Job Details

ID #46112206
Estado New Mexico
Ciudad Albuquerque
Tipo de trabajo Permanent
Salario USD $80,000 - $85,000 80000 - 85000
Fuente UnityBPO
Showed 2022-09-30
Fecha 2022-09-09
Fecha tope 2022-11-07
Categoría Servicio al cliente
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Technical Service Desk Manager

New Mexico, Albuquerque, 87101 Albuquerque USA

Vacancy caducado!

WHO WE AREUnityBPO is a premier Healthcare IT company providing services in two healthcare markets: acute and post-acute. We are the lifeline for clinicians and patients across the country helping them to solve their technology challenges. Through our unique portfolio of clinician and patient products and services, Unity brings the skills, experience, tools, knowledge, and best practices to create immediate resolution to human technology interactions. Bound together by our diverse talent and uncompromising values, we at UnityBPO choose to work in environments that count—environments that are complex and critical and that dramatically affect our lives. We choose to be in places that matter—where doctors are saving lives, where patients are being healed. We believe we are the best company at understanding how to humanize technology, and we hire people who live this belief. Our environment is open, honest, and focused on our customers—and our employees’ success. So, choose a career path, a

nd rediscover what it's like to enjoy your job.

Technical Service Desk Manager Job SummaryThe Technical Service Desk Manager (SDM) will assist in establishing objectives, provide analysts with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. Technical Service Desk Managers will have a solid understanding of the business, clients and will be intimately familiar with our Service Level Agreements (SLA) and how their team is performing to them. This position is available remotely or on site in Albuquerque, New Mexico.

The Technical SDM will be:
  • Leading and managing personnel in a geographically dispersed, 24x7x365 environment
  • Managing performance-based customer service against multiple SLA requirements
  • Utilizing and customizing service desk tools and technologies (ITSM, Remote Management / Monitoring, and Automated Call Distribution) to monitor and improve program performance and satisfy customer needs
  • Developing a team of supervisors, team leads and service desk analysts
  • Modeling a professional demeanor, using exceptional communication, interpersonal, and customer service skills
  • Using comprehensive knowledge of company policies and employment law and

Responsibilities
  • Purposefully participates in creating a culture of professionalism, customer service excellence and the growth and development of the staff
  • Standardizes operations and projects
  • Supervises the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems
  • Understands Service Level Agreements (SLAs) and KPIs. Applies tactics to meet SLAs/KPIs on a monthly basis
  • Staffing; carefully reviews resumes and thoroughly interviews and selects candidates, prioritizing qualifications and professionalism
  • Trains, coaches and develops supervisors, leads and service analysts
  • Answers analysts’ questions, guiding them through difficult calls or issues, diffuses issues with angry customers, or handles issues that cannot be fielded by analysts
  • Leads team meetings, communicates business updates, sets expectations and intentionally seeks to understand their team’s experience and the issues they are facing
  • Collaborates with their peers and other management team members to identify trends and establish service center goals
  • Regularly monitors employee metrics and provides improvement guidance and if necessary, corrective action
  • Prepares and analyzes data reports to improve processes. Ensures that resources are properly allocated and maximizes efficiency
  • Initiates projects to support employees, other managers, and service center operations

Technical Service Desk Manager Requirements
  • Bachelor’s degree in IT or related field preferred; Associate’s degree + 2 years’ experience in lieu of a four-year degree
  • Minimum of 4 years of technical service desk management experience
  • ITIL familiarity required, with ITIL Foundations certification preferred
  • Must have a solid technical background with an ability to deliver instructions to a non-technical audience

Experience
  • ITIL / ITSM frameworks
  • HDI or other Service Desk best practice frameworks
  • Experience managing IT help desks with a diverse end user population
  • Ability to professionally manage employees applying company policies and employment law
  • Prior Workforce Management and Personnel Capacity Management experience
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
  • Knowledge of management principles and familiarity with company products, services, and policies
  • Strong coaching and leadership skills and the ability to motivate employees
  • Strong decisiveness and attention to detail
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.

Additional skills, experience, responsibilities
  • Major Incident Facilitation experience
  • Technical troubleshooting for a Tier I and Tier II scope of support
  • Critical thinking – ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Deductive reasoning–ability to apply general rules to specific problems to produce answers that make sense
  • Ability to create, review and modify service desk processes for accuracy and efficiency
  • Ability to work both independently and as part of a team
  • Ability to travel through major US airports
  • Strong multi-tasking and time management skills
  • Consulting experience is a plus, but not required
  • Ability to create and review team training materials
  • Ability to thrive in a diverse work environment

KEY COMPETENCIES
  • Communication – presents oneself clearly and articulately when speaking with an individual or before a group assuring that others fully comprehend the intended message
  • Drive for results – demonstrates concern for achieving or surpassing results against an internal or external standard of excellence. Models passion for improving the delivery of services with a commitment to continuous improvement
  • Planning & Organizing/Time Management – sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of the time demand involved
  • Service – demonstrates strong commitment to meeting the needs of co-workers, managers or clients striving to ensure their full satisfaction
  • Customer Focus: makes customers and their needs a primary focus of one’s actions. Develops and sustains productive customer relationships. Readily readjusts priorities to respond to pressing and changing customer demands. Quickly and effectively troubleshoots and solves customer problems

Disclaimer:
  • The preceding job description has been designed to indicate the general nature and level of work performed by employees within this position
  • It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position

Vacancy caducado!

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