Defines service levels, service agreements and manages the help desk operation. Establishes processes to identify, track, escalate, resolve and report customer problems. Establishes processes to identify, track, escalate and fulfill system access requests to ensure SOX auditing requirements are met.
Jointly, with the customer, defines standards and measures for quality and customer satisfaction requirements. The manager analyzes the technical performance and reliability of OIS products, systems and services against identified industry standards to ensure customer satisfaction.
Responsible for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.
Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
Typically has 7 to 10 years of IT work experience including managing team(s) responsible for desktop support, customer service and/or production support in multi-platform environments.
Significant experience managing resources in a call center environment utilizing an Automated Call Distribution System, workforce management systems and tools, and extensive reporting utilizing Excel, Access, or other SQL based reporting solution.
Significant IT experience in desktop, laptop, PC application as it relates to provisioning, support and maintenance with specific knowledge of Windows XP, and Windows 7.
Middle level management in help desk/customer support functions. Works under general direction of senior level management. Typically manages and mentors supervisors, project leaders and/or technical staff. Frequently reports to an IT Chief Operating Officer, Operating Unit IT Executive or Departmental IT Executive.
Omnicare, Inc - 21 months ago
Omnicare strives to be omnipresent in US nursing homes. The firm is the country's largest institutional pharmacy services provider,...