Helpdesk Manager

2 weeks ago

Vancouver, Canada NTT DATA Full time

We are currently seeking a
**HelpdeskManager** tojoin our team in
**Vancouver, British Columbia**, Canada This position will allow you to work remotely from home.

**The individual will be responsible for the following**:

- Supports systems that provide solutions to customer questions and problems.
- Directs the efforts of others in the achievement of the operational objectives of the group.
- Supports the achievement of target customer satisfaction levels within the clinical support organization.
- Resolves and directs clinical and customer satisfaction issues to obtain maximum customer-based satisfaction.
- Reports new or recurring problems to supporting Managers.
- Supports the development of plans and objectives and participates in cross-functional projects and business initiatives, including the necessary workforce planning, to improve operational performance for the organization.
- Assists in the development and implementation of strategic plans, initiatives, and direction.
- Liaises with manager to respond to operational, productivity, and/or customer satisfaction data.
- Assists with account and end-user escalations.
- Provides support for service desk tools.
- Participates in recruitment activities.
- Ensures representatives are properly trained when legacy products are upgraded, and new products are released.
- Creates, updates, and presents training material to section staff on an ongoing basis.
- Assists with career development, performance, and HR-related activities such as, but not limited to coaching conversations, delivery of disciplinary measures, time management, approval, etc.
- Supports continuous improvement, training, and documentation.
- Support staff scheduling to ensure maximum coverage of department functions.
- Serves as the supporting lea duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks.

**Basic Qualifications**
- Bachelor's Degree or work experience equivalent

**Preferred Skills**
- 5 - 7 years of call center experience.
- Minimum 3 years of personnel management experience in a call center environment is highly desired.
- Demonstrates a service philosophy in all interactions with clinicians and colleagues.
- Experience with ITSM ticketing and/or telecom reporting systems.
- Knowledge of clinical workflow processes and/or clinical certifications.
- Experience in one of the following EMRs is a plus: Cerner, MEDITECH, McKesson, Epic, etc.

**About NTT DATA Services**

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran status, sexual orientation, gender identity, or any other class protected by law.

INDHCLSMC

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