Job description

Clinical Help desk Manager

This is for Scottsdale, Phoenix

Objective:

The Clinical Helpdesk Manager leads and supervises the day-to-day operations of the Helpdesk Team.

This Clinical Helpdesk Manager also works to ensure service levels are met, services are meeting the expectations of the end-users & to provide reporting and continual clinical service improvement.

Essential Functions:

Manage trouble ticket and service request escalations to ensure timely resolution and/or fulfillment.

Manage and develop fellow IT staff

Manage and oversee Clinical Helpdesk, Desktop, Application, and Infrastructure support problems

Develop & implement processes and procedures for supporting end users

Produce and maintain technical documentation.

Provide training to new hires

Make sure for staff to always provide exceptional customer service

Plan and implement office policies and procedures

Set specific customer service standards & Service KPIs

Measure and prepare reports on KPIs

Any & all other duties as assigned

Skills and Qualifications:

Working experience in Cerner Millennium / soarian applications / Epic EMR / any other EMR applications

Good understanding of clinical, revenue cycle and other hospital information system applications

Work in a fast-paced environment, demonstrated ability to meet deadlines and service level agreements

Attention to detail and ability to juggle multiple tasks

Good understanding of Service Management principles as well managing a Clinical Service Desk

Customer Obsession would be the corner stone for this role and driving initiatives which align to this fundamental requirement for the role.

Technical understanding of Clinical Service Desk, Omni Channels, and associated Metrics, KPI and reporting.

Ability to manage an outsourced service desk using metric, KPIs and other indicators

Increase colleague productivity and drive efficiencies by adopting digital technologies like IT automation, Chatbot, AI, Self-service etc.

Ability to demonstrate a solid understanding of basic network components and concepts

Mature, self-motivated, and professional with excellent written and verbal communication skills

Ability to work independently as well as willing to follow direction and best practices

Regularly demonstrates initiative in supporting the end-user outside of expected job assignments

Ability to follow defined processes & procedures.

Demonstrate ability to supervise, lead and direct employees.

Strong experience with Microsoft Office365 cloud

Hands-on experience with Service Desk, Asset Management, MFA

Help Desk Manager requirements

8 years plus of experience as a Help Desk Manager or similar role

5 years of experience with help desk management

Customer-centric

Problem solver

Critical thinker

Attention to details

Excellent written and verbal communications skills

Good leadership skills

Bachelors / Masters in Computer Science

Job Types: Full-time, Contract

Salary: $15.67 - $23.57 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Scottsdale, AZ: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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