Desktop Services Manager - Client Site
Company: UnityBPO
Location: Albuquerque
Posted on: April 28, 2024
Job Description:
Job Type
Full-time
Description
Job Title: Desktop Services Manager - PHS
FLSA Status: Exempt
Effective Date: January 30th, 2024
Reports to: DTS Leadership (Associate Director/CTO)
Rediscover what it's like to enjoy your job.
WHO WE ARE
UnityBPO is a premier Healthcare IT company serving America's front
line healthcare workers and their patients. 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.
Healthcare has surpassed manufacturing and retail to become the
largest and most rapidly growing source of jobs in the US.
Additionally, the practice of medicine has become more tech focused
than ever before. At UnityBPO, we directly impact how healthcare
workers do their jobs by helping them navigate this new technical
landscape. If you love technology and the chance to be involved in
the business of healthcare - you can be at the forefront of these
changes and make a difference by joining our team.
Desktop Services Manager Job Description:
We are looking for a skilled Desktop Services Manager who can lead
our technicians to better performance and improve service quality.
The Desktop Services Manager will assist in establishing Desktop
Services objectives, provide technicians with opportunities to
expand their knowledge of services, products, and troubleshooting
techniques, analyze Desktop Services data, and focus on improving
performance and processes to better support customers. You should
have exceptional communication, interpersonal, and customer service
skills, as well as comprehensive knowledge of company policies and
offerings.
To be a successful Desktop Services Manager, you should be focused
on improving your team of technicians. You should be observant and
detail-oriented and possess an understanding of the business, the
products and services, and the issues technicians are facing on the
floor.
Desktop Services Manager Responsibilities:
- Deploy a Team Development strategy in the first 90 days of
employment, to include cross team interactions, staff development
and advancement, recognition, and retention strategy.
- Oversee supervisor's team development and ensure they are
consistently coaching and mentoring their individual team members
once per month
- Develop supervisors through standardized monthly 1:1s, coaching
and mentoring, documents in HRIS (Paylocity)
- Actively monitoring supervisor progress on technician One on
One meetings, ensuring that the interactions are logged in the HRM
application. Coaching and documenting any misses in the subsequent
Manager/Supervisor One on One conversations.
- Score Cards - Maintain team compliance with all performance
management scorecards. Meet score card requirements including
performance management metrics.
- Hiring, training, coaching, and leading Desktop Services
supervisors and technicians as they provide support for
customers.
- Answering supervisor and technicians' questions, guiding them
through difficult tickets or issues, diffusing angry customers, or
handling issues that cannot be fielded by technicians
- Leading team meetings, asking questions to better understand
the tickets technicians are receiving, educating and coach
technicians regarding processes and practices, and explain
expectations to employees.
- Leading and assisting other management team members in
identifying trends and establishing Desktop Services goals.
- Ensuring staff members are achieving desired service levels and
taking corrective action, as needed.
- Preparing reports and analyzing Desktop Services data to
improve processes, ensure resources are properly allocated, and
maximize efficiency and customer satisfaction.
- Leading or contributing on other tasks or projects to support
employees, other managers, and Desktop Services operations.
- Perform management responsibilities such as interviewing,
hiring, and training team members; planning, assigning, and
directing work; appraising performance; rewarding and disciplining
team members; addressing complaints and resolving problems in a
timely manner
- Responsible for producing weekly and monthly operations SLA and
KPI reporting to Client and Unity leaders and performing service
recovery on violations.
- Responsible for facilitation of Monthly Client Performance
reviews and attending all required client meetings.
- Responsible for yearly Desktop Services Runbook review and
process clarification as needed. Experience:
- Desktop Services:6 years (Required)
- Desktop Services Management: 4 years (Required) Additional
skills, experience, responsibilities that may pertain to this job
for this contract/area:
- ITIL / ITSM frameworks
- Desktop Services best-practice frameworks
- Major Incident Facilitation experience
- Technical troubleshooting for a Tier II and Tier III scope of
support
- Critical thinking - ability to use logic and reasoning to
identify the strengths and weaknesses of alternative solutions,
conclusions or approaches to problems
- Deductive reasoning - ability to apply general rules to
specific problems to produce answers that make sense
- Create, review, and modify Desktop Services processes for
accuracy and efficiency
- Ability to work both independently and as part of a team
- Strong multi-tasking and time management skills
- Consulting experience would be a plus, but not required
- Create and review team training materials
- Thrives in a diverse work environment KEY 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
satisfaction
- Customer 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. WORK CONDITIONS
- Required to sit, walk, stand, bend over or stoop on a regular
basis.
- Ability to travel by personal vehicle to New Mexico
locations
- Travel is required
- Ability to operate a computer keyboard, mouse and to handle
other computer components
- Must be able to lift/transport moderately heavy objects, such
as computers, devices, and peripherals up to 50 lbs.
- Flexibility to work off schedule when needed.
- Must keep UnityBPO, patient, and client information
confidential. Requirements
Desktop Services Manager Requirements:
- Bachelor's Degree preferred, or combination of Associates and 4
years' experience, or 8 total years of experience.
- Process Improvement experience desired, such as Lean, Six
Sigma, etc.
- Workforce Management and Personnel Capacity Management
experience
- More education or experience in a related field preferred.
- Ability to work in a shared services multi-client, 24x7
environment
- 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.
- Polite, professional phone voice.
- Job Type: Full-time 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.
We are an equal opportunity employer. All applicants will be
considered for employment without attention to race, color,
religion, sex, sexual orientation, gender identity, national
origin, veteran, or disability status.
Keywords: UnityBPO, Rio Rancho , Desktop Services Manager - Client Site, Professions , Albuquerque, New Mexico
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