Featured Health IT Job: Service Desk CSM Lead

We like to regularly feature a healthcare IT job that might be of interest to readers. Today, we’re featuring the Service Desk CSM Lead position that was recently posted on Healthcare IT Central. This position was posted by Stoltenberg Consulting Inc. and is a hybrid position based in New York City, New York.

Here’s a description of the position:

Now seeking a CSM to lead daily operations and oversight of the Epic and technical support service desk for a health system client in New York, serving as a liaison between the client and Stoltenberg Consulting. The CSM role is a hybrid role at the client site in New York City.

Desired Skills

  • ITIL Knowledge
  • A combination of excellent service management skills and mindset, technical expertise, and effective communication ability to drive continual improvement
  • Critical thinking and curiosity to proactively assess current processes and recognize patterns and trends for service optimization opportunities
  • Ability to communicate service improvement opportunities, identify baselines and what success looks like (quantitatively), and facilitate optimization progress
  • Healthcare end-user support experience


  • Provide escalation for any service desk ticket or situation
  • Participate in regular and impromptu meetings with the client and Stoltenberg to discuss Service Levels, KPIs, or other issues
  • Participate in any internal meetings with the client
  • Investigate service desk personnel issues and communicate the resolution of the issues with the client
  • Backfill for client service management personnel during absences
  • Participate in client weekly Change Approval Board meetings
  • Participate in client projects for new systems or services as the liaison for Stoltenberg
  • Produce reports on Service Level and KPIs as required under the service desk SOW
  • Produce daily, weekly, and monthly statistics in regard to the service desk

On-Site Requirements

  • Hybrid role at the client site in New York City
  • 8 a.m.- 5 p.m. EST
  • On site three days a week, with Wednesdays required (M-W or T-TR)

Looks like a great opportunity for those with experience in CSM or leading daily operations! If this looks like a position that would interest you, check out the full details for the job and how to apply.

As always, you can search our Health IT job board for a variety of jobs from leading companies in the industry. You can also register for free and post your resume where recruiters search for job candidates regularly.

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