Help Desk Manager

1 day ago

Montréal, Canada Circle Medical - a UCSF Health Affiliate Full time

ABOUT US

Circle Medical is a venture-backed Y-Combinator healthcare startup on a mission to bring quality, delightful primary care to everyone on the planet. Built by top-tier physicians, engineers, and designers, our medical practice and underlying technology have pioneered how people find and receive care.

Our focus on building directly for our patients and providers to address serious care accessibility issues has enabled us to grow over 3X year-over-year. We’re now using our most recent round of funding from WELL Health, backed by Sir Li Ka-shing, to continue building out our hybrid in-clinic and telemedicine model across all fifty states.

As we enter the hypergrowth phase, we are looking for deeply motivated team players who are driven to solve some of the biggest challenges in healthcare so that people can live longer and healthier lives.

More about us can be found on our website.

DESCRIPTION

The Help Desk Managers will oversee our support team in providing exemplary support to our providers and care coordinators. You will be responsible for training, supporting, and leading your team with a detailed-oriented approach. You will also be required to manage ticket escalations and resolve them promptly with proper stakeholder communications.

**WHAT YOU’LL DO**:

- Monitor employee requests to identify systematic trends and develop action plans to address them. Create, review, evaluate, and prepare periodic performance reports.
- Proactively identifies means to ensure that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available.
- Work with existing reporting and analytics tools to monitor Help Desk performance, identify and address areas of potential performance issues, and monitor key performance indicators.
- Start, oversee, and participate in Helpdesk and employee support projects, including automation implementation and online self-service catalog development.
- Perform periodic reviews and evaluations of all employees, managing necessary performance issues and training requirements to develop individual resources as a team.
- Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
- Make recommendations to improve operational efficiency.
- Develop cross-team and cross-departmental expertise necessary to respond to issues effectively.
- Contribute to the change management process; represent stakeholders' interests when assessing risk and impact.
- Monitoring team performance and developing feedback reports for management.
- Create and maintain dashboard reports as needed. Trend data and suggest proactive measures and service improvements based on analytics.
- Participates in the hiring and training of departmental team members.
- Organizes and oversees the work and schedules of the departmental team members.
- Conducts performance evaluations that are timely and constructive.
- Handles discipline and termination of employees as needed and in accordance with company policy.
- Ensures a safe, secure, and legal work environment.
- Develop personal growth opportunities.
- Accomplish staff results by communicating job expectations, planning, monitoring, and appraising job results.
- Provide high-level guidance and oversight to temporary contractors (non-employees) that may be needed to sustain SLAs and rapid growth.
- Other related duties as assigned.

**WHAT YOU’LL BRING**:

- 1-2 years of experience in leadership and/or operational and process management.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong customer service skills.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Strong people management skills.
- Strong technical background.
- Ability to prioritize tasks and delegate them when appropriate.
- Ability to function well in a high-paced and, at times, stressful environment.
- Ability and experience in building out and implementing process and process control.
- Experience managing multiple projects and initiatives.
- Technical and innovation skills. Able to think outside the box and come up with solutions to complex problems.
- Ability to independently develop and implement support strategies.
- Strong leadership, consultative and communication skills, analytical ability, decisiveness, judgment, and the ability to work effectively with multiple stakeholders.
- Health care experience is a plus; understanding of the requirements of a telemedicine practice.
- Effective speaker, collaborative worker, and good writing skills.
- Able to translate complex technical information and implications in business-oriented language.
- The ability to build, inspire, and manage a team of help desk specialists to provide outstanding support with exceptional service, sat

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