Track Manager - Program & Project Management
United States
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Job Description
Track Manager - Program & Project Management
Others, North Carolina

Job Summary

Service Desk Manager,Provides onsite leadership and operational oversight for clinical and technical service desk services delivered from the Cary location. Accountable for service quality, SLA performance, and stakeholder engagement, ensuring onsite support aligns with enterprise service management standards while meeting the needs of clinicians and healthcare staff. Acts as the primary escalation and coordination point for site‑specific service delivery.

Key Responsibilities

Lead and manage onsite service desk staff, including L1 analysts and shift leads\r\nOwn service delivery outcomes for the Cary location, including SLA and KPI performance\r\nAct as the primary escalation point for high‑impact or clinically sensitive issues\r\nEnsure onsite service desk activities follow approved ITSM workflows and governance\r\nCoordinate closely with nearshore and offshore service desk, command center, and resolver teams\r\nOversee queue management, workload balancing, and coverage for onsite operations\r\nEnsure effective communication with clinical leaders, site stakeholders, and delivery leadership\r\nDrive adherence to security, privacy, and access control procedures for clinical systems\r\nReview operational metrics, quality findings, and incident trends to identify improvement actions\r\nSupport major incident management by providing site context and coordination\r\nEnsure documentation, reporting, and audit evidence are complete and accurate

Skill Requirements

Proven experience managing onsite service desk or IT support operations\r\nStrong understanding of ITSM processes and service governance\r\nExperience managing escalations and high‑pressure operational scenarios\r\nAbility to lead teams in a structured, compliance‑driven environment\r\n✅ Prior experience supporting Life Sciences or Healthcare IT environments is strongly preferred\r\n✅ Experience working in hospital, clinical, or patient‑care settings\r\n✅ Familiarity with regulated environments where uptime and response time are critical\r\n

Other Requirements

Strong communication skills with clinical leaders and non‑technical stakeholders\r\nAbility to translate operational issues into clear status and risk updates\r\nExperience coordinating across multiple delivery locations
Maximum Salary (US):  129,000
Minimum Salary (US):  73,000
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.