Client Services Manager
Information Technology (IT) - Los Angeles, CA

This job posting is no longer available on NBC Universal. Find similar jobs:Client Service Manager jobs - Information Technology jobs

Manage Business Aligned Client Services Team including Technical Leads and Analysts
  • Maintain solid business relationships:
  • -Identify, document, and maintain list of department leaders & key business contacts
  • -Develop relationships with business leads and contacts
  • -Attend departmental meetings as requested
  • Seek out and communicate upgrades impacting the workplace
  • -Includes workplace related changes through workplace technology team (HW/SW upgrades), security team (PC patches), enterprise services team (email/identity mgmt.), and core compute team (mostly network/file related)
  • -Communicate to client services team and business users
  • Manage high priority issues and escalations with multiple user impact till closed and communicated to CS team and Business.
  • Manage overall health of the queue; Re-shuffle resources where/when needed and intervene/reassign tickets missing SLA’s to tech leader. To ensure tickets are being handled in a timely fashion. Reference backlog metrics.
  • Oversee and initiate workplace related projects with CS team including PC/Mac refreshes, upgrades, office moves, etc.
  • Provide technical training plan for all CS Analysts and Tech Leads.
  • Monitor metrics including ticket service levels and customer satisfaction (VOC); Share with business, Technical Account Managers, and Client Service Team.
  • Own high priority and complex workplace issues through resolution; Share results with the CS Director and when appropriate communicate with Client, Technology Account Manager and teams. A CS team member or the CS director monitoring the queue will escalate to Tech Leader.
  • Partner with Workplace Technology team to:
  • -Learn of new workplace technologies and changes to existing (i.e. Windows7, Office 2010, iPhone5). Create a training plan which requires training from CBTs and classroom classes.
  • -Coordinate certification of new workplace hardware and software including devices (leverage existing CS, Technical Account Managers for testing).
  • -Collaborate with CS Coordinator on any deployments (or upgrades).
  • -Provide feedback loop to WorkPlace Technology Team for anomalies and inconsistencies.
  • Provide workplace tool recommendations where standard workplace offerings don’t meet business needs (engage Workplace Technology for brainstorming where needed).
  • Provide approval on hardware and software procurement requests (i.e. PC Refresh, Hardware, Software, Printers, etc.)
  • Assist CS analysts in load balancing tasks or escalations when not attending to one of the above tasks.
  • Maintain understanding of systems used by business and share information with CS team; Point person for application owners regarding system/workplace compatibility questions.
  • Provide feedback from end users to their Client Services Director

    Qualifications/Requirements
  • 3+ years of experience supervising a team that provides IT support
  • Bachelor’s degree or equivalent work experience
  • 3+ years strong customer service experience
  • Strong organizational and interpersonal skills such as: persistent, client-oriented, results-oriented and accountable
  • Strong oral and written communication skills
  • Team player - collaborates well with others to solve problems and actively incorporates input from various sources
  • Exhibits a professional attitude
  • Ability to handle multiple projects, troubleshoot, and solve client escalations
  • Demonstrated customer focus – evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
  • Strong analytical and problem solving skills; effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve
  • Ability to motivate and drive team members to achieve organizational goals
  • Project management skills and experience

    Desired Characteristics
  • Bachelor’s Degree in Information Systems/Computer Science related field preferred.
  • Experience providing IT support for production and corporate settings
  • Proven ability to work well under pressure
  • Highly motivated and effective self-starter

  • About this company
    Emerging Health Information Technology is a wholly owned subsidiary of Montefiore Medical Center. Emerging Health IT, a healthcare IT...