Clinical operations manager jobs in Austin, Texas - Page 2Create job alerts

Job DescriptionDescription: Location: Austin, TX (Hybrid – Onsite several days per week) Reports To: Senior Director of IT & Digital Transformation Schedule: M–F, 8am–6pm (some flexibility for after-hours events or major incidents) About Tarrytown Expocare Pharmacy Tarrytown Expocare Pharmacy is a national long-term care pharmacy specializing in serving individuals with intellectual and developmental disabilities (IDD). Headquartered in Austin, TX, we provide prescription medication and clinical administrative services to patients across multiple states. Our mission is to deliver compassionate care, compliant processes, and reliable service to every partner we support. About the Role We are seeking a Service Desk Manager to lead the day-to-day operations of our IT Service Desk, drive process improvement, and strengthen communication between IT, Operations, and our external MSP. This individual will oversee ticket management, analytics, documentation, automation, and communication related to IT services. They will build dashboards and reports that track performance, streamline routing, and improve response times across multiple support channels (portal, email, phone, and chat). The ideal candidate is both a strategic thinker and a hands-on problem solver, able to handle escalations (Level 1/2) while designing a scalable support framework that aligns with our pharmacy network’s growth and compliance needs. What You’ll Do Operational Management • Oversee all incoming IT tickets, ensuring timely triage, categorization, and resolution across internal teams and the MSP., • Maintain visibility into ticket queues, backlog, and SLAs to ensure service consistency and accountability., • Create and maintain analytics dashboards that track KPIs such as first-response time, resolution rate, SLA adherence, and recurring incident types., • Develop and maintain automatic ticket routing logic in ConnectWise (or equivalent), integrating categorization, technician ownership, and escalation paths., • Create and maintain SOPs, troubleshooting guides, and knowledge base articles for internal and external teams., • Implement structured customer satisfaction (CSAT) surveys and follow-up mechanisms for all closed tickets., • Develop short, role-specific training modules or reference guides for pharmacy and operations teams., • Lead quarterly business reviews (QBRs) with the MSP to assess SLA performance, ticket volume trends, and automation opportunities., • Monitor performance data and identify opportunities for improvement across the entire support lifecycle., • Provide Level 1–2 support when needed, particularly for high-impact or escalated incidents., • Support onboarding/offboarding workflows, system access requests, and device provisioning. What You Bring Required • 5+ years of experience in IT Service Desk or IT Operations, including 2+ years in a leadership or coordination capacity., • Strong understanding of ITIL frameworks, ticket lifecycle management, and SLA design., • Proficiency with ConnectWise, ServiceNow, or similar ITSM/ticketing tools., • Experience building reports and dashboards (e.g., Power BI, Tableau, or ConnectWise Analytics)., • Demonstrated experience writing SOPs, process maps, and playbooks., • Excellent communication and stakeholder management skills., • Experience collaborating with or managing MSPs., • Familiarity with automation and scripting (Power Automate, Python, or PowerShell)., • Background in healthcare, pharmacy, or other compliance-driven industries., • Certifications such as ITIL v4 Foundation, CompTIA Project+, or Service Desk Manager (SDM) certification.