Director, IT Service Desk Operations

Make a difference. Be happy. Grow your career.

The Director, IT Service Desk Operations reports to the Vice President, Managed Services Operations and is responsible for all delivery objectives of a multi-tiered, multi-tenant, 24x7x365 omni-channel contact center. The Director, IT Service Desk will have multiple direct reports across a partitioned desk. The Director will be responsible for developing and implementing all comprehensive call center strategies, provide input on new client/onboarding strategies, help set and develop performance goals and KPIs and align those strategies against all business targets and goals. The Director will drive daily operations and training objectives through the desk leadership, monitoring and managing all key performance indicators, and ensuring customer satisfaction is at the forefront of all activities.

In addition, the Director will drive desk certifications, manage a yearly budget alongside the Vice President and own full delivery objectives of the service desk. The Director should also have experience working alongside and managing a remote team, to include support centers nearshore outside of the United States. The Director, IT Service Desk should have credible familiarity with ITSM tools, call center telephony platforms and programs, reporting tools, and be a demonstrated expert in continuous process improvement initiatives.

The Director is responsible for the strategic leadership in driving strategies to improve performance, improve client satisfaction, increase efficiencies, and manage overall process improvement. Success is measured by ensuring all customers are referenceable customers, that the desk delivers the highest level of SLA attainment, and customer experience is a continued focus. The Director will ensure desk customers gain increased client value and satisfaction, ensure superior employee and client retention, and the desk exceeds ongoing efficiency initiatives.

Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.

KEY RESPONSIBILITIES

• Manage daily contact center operations and implement a full call center strategy designed to deliver top service at the lowest cost
• Working with senior leadership, to monitor, improve, and meet/exceed financial targets by estimating performance requirements and preparing annual budgets.
• Oversee contact center operational activities including process/procedural definition, resource allocation, and SLA tracking and delivery
• Ensure coaching commitments and training implementations are happening timely
• Drive root cause analysis and remedy implementation when SLAs are not being met, or non-SLA related issues arise
• Drive delivery of transformational change by providing leadership and direction to complex, multi-stakeholder programs focused on improving customer experience
• Build and maintain strategic relationships across departments, divisions, and internal and external partners
• Analyze business processes to identify gaps and opportunities for improvement, integrating new and improved processes with existing ones
• Monitor and analyze all call center performance data to identify and engage areas of improvement and present weekly/monthly/annual call center action plans
• Serves as a key escalation point for our customer as well as internal departmental leadership teams
• Drive quality and process improvement across the desk
• Oversee the performance review process and ensure the coaching and performance process is properly used
• Ensure the desk remains compliant and up to date in all mandatory training and compliance requirements like HIPPA and client specific training
• Responsible for ensuring top talent is recruited, onboarded, and an attrition forecast is maintained
• Ensure proactive WFM and performance management ideologies exist
• Oversee desk leadership to ensure they are properly maintaining skills based, roles, and proactive call management for team balance and performance to call volume arrival patterns
• Responsible for the reporting of daily, weekly, monthly reporting on service desk performance, including CSAT, KPI, SLA/SLO, and volume analysis to ensure all drivers of performance are met, and when necessary, presenting these reports to internal/external stakeholders
• Driving improvements in Knowledge-Based Articles usage and improvements to improve quality and productivity
• Stay up to date and the latest industry and IT knowledge to provide client-facing and internal process recommendations

SKILLS AND EXPERIENCE

• BS/BA in relate