Manager, IT Support Services
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About The Position
The Manager of IT Support Services position reports to the Executive Director, Technology and is responsible for delivering a standardized customer support and service experience, utilizing contemporary tools, processes and technology (e.g., IT self-service support portal, call routing and reporting, contemporary contact services, desktop equipment and peripheral devices, etc.). This position is responsible for ensuring the smooth operation of a team of colleagues whose primary function is to facilitate contact center services (e.g., call handling, code communications, paging and medical answering services), IT service desk functions, and delivery of IT field support services. This position requires an individual with strong leadership experience, who is customer-centric, foster positive relationships with our client, and has the ability to manage and prioritize various complex customer service related requests/issues. This position will set baseline metrics for call center statistics, service level objectives, and other key customer-service performance indicators, to ensure service and quality levels are achieved.
