Work Shift:

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Position Overview:

IT Manager Customer Service

JOB CODE:13510

FLSA Exemption Status:Exempt

Telecommuting Eligible:Yes

SUMMARY (BASIC PURPOSE OF THE JOB)IT Customer Service manager will account for the delivery, quality, and continuous improvement of service management. Provides leadership, vision, and prioritization for optimizing the support processes for the organization. Ensures application and IT Service standardization to enable efficient support processes and transformation across the system.MINIMUM REQUIREMENTS

Education: Bachelor's degree in Business Administration or related field or equivalent work experience required.

Experience: Three years management experience.

Other Credentials:

Knowledge and Skills:Possesses excellent organizational, interpersonal, conflict resolution, and verbal and written communication skills. Ability to effectively manage multiple projects simultaneously and ability to respond quickly in a fast paced environment.

Special Training:Project management principles, budget management principles. Basic computer skills. ITIL Foundation Certification and Project Management Institute (PMI) certification preferred.

Mental, Behavioral and Emotional Abilities:

Usual Work Day:8 Hours  

REPORTING RELATIONSHIPS

Does this position formally supervise employees? Yes

If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager.

ESSENTIAL FUNCTIONSEstablishes and accurately updates customer service processes, documentation and communications standards for the IT team. Monitors service levels and customer satisfaction against service targets. Evaluates and implements opportunities for process improvement, documents findings and present to management on a regular basis.Leads the design, implementation, and management of standardized performance reporting based upon agreed to Service Level Agreements. Ensures reporting provides transparency to the value of the IT leaders. Prioritizes and manages the lifecycle of incidents and service requests.Maintains relationships with key stakeholders ensuring customer satisfaction and strategize within the wider IT team on problems and support other teams within the business.Leads the development of a next-generation service management architecture and manages projects that offer improvements or transformation of IT customer service.Initiates changes in programs and processes in response to customer satisfaction survey results using performance improvement methods and techniques. Act as an agent of change to introduce new concepts of service and technology processes in a cost-effective manner.Takes part in continual improvement planning of new and existing services and IT projects as required.Manages the day to day operation of the 24/7 IT Customer Service Team.Ensures that all incoming support tickets, service calls, emails, and other communications into the support center are streamlined and appropriately addressedHires, develops, appraises, rewards, manages and retains a highly qualified customer service team. Motivates and mentors customer service staff. Leads by example through appropriate participation and involvement in, and oversight of all customer services activities. Plans and provides continuity and succession for all.Performs other duties and/or projects as assigned.PHYSICAL DEMANDS AND WORK ENVIRONMENT

Frequent physical demands include: Sitting , Standing , Walking , Wrist position deviation , Keyboard use/repetitive motion

Occasional physical demands include: Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching forward , Reaching overhead , Squat/kneel/crawl , Pinching/fine motor activities

Continuous physical demands include: Talk or Hear

Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs.

Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Color Discrimination, Minimal Depth Perception, Accurate Hearing

Anticipated Occupational Exposure Risks Include the following: N/A

Offers are contingent upon successful completion of our onboarding process and pre-employment physical.  Capital Health will require all applicants (including contractors, travelers and consultants) to have an annual flu vaccine prior to start date, with the exception of individuals with medical and religious exemptions.

"Company will never ask candidates for social security numbers or date of birth during application phase. If you are asked for this information online, you may be a target for identity theft."