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