[Remote] Service Desk Supervisor – Service Desk Operations – Clinical Service Desk

Note: The job is a remote job and is open to candidates in USA. Nordic Global is committed to enhancing career growth and happiness. The Clinical Service Desk Supervisor will manage and develop a team of clinical support agents, ensuring operational efficiency and adherence to established procedures while serving as a key point of contact for IT support needs.

Responsibilities

• Managing and supervising a team of Service Desk Agents (I, II, and III)
• Responsible for the hiring, onboarding, and continued education of Service Desk Agents at all levels
• Serve as an internal escalation point for leads and department wide issues
• Contributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise including leading regular team meetings
• Executing plans and processes to deliver on quality benchmarks and department goals
• Developing Service Desk Agents (I, II, III) through coaching and 1:1 sessions to review personal performance
• Overseeing of call assignments, schedule, and schedule adherence within the Clinical Service Desk team
• Meeting complex customer requirements and managing requests from clients related to the Service Desks area(s) of application expertise
• Creating, facilitating, and distributing internal communication including newsletters, emails, and team meetings
• Trending and oversight of service desk metrics including but not limited to CSAT, KPIs, and volumes to ensure SLAs are met and performance targets are met
• Knowledge management oversight to ensure Knowledge Based Articles to improve quality and productivity
• Serving as liaison for clients and service desk for day-to-day operations and subject matter expertise
• Accountability to service levels across the service desk are met and exceeding customer expectations
• Adhering to policies and procedures such as HIPAA and client notification expectations
• Leading, Managing, and/or working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested

Skills

• BS/BA in related field, 5+ years related experience, certifications and registrations in certain areas
• 5+ years in service desk or IT support required
• Direct staff management experience leading service-oriented teams required
• Full understanding of Healthcare Terminology and IT competencies
• Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases systems implementations, preferred
• Prior experience with ticketing systems and change management processes
• Excellent customer service and communication skills, written and verbal
• Demonstrated problem-solving skills and decision-making skills
• Ability to work well under pressure while maintaining high productivity
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic's maxims
• Industry-specific certification(s) (e.g. ITIL, HDI, etc.) preferred
• Experience using remote-control tools (i.e., Quick Assist, Bomgar, etc.)
• Experience or knowledge with ITIL

Company Overview

Company H1B Sponsorship