Service Desk Transition Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Transition Lead based in the United States.This role leads the successful transition and transformation of clinical and technical Service Desk services within a managed-services environment.You will oversee transition activities from discovery through service assumption, ensuring milestones, deliverables, risks, and contractual commitments remain on track.The position has a strong focus on healthcare technology, particularly Epic EMR application support and clinical Service Desk operations.You will collaborate closely with clients, clinical and technical subject matter experts, internal delivery teams, and third-party partners.The role combines project coordination, IT service management, knowledge transfer, documentation, stakeholder management, and executive communication.You will help identify and resolve operational gaps while shaping training, knowledge-management, and ITSM processes that support sustainable service delivery.This is a predominantly remote opportunity for an experienced transition professional who can work independently while building trusted partnerships across complex healthcare environments.AccountabilitiesLead Service Desk transition and transformation activities from initiation through successful assumption of service, ensuring delivery aligns with contractual commitments and agreed scope.Manage transition tasks, activities, deliverables, milestones, dependencies, and schedules to keep the overall program progressing effectively.Provide subject-matter expertise on Service Desk support requirements to clients, internal stakeholders, and third-party providers.Coordinate transition activities across internal teams, clients, clinical and technical stakeholders, and external partners.Plan and facilitate discovery sessions with client subject matter experts, particularly Epic EMR application analysts and technical analysts.Lead knowledge-transfer activities and facilitate the creation, validation, and organization of transition documentation.Support ITSM configuration and ensure service-management processes are appropriately established for the transitioned environment.Collaborate with Service Desk trainers to develop client-specific training materials, procedures, and supporting documentation.Develop and publish knowledge-base articles and other operational content within ITSM platforms.Partner with the Project Master Scheduler to incorporate all Service Desk transition activities into the overall project schedule.Identify, assess, document, and drive resolution of transition gaps, risks, issues, action items, and escalations.Prepare project presentations, status reports, executive summaries, and other communications for diverse stakeholder groups.Facilitate discussions with stakeholders to raise, resolve, and mitigate significant issues and risks.Provide leadership with fact- and data-based recommendations regarding key transition decisions, risks, and operational challenges.Build strong client relationships and facilitate discussions using a collaborative, partnership-oriented approach.Support sales and business-development activities related to Service Desk transitions and transformations.Contribute to contract development and present Service Desk transition and transformation approaches to prospective clients.Continuously improve transition methodologies, templates, documentation, and processes by incorporating lessons learned and client feedback.Perform additional responsibilities as needed to support successful transition and service delivery.Requirements8+ years of experience in Service Desk transition and/or transformation within a managed-services environment.Significant experience supporting healthcare technology environments, with a strong focus on Epic EMR systems and application support.Demonstrated experience managing project risks, issues, action items, dependencies, and escalations.Strong knowledge of Service Desk operations, IT service management, transition methodologies, and healthcare application support.Excellent written communication skills, including experience creating knowledge-base articles, process documentation, process maps, workflows, training materials, and operational procedures.Proven ability to collaborate effectively across internal teams, clients, vendors, and other external stakeholders.Strong executive communication and influencing skills, with the ability to use facts, data, and recommendations to support leadership decisions.Demonstrated experience preparing and presenting project status reports, executive summaries, presentations, and transition updates.Strong relationship-building skills and the ability to establish productive partnerships with clients and cross-functional teams.Excellent English verbal and written communication skills.Strong organizational skills with the ability to manage multiple transition activities, priorities, stakeholders, and deadlines simultaneously.Ability to work independently, remain accountable, and maintain productivity in a predominantly remote environment.Strong proficiency with Microsoft Office and/or Microsoft 365 tools.ITIL and/or PMI certification is a plus.Willingness and ability to travel up to 10% as required.A proactive, analytical, collaborative, and solutions-oriented approach to complex transition challenges.BenefitsPredominantly remote work environment.Opportunity to lead high-impact Service Desk transitions within the healthcare technology sector.Exposure to complex clinical, technical, and patient-facing technology environments.Opportunity to work with Epic EMR systems and experienced healthcare technology professionals.Collaborative environment involving clients, clinical experts, technical teams, and third-party partners.Opportunities to contribute to service-management methodologies, transition frameworks, and operational improvements.Professional growth through exposure to managed services, healthcare IT, service transformation, and project leadership.Travel limited to approximately 10% of the role.Inclusive workplace committed to equal employment opportunity and a supportive environment for employees from diverse backgrounds.How Jobgether WorksWe use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.We appreciate your interest and wish you the best! Why Apply Through Jobgether?Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.