Client Services Manager: Service Desk

CTG is seeking a dynamic and experienced Service Desk Client Services Manager to lead and oversee a high-performing call center team based in Colombia, supporting a U.S.-based healthcare client utilizing the Epic EHR platform.

Location: Remote Duration: 3 years

Overview

This remote, work from home, role is responsible for ensuring exceptional service delivery, operational excellence, and alignment with ITIL best practices while maintaining strong client relationships in a regulated healthcare environment.

The ideal candidate will bring a balance of service desk leadership, healthcare application knowledge (Epic preferred), and experience managing offshore/nearshore teams supporting U.S. clients.

The candidate must be able to travel regularly to U.S. client sites and the Colombia delivery center to drive operational alignment, strengthen client relationships, and support team performance.

Duties

• Lead daily operations of a multi-channel service desk (voice, chat, ticketing) supporting healthcare systems, including Epic and related platforms
• Ensure adherence to SLAs, KPIs, and quality standards for a U.S.-based healthcare client
• Monitor call center performance metrics, including call volumes, Average Handle Time (AHT), Average Speed of Answer (ASA), abandonment rate, First Call Resolution (FCR), and Customer Satisfaction (CSAT)
• Drive continuous improvement in service delivery, workflows, and escalation handling
• Oversee incident, request, and escalation management processes aligned with ITIL best practices
• Manage, coach, and develop a team of service desk analysts and supervisors in a nearshore delivery model (Colombia)
• Foster a high-performance, customer-centric culture across distributed teams
• Conduct regular performance reviews, quality assurance evaluations, and coaching sessions
• Support workforce planning, scheduling, and coverage optimization
• Serve as the primary liaison between the service desk team and U.S.-based client stakeholders
• Lead service reviews, reporting, and executive-level updates
• Ensure alignment of service delivery with client expectations and contractual obligations
• Identify risks, trends, and opportunities for service improvement
• Collaborate with clinical, operational, and IT stakeholders to resolve complex issues
• Maintain compliance with healthcare regulations, including HIPAA and data privacy standards
• Implement and optimize ITIL-based processes (Incident, Request, Problem, Knowledge, Change)
• Drive knowledge management adoption and self-service capabilities
• Leverage reporting and analytics tools (e.g., Power BI dashboards) to identify trends and improve outcomes
• Partner with automation and AI initiatives to enhance service desk efficiency
• Travel regularly to U.S. client sites and the Colombia delivery center to support alignment and performance

Skills

• Strong leadership and team management capabilities in a service desk or call center environment
• Expertise in IT service management frameworks (ITIL)
• Proficiency in contact center technologies (Amazon Connect strongly preferred)
• Experience with healthcare applications, including Epic, Cerner, or Meditech
• Strong analytical and reporting skills using tools such as Power BI
• Excellent communication and stakeholder management skills
• Ability to manage SLAs, KPIs, and performance metrics effectively
• Bilingual proficiency in English and Spanish
• Strong problem-solving, escalation management, and decision-making abilities
• Experience working in cross-cultural and distributed team environments

Experience

• 5+ years of experience in Service Desk or IT Operations leadership roles
• Proven experience managing call center or support teams in a nearshore/offshore model (Latin America preferred)
• Experience supporting U.S.-based clients, preferably in the healthcare industry
• Demonstrated success in managing client relationships and service delivery performance
• Hands-on experience with ITIL processes and service management tools
• Experience supporting EHR platforms such as Epic strongly preferred

Education

• Bachelor’s degree in Information Technology, Healthcare Informatics, Business Administration, or a related field, or equivalent experience
• ITIL Certification (Foundation or higher) preferred

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply: To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Recruiter Emily Drew at [email protected]. Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position ranges from $80,000 to $90,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.