General Description of the Job Class
This position reports to the Sr. Manager of DHTS Customer Service Center and will be primarily responsible for the leadership of DHTS Device Support personnel at (insert location). The Manager provides communication and direction in the support and maintenance of the CSC functions and maintains liaison with DHTS management and customer representatives.
The Device Support Team has the day-to-day responsibilities for configuring, implementing, and supporting approximately (number of devices) and (insert number) customers based upon the Geographical Support Model. This group also provides technical support and consultative/implementation services to all Duke Health Enterprise (DHE) departmental workstations and peripherals.
Duties and Responsibilities of this Level
• Manage projects and tasks for a team of analysts in support of the above role
• Provide technical and strategic leadership to the team
• Work with the management team to develop a strategic vision
• Manage the integrity of the Asset Records
• Manage daily huddles for each shift, reporting any issues to next-level for support
• Manage the day-to-day staff activities and assignments
• Manage career development of team
• Support any go-lives or project initiatives that require after-hours support
• Monitor staff project progress and report status and metrics
• Evaluate requests for service and prioritize and assign resources in order to maximize customer satisfaction
• Assist in all personnel management functions, including hiring, firing, and personnel evaluations and performance reviews, including disciplinary action when required
• Ability to travel to the different entities for one-on-one coaching/leadership
• Perform other related duties incidental to the work described herein
• Provide Analyst Support when gaps in coverage
• Manage any MIPs, planned downtimes from a Service Desk/Device Support perspective and report out accordingly.
• Work requires on-site presence for entirety of shift
Required Qualifications at this Level
Education: Bachelor's degree in a related field, or four years of equivalent technical experience required
Experience: Minimum of 2 years of leadership experience in a customer service IT-related field; preferred healthcare experience
Degrees, Licensure, and/or Certification:
Preferred: ITIL Foundations
Six Sigma Yellow/Green Belt
Project Management experience
Competencies:
Excellent verbal and written communication skills
Exemplary customer service skills
Proven experience leading teams/projects
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
