MedeAnalytics is seeking a Manager, Global Service Desk to be a key member of the Technical Operations Customer Care team. This role will be responsible for managing and developing a support team for users of MedeAnalytics solutions and in coordinating the Incident Response process. Primary responsibility is to ensure the customer support experience is positive, productive, and efficient. To this end, the Manager will be responsible for regular KPI reporting on the performance of the Service Desk. This critical role reports to the SVP of Customer Care at MedeAnalytics.

Essential Duties and Responsibilities:

• Oversee the identification, prioritization, and effective resolution of all client technical support requests, leveraging US and global support teams. Be able to determine when to engage a wider team for review and resolution.
• Take ownership and manage major incidents from identification to service restoration and closure which includes establishing effective communication between internal / client stakeholders. Drive the root cause analysis and produce RCA documentation.
• Develop, implement, and manage Key Performance Indicators in order to monitor and improve the client and Mede team experience and engagement. Provide reporting to management on performance of the Service Desk.
• Identify opportunities for automation of processes and lead improvement activities wherever necessary to increase effective support service outcomes.
• Provide team management, including staff recruitment, performance assessment, training, and mentoring to a high level of employee engagement.
• Provide oversight of third-party global support vendors.
• Manage the internal Service Desk ticketing system, analyzing data to identify issue trends and root causes.
• Track ticket resolution times, ensuring proper status updates and correct documenting protocol is followed.
• Provide afterhours availability as needed for critical support escalations.

Essential Education, Experience and Interests:

• 5+ years of experience in IT help desk management, service delivery or related role. Preference for experience working with SaaS solutions and/or in the healthcare industry.
• Experience of working in, across and managing teams in a global environment and coordinating with and helping to manage third-party vendors.
• Robust oral and written communication skills, with the ability to communicate via phone, chat, and email, both internally and with clients.
• Ability to articulate complex scenarios, simplifying them as needed.
• Firm understanding of operating systems, Microsoft Office products, and ticketing systems, such as JIRA and JIRA Service Desk.
• Experience developing and/or managing in a metrics-based management system.
• College degree in database systems, computer science, information technology, or related field required, or commensurate experience.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.