Manager, Customer Support Services In Illinois Job Details

Department: Information Technology
Category: Information Systems /Finance
Schedule: Full Time
Shift: Days
Hours: 8:00 a.m. - 4:30 p.m. with weekends as needed

Basic Function:

Provide day-to-day management and oversight to the Help Desk group and the Customer Service Supervisor, who intern supervisors the activities of the PC Support groups.  These groups represent the customer facing activities of the IS department. Activities include supporting the management and scheduling all support functions for desktop hardware, Help Desk ticket management training, resolution and triage for calls received at the Help Desk 24x7x365 and ensuring all Help Desk and issue resolution personnel in multiple departments understand and use the MHS ticket management software appropriately. Plan, organize, manage, communicate and control the analysis, evaluation, design, maintenance and support of office automation tools, hardware and communication devices including cell phones, SpectraLink phones, Vocera and pagers.  Proactively support deployment and support of equipment to our clinical teams to ensure adequate access to critical systems from a hardware perspective on a daily basis.  Design appropriate tools and techniques to monitor and improve customer satisfaction with the services provided to a diverse user community including nurses and other clinical and administrative staff, physicians, and patients and visitors.  Develop reporting tools and techniques to monitor and report support statistics to the organization and benchmark departmental results with peers and other leaders in the area of customer support service activities.  Provide continuous improvement recommendations to become a ?best of breed? Customer Support center of excellence. Work closely with the IT Financial Manager to manage project level fiscal accountability, vendor invoice validation and payment approvals.  As an IT Leadership team member, the incumbent will work to integrate all activities across the department and model appropriate behavior as exemplified in the MHS Behavioral Standards and Mission and Values Statement.

Requirements for this position include:

1.     Bachelor?s degree in computer science or other related field is required. 

2.     Five or more years experience in Information Technology including project management, advanced support management or other similar experience required.  Help Desk support experience preferred.  Knowledge of the Heat system also preferred.  

3.     Demonstrated management skills particularly in the management of people, hardware, software, and other IT-related resources including budgetary responsibilities.  Previous management or supervisory experience of 3 or more years is preferred particularly in customer facing or Help Desk management roles.  Successful inventory management skills are also desirable.

4.     Demonstrated problem solving skills and ability to consistently exercise sound judgment, initiative and creativity in all circumstances, including very stressful situations and ability to effectively manage competing priorities is essential.

5.     Experience with applicable microcomputer application development tools and techniques including but not limited to email, Help Desk tracking applications, report writer applications and interface engines.

6.     Demonstrated ability to communicate positively and effectively with all levels of staff both in and outside of IT is essential.

7.     Demonstrated dedication to strong customer service support and commitment to the achievement of Memorial?s strategic goals is essential.

8.     Demonstrated technical- and business-focused written, verbal and presentation skills required.  Demonstrated ability to work effectively in a multi-disciplinary team environment is essential.  Must be equally as comfortable in leadership roles as in supporting roles of other team members.

9.     Demonstrated ability to execute projects from start to finish including the development, measurement and reporting of key performance indicators and commitment to continuous quality improvement while following MHS? Project Management processes is essential.

10.   Demonstrated ability to achieve results and inspire others to do the same is essential.  Personal accountability for results is essential in this position.

Date posted: 12/05/2009