Clinical Helpdesk Manager

Role Clinical Helpdesk Manager Competency C5 Experience 8+ years Primary Skills Working experience in Cerner Millennium / soarian applications / Epic EMR / any other EMR applications Secondary Skills Good understanding of clinical, revenue cycle and other hospital information system applications Location Onsite Phoenix AZ Objective: The Clinical Helpdesk Manager leads and supervises the day-to-day operations of the Helpdesk Team. This Clinical Helpdesk Manager also works to ensure service levels are met, services are meeting the expectations of the end-users & to provide reporting and continual clinical service improvement. Essential Functions: Manage trouble ticket and service request escalations to ensure timely resolution and/or fulfillment. Manage and develop fellow IT staff Manage and oversee Clinical Helpdesk, Desktop, Application, and Infrastructure support problems Develop & implement processes and procedures for supporting end users Produce and maintain technical documentation. Provide training to new hires Make sure for staff to always provide exceptional customer service Plan and implement office policies and procedures Set specific customer service standards & Service KPIs Measure and prepare reports on KPIs Any & all other duties as assigned Skills and Qualifications: Working experience in Cerner Millennium / soarian applications / Epic EMR / any other EMR applications Good understanding of clinical, revenue cycle and other hospital information system applications Work in a fast-paced environment, demonstrated ability to meet deadlines and service level agreements Attention to detail and ability to juggle multiple tasks Good understanding of Service Management principles as well managing a Clinical Service Desk Customer Obsession would be the corner stone for this role and driving initiatives which align to this fundamental requirement for the role. Technical understanding of Clinical Service Desk, Omni Channels, and associated Metrics, KPI and reporting. Ability to manage an outsourced service desk using metric, KPIs and other indicators Increase colleague productivity and drive efficiencies by adopting digital technologies like IT automation, Chatbot, AI, Self-service etc. Ability to demonstrate a solid understanding of basic network components and concepts Mature, self-motivated, and professional with excellent written and verbal communication skills Strong problem solving/analytical abilities Strong commitment to quality customer service Ability to work independently as well as willing to follow direction and best practices Regularly demonstrates initiative in supporting the end-user outside of expected job assignments Ability to follow defined processes & procedures. Demonstrate ability to supervise, lead and direct employees. Strong experience with Microsoft Office365 cloud Hands-on experience with Service Desk, Asset Management, MFA Help Desk Manager Requirements 8 years plus of experience as a Help Desk Manager or similar role 5 years of experience with help desk management Customer-centric Problem solver Critical thinker Attention to details Excellent written and verbal communications skills Good leadership skills Bachelors / Masters in Computer Science