Transforming the future of healthcare isn’t something we take
lightly. It takes teams of the best and the brightest, working
together to make an impact.
As one of the largest healthcare technology companies in the
U.S., we are a catalyst to accelerate the journey toward improved
lives and healthier communities. Here at Change Healthcare, we’re
using our influence to drive positive changes across the industry,
and we want motivated and passionate people like you to help us
continue to bring new and innovative ideas to life.
If you’re ready to embrace your passion and do what you love
with a company that’s committed to supporting your future, then you
belong at Change Healthcare.
Pursue purpose. Champion innovation. Earn trust. Be agile.
Empower Your Future. Make a Difference. Title
Service Desk Program Manager
Overview of Position
The Service Desk Program Manager is responsible for the
governance of the Service Desk system. Foster improvements across
the Service Desk landscape to lead to an improved customer service
experience. They will work to establish and report adherence to
agree upon SLAs for all ticket queues, monitor and report ticket
backlogs, homogenize ticket processes across multiple teams,
establish shared best practices across all resolver groups, be the
owner of the service desk function
What will be my duties and responsibilities in this job?
Advocate for strategic changes to the ticketing system
Champion changes that lead to an enhanced employee
Provide key feedback on Service Desk Portal design and
Lead service catalog refinements and construction of new
Monitor and report on customer satisfaction results resulting
from ticket work
Communicate Service Desk trends to drive continuous
Develop and foster strong working relationships with the leaders
internally across the entire enterprise to understand and deliver
on near and long-term business requirements for the Service
What are the requirements needed for this position?
8 or more years’ experience in a Service Desk ownership role
Bachelor's or equivalent work experience
Understands and utilizes workforce analytics. Continuously
establishes clear goals and uses data and metrics to achieve
best-in-class results and business goals. Strong track record of
leading, managing and improving people and processes.
What other skills/experience would be helpful to have?
ITIL Foundation certification
Work effectively with multi-functional groups to include
technical managers, business leaders and end users
Experience designing and implementing a successful deployment of
a service catalog used by a workforce of at least 5,000
Ability to navigate and work across multiple constituents to
develop, communicate, and support a company’s short-term and
long-term business objectives.
What are the working conditions and physical requirements of
General office demands
Join our team today where we are creating a better coordinated,
increasingly collaborative, and more efficient healthcare
Equal Opportunity/Affirmative Action Statement
Change Healthcare is an equal opportunity employer. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, age, sex, sexual
orientation, gender identity, genetic information, national
origin, disability, or veteran status. To read more about
employment discrimination protections under federal law, read EEO
is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the
supplemental information at
If you need a reasonable accommodation to assist with your
application for employment, please contact us by sending an email
to firstname.lastname@example.org with "Applicant
requesting reasonable accommodation" as the subject. Resumes or CVs
submitted to this email box will not be accepted.
to view our pay transparency nondiscrimination policy.
Change Healthcare maintains a drug free workplace and conducts
pre-employment drug-testing, where applicable, in accordance with
federal, state and local laws.