Clinical Service Desk Lead for EMR & IT Support

NTT DATA, Inc.; Región Centro; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

NTT DATA Services seeks a seasoned leader for the Clinical Service Desk to direct a team, drive customer satisfaction, and govern incident resolution across EMR, hardware, software, and networks. The role emphasizes coaching, performance reviews, and cross-functional collaboration to deliver reliable support in a fast-paced healthcare environment.

The ideal candidate has 3+ years in leadership and call center roles, strong communication with clinicians, and a track record of service excellence.

Formación

• Bachelor's Degree or equivalent experience.
• 3+ years 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 in a fast paced, dynamic environment.
• Demonstrated track record of service excellence and superior communication with clinicians and colleagues.

Responsabilidades

• Directs the efforts of others in achieving 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.
• Collaborates with other service areas to propose tool, process, and service improvements.
• 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 issues.
• Recruits, develops, and evaluates personnel to ensure efficient operation of the function.
• Supervises, mentors, and coaches team members for development, performance review, and pay discussions.
• Resolves client escalations where appropriate.
• Leads a team assisting users over the phone and electronically in solving EMR, hardware, software, networks and peripherals issues.
• Ensures representatives are properly trained when legacy products are upgraded and new products are released.
• Coordinates staffing to ensure sufficient coverage to meet SLAs.
• Gathers and reports operational metrics for evaluation.
• Promotes and refines standard operating procedures to meet service needs.
• Ensures SLAs are met on all accounts.

Conocimientos

Leadership

Mentoring

Communication

Deadline driven

Educación

Bachelor's degree or work experience equivalent

Descripción del empleo

NTT DATA Services seeks a seasoned leader for the Clinical Service Desk to direct a team, drive customer satisfaction, and govern incident resolution across EMR, hardware, software, and networks. The role emphasizes coaching, performance reviews, and cross-functional collaboration to deliver reliable support in a fast-paced healthcare environment.

The ideal candidate has 3+ years in leadership and call center roles, strong communication with clinicians, and a track record of service excellence.