Technical Support Professional
3 days ago
We are seeking an experienced Support Manager to oversee the technical support function, ensuring timely and efficient resolution of requests, incidents, and problems.
Key Responsibilities:- Coach and mentor junior support engineers to enhance their skills and knowledge.
- Manage service availability and adherence to SLA standards, maintaining a 24/7 service delivery.
- Establish and implement ITIL standards in service delivery practices, promoting efficiency and effectiveness.
- Develop and mature phone/ticket/email escalation processes for prompt issue resolution.
- Lead IT projects, ensuring timely completion and quality results.
- Maintain accurate records and reports, adhering to organizational, ISO, HIPAA, and HITRUST compliances.
- Drive customer satisfaction through effective communication and problem-solving.
- Develop and maintain the Technical Support knowledge base, ensuring up-to-date information.
- Recruit, select, orient, and train employees, providing personal growth opportunities.
About Our Organization:
We are a leading healthcare company providing innovative solutions for risk adjustment and quality improvement.
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