Manager, Technical Support

Designation : Manager - Technical Support

Location : Ahmedabad [Work From Office]

Shift : Rotational Shift

Role & Responsibilities :

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.
• Train, coach and mentor L1 / L2 Technical Support Engineers.
• Manage 24X5 / 7 service availability and SLA adherence.
• Establish and implement ITIL standards in service delivery practices.
• Act as escalation point for all requests and incidents. Develop and mature phone / ticket / email escalation processes to ensure free flowing escalation and information within the organization.
• Lead IT and Support Helpdesk project for on-time and quality closer.
• Maintain IT service desk policies, procedure documentation, records and reports in compliance with organization, ISO, HIPPA and HITRUST compliances requirements.
• IT Asset Management.
• Vendor management for procurement, repair and maintenance
• Foster positive end-user, cross function relationships and drive customer satisfaction.
• Develop and maintain Technical Support knowledge base.
• Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.
• Develop employees within their roles via coaching, counseling, and disciplining employees.
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
• Conduct annual performance evaluations for all direct reports
• Manage process for communicating outage / emergency activities to the organization.
• Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement.
• Review survey feedback to improve services, tools and support experience.

Preferred candidate profile :

About Advantmed :

Founded in 2005 and based in California, Advantmed LLC is a healthcare information management company that provides healthcare organizations with the solutions they need to elevate their financial and clinical performance. Our transparent, innovative risk adjustment and quality improvement solutions drive better outcomes.