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Wellforce Enterprise Service Desk Manager in Burlington, Massachusetts

Manages the IS Service Desk for all of Wellforce. Either through direct leadership, or oversight of an outsourced function, leads a centralized contact center which receives incidents/requests from end users, and assesses, triages, resolves, and routes those incidents/requests as appropriate.

Pursues ongoing innovation in order to improve the end user experience, and to identify issues that could be addressed through tools and other enhancements that empower users to meet their own needs without needing help. Ensures that the Service Desk function consistently strives to deliver an excellent experience for all end users who need assistance.


Service Desk Delivery:

  • Implements an appropriate support model to effectively provide Tier One customer support. Where possible, takes on basic Tier Two tasks in order to maximize first call resolution. Effectively integrates with Tier Two, Three, and Four support levels, to provide prompt, consistent and reliable resolution of all support incidents and requests.

  • Coordinates and collaborates effectively and professionally with end users, IS colleagues, and vendor personnel.

  • Serves as an escalation point for customer service issues.

  • Optimizes the effectiveness of the IT Service Management (ITSM) system, through sound design and ongoing improvements, to ensure the effective online management of Incidents, Requests, Changes, and Problems.

  • Ensures that end users have multiple convenient avenues to contact the Service Desk and monitor the progress of their issues, through phone, email, chat, and an online service portal.

  • Reviews Service Desk reports on a regular basis, to manage outliers and maximize service quality.

  • Ensures, either directly or indirectly, that the Service Desk has the appropriate staffing to promptly respond to contacts at all times (24x7).

  • Implements policies and procedures regarding how incidents are received, identified, documented, distributed, and resolved. Ensures maximum issue resolutions in minimum time.

  • Maintains current knowledge of industry best practices, concepts and procedures, including ITIL standards. Relies on extensive experience and judgment to plan and accomplish goals.

  • Collaborates with Clinical Informatics professionals (internal and/or external) in their mission to provide focused “how to” support to clinicians.


  • Implements an effective process for managing and reporting on IS Customer Service performance metrics. Provides routine operational reports on key performance indicators as well as management reports on overall customer service performance and improvement initiatives.

  • Integrates with the IS Management Team on IS Development and Strategic Planning.

  • Responsible for implementing, directly or indirectly, a quality staffing plan including orientation, training, and ongoing professional development.

  • Responsible, directly or indirectly, for the recruitment and performance management of team members.

  • Develops, implements and maintains all IS Service Desk policies and procedures. This includes IS service level agreements based on industry best practices and organizational requirements.

  • Manages the operational budget for the IS Service Desk function.

  • Functions as part of the IS Management Team, to ensure effective collaboration between the Service Desk and all other functional areas.

    Leadership and Innovation:

  • Proactively enhances customer relations. Coordinates regular meetings with key managers, presents updates to executive groups, gathers feedback via customer surveys, and communicates initiatives via newsletters and service announcements.

  • Identifies Service Desk innovations, such as video calling, to improve the end user experience.

  • Seeks out opportunities to reduce the volume of Service Desk calls, by identifying high-volume issues, and promoting the implementation of tools and process changes that will reduce the need for Service Desk calls.


  • Bachelor’s degree is required

  • Five plus years of direct experience in managing an IS Service Desk function, preferably in a multi-entity, 24x7 healthcare delivery setting

  • Management skills, including coaching, counseling, and goal attainment

  • Communication skills, particularly the ability to handle difficult customers with professionalism and diplomacy

  • Organizational skills, including determining objectives, surveying resources, developing and choosing options, implementing change, and deducing future needs from available information.

  • Budget skills, from developing annual operating and capital budget forecasts to monitoring performance

  • Ability to build very strong relationships with all IS customers, including all levels of management, all departments, medical staff, medical staff offices, vendors, remote sites, consultants, and others

  • Sound judgement and understanding of the hospital environment, to ensure that the Service Desk correctly understands the criticality of different types of issues, and therefore handles them with the appropriate level of urgency