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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 bein

📌 Clinical Service Desk Manager (Guerrero)
🏢 Ntt Data
📍 Guerrero