CIOX Health Talent Acquisition

Director, IT Service Desk & IT Service Management

Job Locations US-Remote
Posted Date 7 days ago(11/20/2020 11:57 AM)
Requisition ID
# of Openings


Who we are….


Ciox Health, a health technology company, is dedicated to improving U.S. health outcomes by transforming clinical data into actionable insights. With an unmatched network offering ubiquitous access, Ciox Health can release, acquire, enhance and deliver medical record and discrete clinical data from anywhere across the United States.


What we offer….

At Ciox Health we offer all employees a place to grow and expand their current skills so that they can not only help build Ciox Health into the greatest health technology company but create a career that you can be proud of. We offer you complete training and long-term career goals. Our environment is what most of our employees are the proudest of and our Service Team is comprised of some of the brightest and talented individuals working on some of our greatest data challenges. Give us just a few moments to explain why we need you and hope you will help us change how the Health Industry manages its’ medical records.


What we need...


The Director, IT Service Desk & IT Service Management manages the Service Management and Service Desk initiatives across the enterprise. The Director, IT Service Desk & IT Service Management will be responsible for initiating new projects, creating business cases, audit and metrics reporting, planning, and coordination efforts. Execution for all ITSM and ITSD initiatives and reporting on key success criteria will be measured by executive leadership and goals set forth. The Director, IT Service Desk & IT Service Management will be responsible for providing business intelligence frameworks for IT departments that enable IT to optimally serve the needs of the business as well as world class support services through our outsource partner relationship for helpdesk.


The successful candidate will have relevant experience driving operational efficiencies through the use of cloud technologies, strong service management background, automation, elimination of redundancies, and leveraging the strengths of strategic partners.


What you will do…

  • Proven experience with Service Desk transformation and continuous improvement initiatives.
  • A deep understanding of incident analysis, problem management, and the ability to drive out inefficiencies in the support process
  • Experience with vendor management, outsourcing, and managed services.
  • Provides strategic leadership cross-functionally for collaboration across the enterprise
  • Strong representation on behalf of company with vendors and external customers for end user initiatives
  • Ability to lead and create succession plans for executive level and overall company
  • Understands Telephony and Call Center infrastructure technologies
  • Evaluate individual / team performance and provide opportunities for career development, teamwork and continual service improvement
  • Develop full-scale project plans including work flows, member responsibilities, and associated communications documents
  • Consistently works to enhance system performance and systems availability.
  • Provides input to the periodic updates for the Corporate Disaster Recovery Plan to ensure plan is up to date and consistent with current practices, system configurations, and operational procedures.


What you need to bring...

  • Minimum of 10 years of Information Technology leadership experience with a focus on service desk and service management and disciplines
  • Ability to mentor/develop team members
  • Experience managing budgets, building financial forecasts, and business cases
  • Self-starter, working knowledge of best operational practices, ability to understand the complex working of the internal workflow systems and the interrelationship of systems within the workflow.
  • Exceptional interpersonal and communication skills – both written and verbal.
  • Absolute commitment to customer service and a “can-do” attitude.
  • Candidate should have a minimum of 10 years’ experience in a fast paced, high Operations environment.
  • Education: BS Degree in a technical curriculum or equivalent work experience.


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