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Help Desk Manager

4 months ago

Birmingham, United Kingdom American Family Care, Inc. Full time

Summary
The Manager of Application Support will provide leadership to the Application Support team and serve as the initial escalation point for customer issues. The manager will work with cross-functional teams to get support closing escalated tickets, report common issues that are making it through QA, and suggest product improvements to reduce customer issues. Application Support is responsible for ensuring the resolution of application and system issues for internal and external users of our proprietary software platform.
Essential Duties and Responsibilities
· Lead Application Support team members with an emphasis on development and growth. Objectively measure team performance and provide guidance to improve and ensure high levels of client service. Focus on informing the prioritization and tracking the resolution of known issues. Use metric-driven projections to manage the team's staffing model.
· Interfaces with key business stakeholders to identify deficiencies or recommend new software solutions to improve our ability to provide world-class patient care.
· Work to eliminate obstacles and roadblocks to ensure your team can focus on execution. Proactively search for ways to improve and optimize our support tools and processes and reduce our SLA response time.
· Creates and deploys feedback mechanisms for end-users. Analyzes results, makes recommendations for support process improvement, and implements changes for all enterprise applications.
· Manage projects involving the implementation and upgrade of enterprise applications.
· Prioritizes, schedules, and administers all instances where enhancements and defect resolution are required.
· Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions and actions are taken to final resolution.
· Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
· Develop and lead Process Improvement initiatives by participating in user group meetings to identify areas where Application Services can assist in problem-solving or recommend solutions.
· Work with application software end-users to identify opportunities for improvement and solutions to business problems using the software and automation.
· Communicates application problems and issues to key stakeholders, including management, development teams, end-users, and unit leaders.
· Provide guidance, leadership, and mentoring to the Application and Helpdesk support team. Supports and develops the technical expertise needed to meet long-term business needs. Manage staff by reviewing, approving, and allocating work and work assignments among staff.
· Develops and provides training to the IT support team by assessing training needs through discussions, meetings, and consultations with IT personnel, end-users, and other organizational stakeholders to design, develop, and evaluate training programs, materials, and information.
· Provides data and reports KPIs (key performance indicators) and IT trends to the IT department and others by designing and implementing data collection plans, developing metrics, and analyzing data to facilitate and support system and network performance improvement.
· Oversees solutions repository by analyzing systemic failures, assessing user needs, and providing the strategic direction and oversight for the design, development, operation, and support of IT systems to ensure top-quality solutions are available to staff.
· Coordinates with management to identify the needs of the business, establish and maintain a budget, and coordinate efforts to procure needed supplies, equipment, & resources.
· Reviews survey feedback to improve services, tools, and support experience.
· Remains abreast of management and leadership principles and hardware and software industry trends in current and future capacities.
· Research reported problems as assigned to determine the background and current state, identify the root cause or known error, and identify the escalation team as requested.
· Drive optimization of knowledge management tools to quickly resolve known errors, configurations, and common issues.
· Ensure that incident, major incident, and request management procedures are followed by monitoring metrics and providing training and coaching to team members.

Other Duties and Responsibilities
· Establishes and maintains regular written and in-person communications regarding pertinent IS activities with the organization's executives, department heads, and end-users.
· Document opportunities to integrate systems and resources to fulfill project requirements.
· Maintain effective communication and relationships between customers and support team members.
· Protect AFC's value by keeping information confidential.
· Ensure compliance with HIPAA security standards
· Other duties and responsibilities as assigned
Qualifications
Excellent communication skills, both written and verbal. Strong planning and organizational skills. Ability to multi-task in a fast-paced environment. Ability to influence, delegate, lead, negotiate, adapt, and manage conflict. In-depth knowledge of applicable data privacy practices and laws. Strong understanding of project management principles and proven experience in implementing them. Strong leadership skills. Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques. Broad knowledge of project management methodologies, including Waterfall and Agile. Good analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Experience working in a team-oriented, collaborative environment. Highly self-motivated and directed. Exceptional customer service orientation skills. Extensive experience working in a team-oriented, collaborative environment.

Education and Experience
· BS degree in Computer Science, Management Information Systems, Project Management or equivalent combination of education and experience.
· At least 3-5 years managing electronic medical records (EMR) software support teams
· Knowledge of Practice Velocity or other leading EMRs preferred.
· Experience managing and supporting a service or help desk environment (e.g., incident management; identifying priority issues; deploying and maintaining workstations; installing and supporting operating systems, applications, and drivers; configuring network properties and hardware).
· Experience tracking and reporting KPIs (e.g., number of tickets open/closed per technician, complexity of tickets) using the service desk or service desk platform, Application, or system.
· Experienced in people management, strategic planning, risk management, as well as change management
· Experience managing technical staff (e.g., analyzing employee performance, providing help desk training).
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