known for. This position will be full-time and remote. Only work authorizations that will not require sponsorship now or in the future will be considered. What You’ll Do - Service Delivery & Performance: - Own daily Service Desk operations, ensuring SLA/SLO targets are met or exceeded across all support channels — voice, chat, email, and ticket. - Monitor and analyze key performance indicators (KPIs) including First Level Resolution (FLR), Customer Satisfaction (CSAT), Average Handle Time (AHT), ticket aging, and abandon rates. - Proactively identify performance trends, root causes, and corrective action opportunities before they escalate to client-impacting issues. - Manage real-time queue health and staffing coverage, adjusting priorities and resources as volume and complexity shift throughout the day. - Serve as the primary escalation point for complex, sensitive, or high-priority incidents — driving resolution with urgency and clear communication. - Team Leadership & Development: - Lead, coach, and develop a team of Service Desk Agents and Sr. Agents, establishing clear performance expectations and providing consistent, actionable feedback. - Own the development and execution of team training initiatives, ensuring agents are equipped with the tools, knowledge, and skills needed to meet performance expectations and deliver a consistent, high-quality support experience. - Conduct regular 1:1s, team huddles, and performance reviews that are developmental in nature — focused on growth, not just metrics. - Partner with HR and senior leadership on performance improvement plans, disciplinary actions, and talent decisions. - Support the onboarding and ramp of new team members, ensuring they are set up for success from day one. - Act as a mentor and sounding board for Sr. Agents, helping develop the next generation of Service Desk leaders. - Client Engagement & Stakeholder Management: - Partner closely with the Service Desk Delivery Manager on client communications, reporting cadences, and escalation management. - Participate in client-facing meetings, operational reviews, and service delivery discussions as a subject matter expert on day-to-day performance. - Translate client expectations and contractual commitments into operational priorities and team goals. - Proactively flag risks, emerging issues, and service delivery concerns to the Delivery Manager with recommended action plans. - Process, Quality & Continuous Improvement: - Oversee the quality assurance program for the team — including ticket and call reviews, scoring, and calibration sessions. - Drive knowledge base accuracy and adoption, ensuring agents have the resources they need to resolve issues at first contact. - Identify recurring incident trends and surface them through problem management channels to drive systemic resolution. - Champion process improvement initiatives that reduce handle time, improve resolution rates, and elevate the overall end-user experience. - Ensure compliance with documented procedures, security protocols, and ITSM best practices across the team. Qualifications - 3+ years of experience in IT Service Desk or technical support operations, with at least 1 - 2 years in a supervisory or team lead capacity. - Experience supporting end users in a healthcare environment. - Hands-on experience supporting the Epic platform in a clinical or healthcare IT environment. - Strong working knowledge of ITSM frameworks (ITIL) and service desk tooling (ServiceNow, Talkdesk, or equivalent). - Experience with ticketing and ITSM platforms. - Demonstrated ability to manage team performance in a remote, metrics-driven environment. - Proficiency interpreting service desk performance data and translating insights into operational action. - Excellent communication and interpersonal skills — equally effective with frontline staff and client stakeholders. - Experience with workforce management concepts including scheduling, adherence, and capacity planning. Preferred - ITIL Foundation certification preferred. - Experience with ServiceNow. - Familiarity with AI-driven service desk tools, virtual agents, or automation technologies. Physical Demands - Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards. - Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. - Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor. Benefits - Medical, dental, and vision insurance. - 401k retirement account access. - Paid time off. - Paid sick leave and/or other paid time off as provided by applicable law. Salary $70,000-$75,000 per year. The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education.

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