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The Senior Manager, IT Service Desk Operations, supports the Director, IT Service Desk Operations, in delivering service to a multi-faceted healthcare client base. The Senior Manager of Service Desk Operations is a player/coach responsible for overseeing and optimizing all aspects of a 24x7x365 omni-channel contact center, including leadership of front-line supervisors and their respective teams. This role drives strategies to improve performance, improve client satisfaction and referenceability, increase efficiency, and improve overall process improvement. Success is measured by ensuring the highest level of delivery to promote a top tier differentiated customer experience, increase client value and satisfaction, ensure superior employee retention, and exceed ongoing efficiency initiatives.
Key Responsibilities
- Lead and manage service desk teams, including driving improvement in hiring, training, retention, and performance management for fully remote staffing models
- Working with Senior Leadership, will monitor, improve, and meet financial targets by estimating performance requirements and preparing annual budgets.
- Monitor and analyze all service desk performance data to identify and engage areas of improvement and present weekly/monthly/annual service desk action plans
- Serves as a key escalation point for our customers as well as internal departmental leadership teams
- Drive quality and process improvement across the service desk
- Ensure a strong pay-for-performance model is created, understood, and implemented to drive performance
- Evaluate individual performance reviews and overall team effectiveness with upper management while ensuring regular coaching and performance management conversations are being maintained across the desk
- Ensure Supervisors are driving all desk employees to remain compliant and up to date in all mandatory training and compliance requirements like HIPAA and client-specific training as necessary
- Directly responsible for ensuring top talent is recruited, onboarded, and retained
- Continuously review and drive efficiencies and ensure the desk is being properly managed using current WFM and performance management ideologies
- Coach, develop, and oversee Supervisors to ensure they are properly maintaining skills-based roles, and proactive call management for team balance and performance to call volume arrival patterns
- Assist the Director, Service Desk Operations in putting together daily, weekly, and monthly trend reporting on service desk performance, including CSAT, KPI, SLA/SLO, and volume analysis to ensure all drivers of performance are met, and when necessary, present these reports to internal/external stakeholders
- Driving improvements in Knowledge-Based Articles usage and enhancements to improve quality and productivity around first call resolution
- Stay up to date with the latest industry and IT knowledge to provide client-facing and internal process recommendations
- Leading, managing, and/or working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested
Skills and Experience
- BA/BS in related field required, and any applicable/advanced industry certifications
- 7+ years in service desk or IT support required, preferably in an advanced leadership role
- 6+ years of experience in a management function required
- 4+ years of experience managing a fully remote workforce required
- Direct staff management experience leading service-oriented teams required
- Excellent understanding of Healthcare Terminology, software applications, phone and computer systems, and IT competencies
- Advanced workforce management expertise, with demonstrated proficiency in Genesys or similar call system software, including forecasting, scheduling, real-time analysis, and optimization of contact center operations
- Above average experience in ITSM (ServiceNow preferred) platform to include reporting, workflow optimization, and platform analytics knowledge
- Exceptional training and coaching skills to motivate employees
- Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases systems implementations, preferred
- Excellent customer service and communication skills, written and verbal
- ITIL Foundations certification required or able to get within six months of onboarding
- Experience with electronic health records (EHR) and like systems a plus
- Demonstrated problem-solving skills and decision-making skills
- Be comfortable working in a cross-functional/matrixed organization
- Ability to work well under pressure while maintaining high productivity
- Strong attention to detail and ability to organize
- Must be able to work independently, as well as within a team environment
- Must demonstrate and embody Nordic’s maxims
Additional details
- Ability to travel up to 10% of the time
- Perform other duties as assigned and necessary
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
