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 ResponsibilitiesDirects the efforts of others in the achievement of the strategic and operational objectives of the groupResponsible for achieving target customer satisfaction levels within the Clinical Service DeskResolves 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 representativesDevelops plans and objectives and participates in cross-functional initiatives to improve operational performance for the Clinical Service DeskCollaborates with customers and internal teams to resolve application and customer satisfaction issuesRecruits, develops, and evaluates personnel to ensure the efficient operation of the functionSupervises, mentors, and coaches team members for the sake of development/planning, performance review, goal achievement, and pay discussionsResolves 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 releasedCoordinates staffing to ensure sufficient coverage to meet Service Level AgreementsGathers and reports operational metrics and performance data for continued evaluationPromotes and refines standard operating procedures to be current with the needs of the Clinical Service DeskEnsures SLAs are being met on all accountsRequirementsBachelor's Degree or work experience equivalent3+ years minimum in a leadership role, ideally in clinical application support3+ years minimum in a call center environmentProven mentor and coachDemonstrated success managing priorities and meeting deadlines and achieving or surpassing goals in fast paced, dynamic environmentDemonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with clinicians and colleaguesPreferencesPrevious experience working in a clinical environment --or-- on a service desk supporting healthcare customersExperience in EMR system integration with other clinical systems, ideally: Epic, CernerProficiency in Microsoft Office, specifically: Word, Excel#LI-LATAMJob Segment: Cloud, Help Desk, Information Technology, Manager, Consulting, Technology, ManagementAbout NTT DATA ServicesNTT 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.
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Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis.
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📌 Clinical Service Desk Manager (Jalisco)
🏢 Ntt Data
📍 Jalisco