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