Manager, Technical Service Desk Albuquerque NM

About the position

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. 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.

Responsibilities

• 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
• Developing your team of Supervisors, Team Leads and Service Desk Analysts
• Creating a culture of professionalism, customer service excellence and the growth and development of the staff
• Standardizing operations and projects
• Supervising the activities and personnel associated with providing technical services to customers
• Understanding of Service Level Agreements (SLAs) and KPIs, and applying tactics to meet SLAs/KPIs
• Staffing; reviewing resumes and interviewing candidates
• Training, coaching, and developing Supervisors, Leads and Service Analysts
• Answering Analyst's questions and guiding them through difficult calls or issues
• Leading team meetings and communicating business updates
• Collaborating with peers and other management team members to identify trends and establish service center goals
• Monitoring employee metrics and providing improvement guidance
• Preparing and analyzing data reports to improve processes
• Initiating projects to support employees and service center operations

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
• Minimum of 4 years Technical Service Desk Management experience
• ITIL familiarity required, with ITIL Foundations certification preferred
• Solid technical background with an ability to give instructions to a non-technical audience
• Experience with ITIL / ITSM frameworks
• Experience managing IT help desks with a diverse end user population
• Ability 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
• 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

Nice-to-haves

• Major Incident Facilitation experience
• Technical troubleshooting for a Tier I and Tier II scope of support
• Critical thinking skills
• Deductive reasoning skills
• Ability to work both independently and as part of a team
• Ability to travel via a major US airport
• Strong multi-tasking and time management skills
• Consulting experience would be a plus
• Create and review team training materials
• Thrives in a diverse work environment