IT Manager

Key Responsibilities:

1. Define Company Procedures:Own and manage support and incident management procedures, ensuring alignment with industry standards like ITIL.
   
2. Onboard Customers:Oversee the entire customer onboarding journey, including education, training, technical setup, and invoicing.
   Provide exceptional support during the post-Go Live phase to ensure a high-quality customer experience.
   Collaborate with the sales team to continually refine and improve the onboarding process to maximize customer satisfaction.
   
3. Operate the Support Desk:Implement and manage a 24/7 global support desk to address and resolve client issues.
   Troubleshoot application issues and coordinate with third-party solution developers and hosting providers to resolve problems.
   Gather client feedback on platform usage and potential issues, providing insights to the development team.
   Allocate team shifts to meet Service Level Agreements (SLAs).
   Collaborate with product teams to review upcoming changes and assess their impact on customers.
   
4. Own SLAs & Customer Satisfaction:Track and measure support SLAs and customer satisfaction.
   Drive organizational change to achieve defined goals.
   

Job Requirements:

1. Experience:At least 3 years in technology/software service management, including team management.
   Proven experience in technical support and incident management, with certifications (e.g., ITIL) being a plus.
   
2. Technical Skills:Proficiency in Java, Sprint, React, Azure, and SQL Server.
   Programming experience is preferred.
   
3. Personal Qualities:Strong problem-solving skills and excellent customer service abilities.
   Ownership of processes and team management to meet SLAs.
   Strong written and verbal communication skills.
   Ability to thrive in a fast-changing environment.
   
4. Preferred Qualifications:Knowledge of healthcare operations.