Service Delivery Leader

Service Delivery Leader Job Summary

We are looking for a hands‑on Service Delivery Leader to oversee operational performance, drive service excellence, and lead a client‑facing healthcare Service Desk team. This is a full‑time, remote position.

The Service Desk Delivery Leader owns the day‑to‑day operational performance of a client‑facing Service Desk engagement in a healthcare environment. This hands‑on leadership role is 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, translating strategy into execution and holding the team accountable to the standards CAI is known for.

• 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 escalated 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 Senior 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 Senior 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.

• 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 (Service Now, Talkdesk, or equivalent).
• Experience with ticketing and ITSM platforms.
• Demonstrated ability to manage team…