• Regional Support Manager

    Location AU-Sydney
  • Overview

    This Regional Support Manager is responsible for ensuring an outstanding level of customer service by managing Support staff and working cohesively with peers from other departments.  Responsible for proactive planning, support, and organization of the regional team in accordance with both global and regional requirements. 

    Responsibilities

    • Supervise Support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
    • Gather and analyze metrics to benchmark workload/performance and identify trends in Service Desk related issues.
    • Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customers’ satisfaction.
    • Train Service Desk staff on operational procedures and troubleshooting techniques.
    • Provide deep functional and technical application expertise to our clients and other internal departments.
    • Work with end-users and partners/providers to minimize impact of service interruptions.
    • Ensure proper resolution of any issues as established in the SLA.
    • Manage “on-call” support outside of regular business hours as needed.
    • Complete special projects as requested.
    • Identify repeated issues and partner with regional and core Product and Development teams to progressively improve the product.
    • Collaborate with development teams to work through connectivity applications interdependencies.
    • Ensure effective flow of communication among management, and staff both within the customer and internally, including proper escalation of issues to various departments and/or management both regionally and globally.
    • Institute operational best practices for all aspects of the Support service.
    • Work with product and development teams to continually refine and improve the end-user experience.
    • Ensure proper follow-up and documentation in response to all incidents and changes reported.
    • Other duties as may be assigned by the department Director.

    Qualifications

    • Expereince in TrakCare is essential
    • Bachelor’s degree in Healthcare, Computer Science or a related field
    • Extensive expereince in an Information Technology Support area
    • Previous experience supporting multiple applications, preferably in Healthcare
    • Proven leadership ability
    • Experience providing support from both service and development perspectives
    • Knowledge of software development & support methodologies i.e. ITIL

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