NTT DATA, Inc. currently seeks a Clinical Help Desk Supervisor to join our team in Guadalajara (Hybrid / Remote).

Job Description:

The Clinical Service Desk Supervisor brings knowledge of clinical and technical solutions and clinical workflows in various healthcare environments to provide service excellence to the clinician end users. The Clinical Service Desk Supervisor reports to the Clinical Service Desk Delivery Director.

Job Responsibilities Include:

- Lead and direct the team to achieve the group's strategic and operational objectives.
- Achieve target customer satisfaction levels within the Clinical Service Desk.
- Resolve and escalate application and customer satisfaction issues to maintain a quality support environment.
- Apply analytics to identify new or recurring operational, productivity, and customer satisfaction problems.
- Collaborate with other service areas to propose tool, process, and service improvements, and document proposed changes for discussion with customer representatives as requested.
- Develop plans and objectives and take part in cross-functional initiatives to improve operational performance.
- Work with customers and internal teams to resolve application and customer satisfaction issues.
- Recruit, develop, and evaluate personnel to ensure efficient operation of the function.
- Supervise, mentor, and coach team members on development planning, performance reviews, goal achievement, and compensation discussions.
- Resolve client escalations where appropriate.
- Lead a team that assists users by phone and electronically with EMR, hardware, software, network, and peripheral issues.




- Ensure representatives are properly trained when legacy products are upgraded and new products are released.
- Coordinate staffing to ensure sufficient coverage to meet Service Level Agreements (SLAs).
- Gather and report operational metrics and performance data for ongoing evaluation.
- Promote and refine standard operating procedures to keep them current with the needs of the Clinical Service Desk.
- Ensure SLAs are met on all accounts.

Requirements:

- Bachelor's degree or equivalent work experience.
- 3+ years in a leadership role, ideally in clinical application support.
- 3+ years in a call center environment.
- People management experience preferred.
- Proven mentor and coach.
- Demonstrated success managing priorities, meeting deadlines, and achieving or surpassing goals in a fast-paced, dynamic environment.
- Track record of service excellence and strong written and verbal communication skills with clinicians and colleagues.
- Adaptable schedule; may include weekends.
- Availability for occasional travel.
- Advanced English level.

Preferred Skills:

- Previous experience in a clinical environment or on a service desk supporting healthcare customers.
- Experience in EMR system integration with other clinical systems, ideally Epic or Cerner.
- Proficiency in Microsoft Office, especially Word and Excel.

We Offer:

- Competitive Salary
- Grocery Tickets - 12% of base salary
- 30 days of Christmas bonus
- 12 days of vacations
- 50% Vacation bonus
- Savings Funds - 13% of base salary
- 5 personal days per year
- Medical insurance (You and your family)
- Life insurance
- Dental Insurance
- Discounts with selected Optics
- Opportunity to grow in the company

📌 Clinical Service Desk Supervisor (Guadalajara)
🏢 Importante Empresa Del Sector
📍 Guadalajara