Director, Client Support

The Director, Client Support is a role that requires a highly motivated team player with excellent interpersonal skills. This is a hybrid role that reports to the Senior Director, End User Support and Call Center in the Managed Services department.

The Director, Client Support is the primary technical liaison between the company and our clients. You will provide direction to your team of support engineers while maintaining client satisfaction in all areas of IT. Having an operations and service delivery mindset is important in developing a relationship as a trusted advisor to our clients.

Responsibilities

Your responsibilities are broken down into two functions:

Client Support Team Director & Advocate

• Management of a team of support engineers
• Resource planning for site-specific projects
• Optimization of the support department’s process
• Supervision of the day-to-day operations of the multiple facilities
• QA support tickets to improve efficiency and decrease resolution times
• Support and coach the team; provide training sessions to support team members to improve skill sets
• Maintain security by ensuring compliance to policies, procedures, and standards
• Report any suspected IT security incident, such as a service disruption, a suspicious email, or an unusual endpoint behavior
• Participate in required cybersecurity and compliance training sessions
• Maintain situational awareness and security knowledge by tracking and understanding emerging security practices, standards, and threats
• Measure, evaluate, report on, and, if necessary, provide corrective action on individual or team performance to meet KPI goals and SLA’s
  
  

Client Account Manager & Advocate

• Client advocate and liaison to all other AIT departments and vendors
• Provide escalation support to all groups
• Build and maintain solid relationships with client executive teams
• Work with the accounting department to assist with invoicing and payment issues and coordinate regular reviews of client agreements
• Liaison between clients and vendors
• Supervision of the day-to-day IT operation of clients
• Establish and maintain client relations through visits and consistent communications
• Participation and coordination of onboarding/offboarding of clients
• Gather internal and external information to create working budgets with clients on a quarterly and annual basis
• Review Compliance & Support reports with site administrators; implement solutions to issues that arise from reports
  
  

Requirements

• 5 years’ work experience in an IT management and leadership role
• Outstanding customer service and organizational skills
• Excellent leadership and decision-making skills
• Ability to motivate others on a team and help them succeed
• High-level understanding of business technology; good understanding of network topology and its dependencies
• Strong customer service skills in the areas of handling disputes and treating customers with care
• Ability to travel throughout the region to achieve project goals
• Problem-solving skills, especially in situations of high stress
• Multitasking skills and the ability to tend to multiple problems at a time
• Strong written and verbal communication; prepare and present proposals
• Customer-first approach
• An active approach to solving problems and receiving feedback
• Strong work ethic
• Proven ability to work with diverse stakeholders, manage competing agendas and priorities, and translate complex information across internal and external audiences
• Communication with the technology team and other departments as collaboration requires
• Direction and support for the implementation of new software and hardware
• Identify and recommend new technology solutions
• Experience working in help desk support ticketing systems, contact center software, and knowledge base systems
  
  

WHY ANATOMY IT?

Anatomy IT embraces those that demonstrate a deep passion for solving the problems of healthcare with enthusiasm for building positive working relationships and winning as a team. We believe in putting our customers first, empowering our people to drive growth, being technologically innovative, simplifying the complex, delivering results to our commitments with a sense of urgency while embracing diversity, equity, and inclusion.

The Company

Anatomy IT helps healthcare providers deliver exceptional patient care through technology and cybersecurity solutions. With 30 years of experience, we understand healthcare organizations' unique risks, opportunities, and challenges. Anatomy IT is one of the largest and fastest-growing healthcare IT companies, partnering with over 19,000 providers and healthcare staff nationwide, including ASCs, physician groups and hospitals.

Benefits

We love collaborating and working together as a team. Our benefits include healthcare (medical, dental & vision), 401K fund contribution, paid-time-off, short & long-term disability, and a family atmosphere of caring and concern for each team member.

EQUAL OPPORTUNITY EMPLOYER

We are proud to be an equal opportunity employer – and celebrate our employees' differences regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

• The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be a comprehensive list of all responsibilities, and skills required of employees.