Senior Manager IT Service Desk Operations

Make a difference. Be happy. Grow your career.

A Senior Manager IT Service Desk Operations, supports the Director, IT Service Desk Operations, in delivering service to a multi-faceted healthcare client base. The Senior Manager of Service Desk Operations is responsible for overseeing and optimizing all aspects of a 24x7x365 omni-channel contact center, including supervisory leadership of front-line supervisors and their respective teams. The role drives strategies to improve performance, improve client satisfaction, increase efficiency, and overall process improvement. Success is measured by ensuring the highest level of delivery to promote a top-tier differentiated customer experience, increase client value and satisfaction, ensure superior employee retention, and exceed 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

• Lead and manage all call center teams, including driving improvement in hiring, training, retention, and performance management for mostly remote staffing models
• Working with the Director, will monitor, improve, and meet financial targets by estimating performance requirements and preparing annual budgets.
• 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 customers as well as internal departmental leadership teams
• Drive quality and process improvement across the desk
• Ensure a strong pay-for-performance model is created, understood and implemented to drive performance
• Evaluate individual performance reviews and overall team effectiveness with upper management while ensuring regular coaching and performance management conversations are being maintained across the desk
• Ensure Supervisors are driving all desk employees to remain compliant and up to date in all mandatory training and compliance requirements like HIPPA and client-specific training as necessary
• Directly responsible for ensuring top talent is recruited, onboarded, and retained
• Continuously review and drive efficiencies and ensure the desk is being properly managed using current WFM and performance management ideologies
• Coach, develop, and oversee Supervisors to ensure they are properly maintaining skills-based, roles, and proactive call management for team balance and performance to call volume arrival patterns
• Assist the Director, Service Desk Operations in putting together daily, weekly, and 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, present these reports to internal/external stakeholders
• Driving improvements in Knowledge-Based Articles usage and enhancements to improve quality and productivity
• Stay up to date with the latest industry and IT knowledge to provide client-facing and internal process recommendations
• Leading, managing, and/or working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

SKILLS AND EXPERIENCE

• Bachelor of Science/Bachelor of Arts
• 7+ years in service desk or IT support
• 4+ years of experience in a management function required
• Excellent understanding of Healthcare Terminology, software applications, phone and computer systems, and IT competencies
• Exceptional training and coaching skills to motivate employees
• High level of technical skills, troubleshooting and basic PC/diagnostic knowledge with various hardware, software, and networking
• Direct staff management experience leading service-oriented teams required
• Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases systems implementations, preferred
• Prior experience with ticketing systems and change management processes required
• Excellent customer service and communication skills, written and verbal
• ITIL v4 Foundations certification required or able to get within six months of onboarding
• HDI Support Center Team Lead certification, MCP (Microsoft Certified Professional), MCDST (Microsoft Certified Desktop Support Technician), HDA (Help Desk Analyst), and/or CSS (Customer Support Specialist) a plus
• Experience with electronic health records (EHR) and like systems a plus
• Demonstrated problem-solving skills and decision-making skills
• Be comfor