INFORMATION SERVICES CUSTOMER SERVICE MANAGER

Information Services Customer Service Manager

Job Category : Information Services Requisition Number : INFOR003551 Showing 1 location Job Details

Description

IS Customer Service Manager

Valley Hope is in search of an experience Information Services professional to join our team as the IS Customer Service Manager.

This position can be located in Norton, KS, Overland Park, KS, or Denver, CO.

Per CMS Interim Rule, all Valley Hope employees must be vaccinated against COVID-19 or receive an approved medical / religious exemption.

WHY JOIN VALLEY HOPE :

For over 50 years, Valley Hope has specialized in providing addiction treatment and recovery services to those in need. We meet our clients where they are with love, compassion and respect, and guide them towards a journey of Recovery.

This is the Valley Hope Way!

JOB SUMMARY

• Leads the IS Technical Support team to meet and maintain a high-satisfaction user experience by delivering excellent technical support, efficient computing systems, software, and netw ork services in a high availability secure environment for the Organizations end-users, patients, and partners .
• Supervises the IS Technical Support team including hiring, training, and provides routine performance feedback, ongoing leadership, and mentoring in support of staff development.
• Coordinate efforts and projects with other members of the IS Department, supporting organizational departments, end users, and external partners to meet the needs of the customer s, patients, security, regulatory bodies, and best practices.
• Develops and enforces IS Tech Support protocols, practices, and processes; including SLA in which prioritizes work orders effectively and ensures quality, timely resolutions based on severity.
• Assists departmental management keeping within budget for hardware and software purchases.
• Supports a variety of users with divergent needs and skill levels; translate user needs into viable solutions.
• Maintains audit of work activities and documents recurring, difficult or complex problems; identifies trends, develop solutions and knowledge base resources.
• Informs Director of IS of critical issues, provides reports on time, recommends best practices, and opportunities for technical improvements.
• Participates in security audits and enforce established system policies and data safeguards to meet regulatory requirements.
• Researches, perform feasibility studies and analysis, and facilitates most effective solutions to meet end-user needs.
• Leads and actively participates in all assigned staff meetings, staff development, and training as required.

EDUCATION & EXPERIENCE

Required* :

• Assoc iates degree in computer science, information system management, information technology, or related fields.
• Three (3) plus years of work experience in computer?systems related discipline or equivalent professional / academic training (with related certification program).
• One (1) plus years of leadership experience.
• Prior work in customer service / customer satisfaction services.
• Advance understanding of information technology systems including end?user computing devices, software, applications, and network systems.

Preferred* :

• Bachelor s degree in computer science, information system management, information system management, or other related fields.
• Five (5) plus years of work experience in computer?systems related discipline.
• Three (3) plus years of supervisory / management experience.
• Desired certifications :

o CompTIA A+

o CompTIA IT Fundamentals

SKILLS & ABILITIES :

• Strong leadership skills with the ability create an environment of trust and mutual respect and the ability to clearly define expectations and communicate effectively.
• Ability to work working well under pressure and meeting tight deadlines, including the ability to handle problems / emergencies and make effective decisions.
• Strong oral and written communication skills with the ability to articulate technical issues to non?technical management in a way that is understandable.
• Demonstrated ability to work with and maintain sensitive and confidential information.
• Responsive and flexible; ability to adapt to changes in the work environment and modify approaches or methods to best fit the situation.
• Ability to prioritize competing demands and effectively manage multiple tasks and / or projects while being responsive and flexible.
• Ability to think critically, to evaluate, and to solve complex technical problems.
• Self?directed and motivated to accomplish tasks, meet objectives and committed timelines.
• Ability to provide input to requirements analysis and identifies technology to provide product / process stability or improvement.
• Attention to detail, creativity and latitude
• Stays current with technology, industry trends, and shares knowledge with the team.
• Proficient in MS Office applications, including Outlook, Word, Excel, Teams, etc.

WORK ENVIRONMENT :

• Office setting with traditional hours; must be available after hours for on?call techn ical support and system / networking emergencies.
• Sitting for extended periods of time.
• Must be able to work at a rapid pace for long periods of time.
• Able to lift and carry at least 30 pounds
• Able to push, pull, pull up, bend at the knees and waist, twist body at the waist, raise and hold arms overhead, turn head?

neck?shoulders as needed, grasp other items with hands, for either extended periods of time or many times throughout the workday.

Must be able to travel estimated at 5?15% of the time.

Skills

Education

Experience