Classification: Direct Hire

Contract Length: N/A

Position Summary

The Manager Application Support Services provides operational and managerial leadership in executing organizational goals and priorities to manage current and future support services for CereCore clients. The individual is a subject matter expert in their field.

Primary responsibilities include serving as a support services leader in CereCore L1 Client Support, managing the support services team, and coordinating consistent Level 1 Support of workstations, networks, and applications within the CereCore client base. This individual also assists in resolving highly complex issues regarding the CereCore client base applications, and coordinates client-wide support services.

The Manager of Client Support requires subject matter knowledge across multiple applications. This position must stay abreast of latest application developments to ensure service levels proactively meet or exceed client’s requirements and service level agreements with key stakeholders and vendors.

This position requires strong people management skills, personal drive, and the ability to see strategy through to execution in a matrix reporting environment. Strong written, verbal, and presentation skills are required.

Key Interactions – Leadership, Clients, Staff, Vendors, Partners

Responsibilities?

• Manage all facets of the service experience for issues escalated to CereCore L1 team
• Co-manages L1 operations for 40-50 analysts and manages 8-12 direct reports who are responsible for providing Level 1 Support Services for applications and systems.
• Coordination of internal and external fix agent efforts for all Level I, Level II, and Level III incidents
• Management of analyst productivity, staffing levels and skill set mix
• Management of all ITG communications related to enhancements, issues / defects and planned outages
• Management of on-going compliance with published service levels
• Direct management of critical enterprise incidents and executive escalations
• Provide education and guidance for clients with custom IT service needs
• Meets with internal and external client leadership teams, as needed, to align strategy, services, and delivery activities.
• Responsible for personnel management, performance reviews, competency development, and coaching of staff.
• Builds and maintains relationships with business operations, CereCore lead, ITG, Industry groups, ITG, and vendors.
• Organizes, plans, assigns, and monitors completion of support services and measures based on delivery and financial success.
• Participates in the development of client and organizational application support standards, policies, and procedures.
• Assists the director in the development of the budget and develops financial forecasts for internal stakeholders.
• Works with enterprise subject matter experts and services resources and Tier 1 support services in managing resolution of client application incidents and requests.
• Creates an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement within the area and across organizational boundaries.
• Promotes system security and patient confidentiality and helps ensure compliance.
• Adheres to Code of Conduct and Mission & Value Statement.
• Participates in special projects as needed and performs other duties as assigned. Knowledge, Skills & Abilities

Requirements

• Excellent relationship management skills
• Excellent verbal and written and communication skills
• Critical thinking and investigation skills necessary to quickly and effectively assess the impact of a given incident
• Demonstrated success leading cross-functional teams as part major incidents (crisis) management
• Demonstrated success in leading a team of professionals (including licensed clinicians, certified technicians and /or tenured healthcare business professional)
• Demonstrated proficiency in client facing communication and problem solving skills and ability to manage multiple projects.
• Solid understanding of appropriate clinical workflows, commercially available technology, relational database concepts, and package system implementations
• Mature understanding of application support service processes and workflow.
• Demonstrated customer orientation and satisfaction.
• Demonstrated ability to recruit, develop, and retain staff.
• Knowledge, Skills & Abilities
• Excellent relationship management skills
• Excellent verbal and written and communication skills
• Critical thinking and investigation skills necessary to quickly and effectively assess the impact of a given incident
• Demonstrated success leading cross-functional teams as part major incidents (crisis) management
• Demonstrated success in leading a team of professionals (including licensed clinicians, certified technicians and /or tenured healthcare business professional)
• Demonstrated proficiency in client facing communication and problem solving skills and ability to manage multiple projects.
• Solid understanding of appropriate clinical workflows, commercially available technology, relational database concepts, and package system implementations
• Mature understanding of application support service processes and workflow.
• Demonstrated customer orientation and satisfaction.
• Demonstrated ability to recruit, develop, and retain staff.
• Competency in basic PC use and required tools.
• What qualifications you will need:
• College graduate preferred
• Five or more years related experience