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
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
Requirements
BA/BS in related field, and any applicable/advanced industry certifications
7+ years in service desk or IT support, 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
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
Direct staff management experience leading service-oriented teams required
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 co
Benefits
Health insuranceRemote work options
Additional Information
Make a difference. Be happy. Grow your career.
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.
Nordic · US