[Hiring] Senior Manager – IT – Service Desk @Nordic Healthcare Group (NHG)

Role Description

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.

• Lead and manage service desk teams, including driving improvement in hiring, training, retention, and performance management for fully remote staffing models.
• Monitor, improve, and meet financial targets by estimating performance requirements and preparing annual budgets.
• Monitor and analyze all service desk performance data to identify areas of improvement and present weekly/monthly/annual service desk action plans.
• Serve as a key escalation point for customers and 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.
• Ensure Supervisors are driving all desk employees to remain compliant and up to date in all mandatory training and compliance requirements.
• Directly responsible for ensuring top talent is recruited, onboarded, and retained.
• Continuously review and drive efficiencies using current WFM and performance management ideologies.
• Coach, develop, and oversee Supervisors to ensure they are maintaining skills-based roles and proactive call management.
• Assist the Director, Service Desk Operations in putting together trend reporting on service desk performance.
• Drive improvements in Knowledge-Based Articles usage and enhancements to improve quality and productivity.
• Stay up to date with the latest industry and IT knowledge to provide recommendations.
• Lead, manage, and/or work on assigned projects on an ad hoc basis.

Qualifications

• 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.
• Above average experience in ITSM (ServiceNow preferred) platform.
• 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.
• 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.
• 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.

Requirements

• Ability to travel up to 10% of the time.
• Perform other duties as assigned and necessary.

Company Description

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.