Job Description
Job Description
Description : WHO WE ARE
UnityBPO is a premier Health IT company providing services in two healthcare markets : acute and post-acute. We are the lifeline for clinicians and patients across the country helping them to solve their technology challenges. Through our unique portfolio of clinician and patient products and services, Unity brings the skills, experience, tools, knowledge, and best practices to create immediate resolution to human technology interactions. Bound together by our diverse talent and uncompromising values, we at UnityBPO choose to work in environments that count—environments that are complex and critical and that dramatically affect our lives. We choose to be in places that matter—where doctors are saving lives, where patients are being healed. We believe we are the best company at understanding how to humanize technology and we hire people who live this belief. Our environment is open, honest, and focused on our customers—and our employees’ success. So choose a career path. And rediscover what it's like to enjoy your job.
Technical Service Desk Manager Job Summary
The Technical Service Desk Manager (SDM) will assist in establishing objectives, provide Analysts with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. Technical Service Desk Managers will have a solid understanding of the business, clients and are intimately familiar with our Service Level Agreements (SLA) and how their team is performing to them.
The Technical SDM will be :
- Leading and managing personnel in a geographically dispersed, 24x7x365 environment
- Managing performance-based customer service against multiple SLA requirements
- Utilizing and customizing service desk tools and technologies (ITSM, Remote Management / Monitoring, and Automated Call Distribution) to monitor and improve program performance and satisfy customer needs.
- A successful Technical Service Desk Manager will be focused on developing your team of Supervisors, Team Leads and Service Desk Analysts.
- Technical Service Desk Managers will present with a professional demeanor, possess exceptional communication, interpersonal, and customer service skills.
- Technical Service Desk Managers will have comprehensive knowledge of company policies and employment law. Technical Service Desk Managers are expected to partner with other Technical SDM’s to ensure consistent and fair application.
Requirements :
Technical Service Desk Manager Responsibilities
Purposefully participates in creating a culture of professionalism, customer service excellence and the growth and development of the staff.Standardization of operations and projects.Supervises the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systemsUnderstanding of Service Level Agreements (SLAs) and KPIs. And experienced in applying tactics to meet SLAs / KPIs on a monthly basis.Staffing; carefully reviews resumes and thoroughly interviews and selects candidates, prioritizing qualified candidates and professionalism.Training, coaching, and developing Supervisors, Leads and Service Analysts.Answering Analyst’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by Analysts.Leads team meetings, communicates business updates, sets expectations, and intentionally seeks to understand their team’s experience and the issues they are facing.Collaborates with their peers and other management team members to identifying trends and establishes service center goals.Regularly monitors employee’s metrics and provides improvement guidance and if necessary, corrective action.Prepares and analyzes data reports to improve processes. Ensures resources are properly allocated and maximizes efficiency.Initiates projects to support employees, other managers, and service center operations.Technical Service Desk Manager Requirements
Bachelor’s Degree in IT or related field preferred; or Associate’s 3 years’ experience in lieu of; must have a minimum of a High School Diploma.Technical Service Desk Management : Minimum of 4 years (Required)ITIL familiarity required, with ITIL Foundations certification preferredSolid technical background with an ability to give instructions to a non-technical audienceExperience :
ITIL / ITSM frameworksHDI or other Service Desk best-practice frameworksManaging IT help desks with a diverse end user populationAbility to professionally manage employees applying company policies and employment law.Workforce Management and Personnel Capacity Management experience.Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.Knowledge of management principles and familiarity with company products, services, and policies.Strong coaching and leadership skills, ability to motivate employees.Decisiveness and attention to detail.Proficiency with necessary technology, including computers, software applications, phone systems, etc.Additional skills, experience, responsibilities that may pertain to this job for this contract / area
Major Incident Facilitation experienceTechnical troubleshooting for a Tier I and Tier II scope of supportCritical thinking – ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problemsDeductive reasoning–ability to apply general rules to specific problems to produce answers that make senseCreate, review and modify service desk processes for accuracy and efficiencyAbility to work both independently and as part of a teamAbility to travel via a major US airportStrong multi-tasking and time management skillsConsulting experience would be a plus, but not requiredCreate and review team training materialsThrives in a diverse work environmentKEY COMPETENCIES
Communication – presents oneself clearly and articulately when speaking with an individual or before a group assuring that others fully comprehend the intended message.Drive for results – demonstrates concern for achieving or surpassing results against an internal or external standard of excellence. Shows a passion for improving the delivery of services with a commitment to continuous improvement.Planning & Organizing / Time Management – sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of the time demand involved.Service – demonstrates strong commitment to meeting the needs of co-workers, managers or clients striving to ensure their full satisfactionCustomer Focus : makes customers and their needs a primary focus of one’s actions. Develops and sustains productive customer relationships. Readily readjusts priorities to respond to pressing and changing customer demands. Quickly and effectively troubleshoots and solves customer problems.Disclaimer :
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification / job function.It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
