IT&S Customer Service Specialist

At WelbeHealth, it’s our mission to serve our communities’ most vulnerable seniors through shared intention, pioneering spirit, and courage to love. These core values and our participant focus lead the way no matter what.

The IT&S Customer Service Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. This includes the ability to coach and develop the team. The Customer Service Manager will be responsible for delivery of quality technical customer service and support for the company, as well as scope, implement, and oversee the people, tools, and processes of the Service Desk.

This position will be responsible for developing a ticket escalation tool and process, ensure top quality service delivery as per clearly defined SLAs, and work with stakeholders for continual, iterative process improvement with customer satisfaction as the anchor. The IT&S Customer Service Manager is a member of the WelbeHealth leadership team and facilitates collaborative relationships across WelbeHealth and with external stakeholders to promote the WelbeHealth values, team culture and mission.

THIS IS A HYBRID POSITION - 3 DAYS ONSITE 2 DAYS REMOTE

Essential Job Duties

• Oversee 100% of all service requests, incidents and problems. Manages the Customer Service function, team, and coordinates urgent and complicated support issues and acts as escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Oversee hardware and software solutions inventory and ensure top quality solutions are available. Develop Service Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT&S service support in the organization. Advise IT&S management on situations that may require additional support or escalation
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs and ensure PO review and approval/budgeting responsibility.
• Provide KPI reporting and trends to IT&S management and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT&S.
• Create, implement, and review customer service survey feedback to improve services, tools and support experience.
• Manage direct reports including hiring, training, supervising, and mentoring

Job Requirements:

• Bachelor’s degree or higher in Computer Science or Network Administration, as well as some experience working in Help Desk Support
• Minimum of five years’ experience leading or managing projects or teams responsible for selecting, implementing, optimizing, and/or supporting enterprise-wide customer service/service desk technology solutions and processes.
• CompTIA and Microsoft certifications preferred.
• Minimum of three years’ supervisory experience with demonstrated ability to mentor and develop team members.
• Minimum of three years’ experience working in a healthcare environment.
• Experience or familiarity with WelbeHealth tools and technologies including Advanced Microsoft Excel and PowerPoint skills required; PowerBI a plus.
• Strong data analytics and visualization skills required.
• Track record of building strong relationships with stakeholders and external partners.
• Demonstrated advanced problem solving, analytical, and consulting skills (easily able to provide synthesis and structure for large amounts of data and information, so that executive team can make informed decisions).
• Proven ability to distill, understand, and translate highly complex concept to innovative solutions leveraging workflow optimization and value creation.
• Demonstrated understanding of process improvement concepts and techniques leveraging people, process, and technology to gain measurable improvements.
• Demonstrated experience in assessing technology requirements, documenting, and presenting solution recommendations to meet customer requirements.
• Demonstrated project management skills in planning, organizing, executing, and monitoring technology implementations through written workplans and schedules.

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