Senior Manager, Service Desk (Hybrid - Dallas, Texas Area)

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

NOTE: Applicants must be able to work from our Farmer's Branch Office a minimum of 3 Days a Week

Position Summary

CVS Health's Healthcare Delivery (HCD) organization is seeking a Sr. Manager of Service Desk Operations to lead and evolve its client service function in support of healthcare delivery operations. This role is responsible for managing a team of managers and their respective teams, driving a high-touch, outcome-oriented support model that serves internal business partners and healthcare delivery stakeholders. The successful candidate will bring exceptional relationship-building skills, a strong analytical foundation, and a demonstrated ability to both validate successful delivery and quickly identify, escalate, and resolve misses before they impact the business.

This is a hybrid position requiring a minimum of three days per week onsite at our Dallas, TX office. Applicants must be authorized to work in the US at the time of hire.

What You Will Do

Service Strategy & Healthcare Delivery Alignment

• Define and execute a service desk strategy aligned to CVS Health HCD's operational priorities and patient-facing business outcomes

• Position the service desk as a value driver for HCD - measuring success through business impact, stakeholder satisfaction, and service reliability, not ticket volume alone

• Develop tiered support models aligned to the varying needs of HCD business units and delivery teams

• Embed healthcare delivery context into support interactions, ensuring the team understands the downstream business and patient impact of every issue

People Leadership - Managing Managers

• Lead a team of managers responsible for front-line service desk staff, providing coaching, performance management, and professional development

• Build a culture of accountability, continuous improvement, and proactive communication across all levels of the team

• Develop workforce strategies including skill-based routing, coverage models, and escalation paths appropriate for a healthcare delivery environment

• Drive staffing alignment to support HCD operational hours and service commitments

Relationship Management & Business Partnership

• Serve as the primary service desk relationship owner for HCD business partners, building trusted, collaborative partnerships with operational and clinical stakeholders

• Participate in regular service reviews with business leadership, presenting performance data and continuous improvement plans in clear, business-relevant terms

• Act as a senior escalation point for high-priority issues, ensuring timely resolution and proactive stakeholder communication throughout the incident lifecycle

• Partner with HCD leadership, IT, and cross-functional delivery teams to ensure aligned and seamless service engagement

Analytical Rigor - Delivery Validation & Miss Identification

• Own operational metrics including CSAT, First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and SLA attainment, using data to validate that delivery commitments are being met

• Build and maintain real-time dashboards and business-facing reporting that provide transparency into service performance

• Proactively identify delivery gaps, recurring issues, and trend anomalies - developing and executing solutions before impacts escalate

• Drive problem management discipline to ensure root cause analysis, knowledge article creation, and upstream issue identification are embedded in standard operations

• Leverage trend analysis and telemetry to shift the team from reactive to predictive support

Operational Excellence

• Establish and maintain ITSM best practices (Incident, Request, Problem, Change Management) within a healthcare delivery context, applying ITIL frameworks pragmatically

• Develop and maintain SOPs, playbooks, and HCD-specific runbooks that ensure consistent, repeatable delivery

• Implement knowledge-centered service (KCS) practices to reduce recurring contacts and improve self-service capability

• Introduce automation to improve efficiency while preserving high-touch human interactions for critical business and patient-impacting issues

For this role you will need Minimum Requirements

• 7 years work experience of which 3 minimum must be at management level

• Experience managing managers

• Experience with standard project management practices

• Adept at execution and delivery (planning, delivering, and supporting) skills

• Adept at business intelligence

• Adept at collaboration and teamwork

• Mastery of problem solving and decision making skills

• Mastery of growth mindset (agility and developing yourself and others) skills

• Outstanding analytical skills with demonstrated ability to build reporting, identify delivery gaps, and drive data-informed solutions

Preferred Qualifications

• 5+ years of experience providing technical support across Windows and macOS environments, with proven troubleshooting expertise in Google Workspace (G Suite) and Okta identity management.

• Experience creating career pathing plans for subordinate

• HDI Certification is preferred.

• Previous experience leading multi-region and remote teams.

Education

• Bachelor's degree preferred/specialized training/relevant professional qualification.

Pay Range

The typical pay range for this role is:

$75,400.00 - $165,954.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 07/31/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.