Manager Customer Support Operations - Capital Division
Field IT&S - Richmond/Capital Division - Richmond, VA

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Summary of Duties: The Customer Support Operations Manager is responsible for defining and improving service desk operational procedures and interactions with customers and support resources. This position is responsible for defining, selecting, collecting and consolidating metrics. The Customer Support Operations Manager also reviews
IT&S division best practices, standards, and workflows to ensure consistency and standard operations. Resource allocation will be analyzed and reported on to ensure alignment with departmental workflow and project commitments. The Customer Support Operations Manager identifies and understands prevalent issues based on trend analysis and root cause analysis, and participates in efforts to improve operational excellence.
This position is responsible for the management of the division service desk and all personnel in the absence of the
Customer Support Director. This includes after-hours and weekend support responsibility.

Duties Include But Are Not Limited To:
Acting Service Level Manager and Service Level Reporter for the division
 Applies internal department best practices, standards, and workflows to ensure consistency and standard
operations across all IT&S division services
 Leads efforts to improve support processes and procedures. Defines and improves service desk operational
procedures and interactions with customers and support resources
 Communicates service desk processes, guidelines, and standards
 Leads root cause analysis; understands the outcomes of root cause analysis for incidents and requests reported
to the division service desk
 Coordinates customer support sponsored improvement efforts; Follows-up and follows through to ensure that
operating changes are resulting in expected improvements; reports on results of implemented improvements
 Leads metrics definition, identification, collection, and verification for division service level management
activities
 Manages monthly and quarterly service level management reporting for all IT&S division functions
 Conducts follow-up surveys and periodic quality reviews of Customer Support
 Develops support strategies for new division-specific products under development
 Compiles enhancement requests and helps customers prioritize requests for division-specific product
development. Is a customer advocate to product development for improvements that will resolve ongoing
issues.
 Leads efforts to populate the knowledge base and promote a self-help environment that is effective and practical
 Mentors service desk analysts in determining the most effective method of problem resolution
 Provides after-hours and on-call support, as needed
 Creates an environment that encourages information sharing, team-based solutions, cross-training, to ensure
effectiveness, efficiency and service excellence
 Manages the division service desk and service desk personnel in the absence of the Customer Support Director
 Takes calls approximately 10-20 percent of the time and/or as needed; engages other service resources to resolve complex incidents and requests
 Develops benchmark measures for service desk and customer service performance and establishes annual service desk team objectives
 Ensures maintenance of service desk and end user documentation
 Coordinates incident and request escalations to ensure that they are handled professionally and in a timely manner
 Meets with corporate, division and facility-level leadership teams, as needed, relating to service desk and/or customer support issues
 Participates in customer support resource planning activities; actively communicates resource constraints and continually balances resource supply to meet current demand of service desk
 Participates in recruiting efforts, as needed
 Develops a complete understanding of division and facility service desk needs, as well as impact of service desk changes. Participates in vision-setting and direction of division service desk with Customer Support director.
 Establishes and maintains strong relationships with division and facility leaders, IT&S leaders, vendors, and staff. Encourages information sharing, team-based resolutions, cross-training, process improvement across to ensure collaboration
 Leads efforts to identify, evaluate, promote, and implement customer support best practice processes and procedures
 Participates in financial management activities, including the creation and maintenance of the division customer services budget
 Participates in personnel management activities, including performance management and career development activities
 Coordinates efforts to develop processes and disciplines and supports sharing of best practices.
 Adheres to the Code of Conduct and Mission and Value Statements
 Assists with other duties as assigned
Knowledge, Skills, and Abilities
Demonstrated experience communicating across departmental boundaries to ensure collaboration, efficiency and service excellence (i.e. interdepartmental communication)
• Demonstrated people management skills
• Experience conferring with diverse technical and functional groups at all levels of the enterprise to develop solutions and address issues
• Strong understanding of Service Desk and customer service principles
• A clear understanding of computer systems and corresponding support requirements
• Strong personal drive and ability to see projects through to execution in a matrixed environment
• Advanced reasoning, math, and language skills
• Competency in MS Office Suite, budgeting tools, call center tracking tools, ad hoc reporting tools, resource management tools
Qualifications
Education
Bachelor’s degree preferred
 Advanced reasoning, math, and language competencies
 Continuing education in area of specialization; appropriate certifications based on area of specialization
Experience:
Required :
• 5+ years of experience combined operational experience in information technology or healthcare, or healthcare
applications support
• Experience with direct customer interaction, operations management, and personnel management desired
• Experience conferring with technical and functional experts at all levels of the enterprise in a problem-solving
environment
• Experience in large, complex organization or corporate structured environment
• Demonstrated experience creating and leading communications with direct reports, senior leaders, business
partners, vendors to ensure collaboration, efficiency, and service excellence
• Ability to work in stressful situations
• Competency in basic PC use and required tools
Preferred :
• Competency in use of call center tracking tools
• Competency in use of process mapping, budgeting, ad hoc reporting, and resource management tools
• Customer service orientation and/or training
• Root cause and trend analysis experience
• Software support strategy development and implementation
• Understanding of SDLC and project management competencies
• Strong understanding of HCA security-related procedures
Physical Demands/Working Conditions:
Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual
dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires
normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Work is performed in
an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people.
Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.
Some travel may be required.

HCA Inc - 18 months ago - save job