NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, Role Responsibilities - Directs the efforts of others in the achievement of the strategic and operational objectives of the group - Responsible for achieving target customer satisfaction levels within the Clinical Service Desk - Resolves and directs application and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction Applies analytics to identify new or recurring operational, productivity, and/or customer satisfaction problems.

- Collaborates with other service areas to propose tool, process, and service improvements.
- As requested, documents proposed changes for discussion with customer representatives - Develops plans and objectives and participates in cross-functional initiatives to improve operational performance for the Clinical Service Desk - Collaborates with customers and internal teams to resolve application and customer satisfaction issues - Recruits, develops, and evaluates personnel to ensure the efficient operation of the function - Supervises, mentors, and coaches team members for the sake of development/planning, performance review, goal achievement, and pay discussions - Resolves client escalations where appropriate.
- Leads a team responsible for assisting users over the phone and electronically in solving problems related to EMR, hardware, software, networks and peripherals.
- Ensures representatives are properly trained when legacy products are upgraded,



and new products are released - Coordinates staffing to ensure sufficient coverage to meet Service Level Agreements - Gathers and reports operational metrics and performance data for continued evaluation - Promotes and refines standard operating procedures to be current with the needs of the Clinical Service Desk - Ensures SLAs are being met on all accounts Requirements - Bachelor's Degree or work experience equivalent - 3+ years minimum in a leadership role, ideally in clinical application support - 3+ years minimum in a call center environment - Proven mentor and coach - Demonstrated success managing priorities and meeting deadlines and achieving or surpassing goals in fast paced, dynamic environment - Demonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with clinicians and colleagues Preferences - Previous experience working in a clinical environment --or-- on a service desk supporting healthcare customers - Experience in EMR system integration with other clinical systems, ideally: Epic, Cerner - Proficiency in Microsoft Office, specifically: Word, Excel Job Segment: Cloud, Help Desk, Information Technology, Manager, Consulting, Technology, Management About NTT DATA Services NTT DATA Services is a general business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100. NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email [email protected] for assistance.

📌 Clinical Service Desk Manager (Puerto Vallarta)
🏢 Ntt Data
📍 Puerto Vallarta