Service Desk Transition Lead
New
N
NordicManaged Services, Healthcare
United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Eight (8) plus years
- Required Skills
- Project ManagementMS Office
Requirements
- 8+ years of service desk transition or transformation experience in a managed services environment.
- Extensive knowledge of healthcare EMR systems, specifically Epic.
- Proven experience managing project risks, issues, action items, and escalations.
- Strong technical writing skills for documentation, knowledge base articles, process maps, and training materials.
- Ability to effectively collaborate across internal and external teams.
- Strong data-driven communication and leadership influencing skills.
- Demonstrated experience developing and presenting project status and executive summaries.
- Strong proficiency in MS Office or O365.
- Ability to work independently in a remote environment.
- Ability to travel up to 10%.
- ITIL certification (preferred).
- PMI certification (preferred).
Responsibilities
- Manage end-to-end service desk transition and transformation activities based on contractual obligations.
- Ensure transition tasks, deliverables, and milestones remain on track.
- Provide expert guidance on service desk support requirements to clients and third parties.
- Conduct and manage discovery sessions with client subject matter experts, including Epic EMR analysts.
- Facilitate knowledge transfer, documentation creation, and ITSM configuration.
- Develop and publish knowledgebase articles in ITSM systems.
- Identify, evaluate, and resolve project gaps, risks, and issues.
- Develop presentations and executive summary reports for stakeholders.
- Support sales and contract development activities related to service desk transitions.
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