Job Description:
Responsible for managing the activities and customer facing operations of the Remote System Administrators to meet the service needs of IWS customers while ensuring efficient operations of the group and alignment of priorities.
Primary Duties/Responsibility 1: Staff Management
Responsible for overseeing the customer facing technical support for the IWS product suite. Managing support teams who are diagnosing, troubleshooting and debugging highly technical and sophisticated software. Ensures engineers are current with the latest technology. Develop a consistent knowledge culture and delivery program to ensure staff and customers have wide and ready availability to relevant information. Establishes operational objectives and assignments, allocate resources and delegate assignments. Performance management and goals for staff. Develop and implement innovative plans for recognition, team building, growth and development of staff. Primary Duties/Responsibility 2: Customer Support Develop Best Practices including strategy, definition, roll-out planning, implementation, certification and results tracking. Consistent, dynamic communications with customers to drive intimacy, customer productivity, customer success and alignment to Change Healthcare. Provide regular feedback to the other members of the management team with respect to customer concerns and/or feedbacks. Continually seek opportunities to increase customer satisfaction and improve customer relationships. Continually seek feedback from customers. Analyze recommendations/metrics and implementing improvements to work processes and quality management. Track and report results on new initiatives. Traveling, on occasion, to customer sites to attend customer meetings as well as part of the on-call manager after hours pager rotation. Establishes and maintains lines of communication with internal and across department peers (product engineering and design, product deployment, upgrades, sales, etc.,) on development, design, reliability, implementation, and maintenance issues. May be involved in customer installation and training programs. Minimum Qualifications:
Bachelor’s Degree in computer science, IT, Computer Engineering or comparable professional experience Minimum of 3 years of solid management experience in leading a technical team ITIL and/or Six Sigma preferred Experience in growing a pioneering team Thorough understanding of a highly technical customer support environment Prior experience in troubleshooting complex technical issues (e.g. IT infrastructure) Excellent organizational skills, flexible and has an ability to handle and prioritize multiple tasks. Clear speaking voice and excellent telephone manner. Strong leadership capabilities and a result orientated approach Ability to work well within a fast-paced environment and under pressure. Proven experience and ability to plan, co-ordinate and motivate staff while monitoring the effective use of time and resources. Effectively communicates to customers in both written and verbal forms, including the ability to convey difficult/sensitive information tactfully. Strong decision-making skills Self-starter with exceptional commitment to providing superior proactive customer service Team player Ability to conduct training sessions, give oral presentations, and interface and communicate with customers and co-workers in a clear and professional manner
