Main Tasks and Responsibilities
> Lead a team that embodies quality and commitment to service.
> Manage customer expectations with the highest quality of service.
> Achieve global customer satisfaction and productivity metrics.
> Enhance and maintain customer support best practices and processes.
> Drive team to meet and exceed SLA objectives.
> Manage the development of the technical services team.
> Mentor/coach direct reports.
> Improve usage of support resources and increase productivity of the team.
> Create, review and act upon staff performance metrics.
> Ensure accuracy of internal or client facing reports (metrics, KPIs, SLA attainment).
Education and Experience
> 5 years of experience in technical management or in a related area, or suitable combination of education and relevant experience.
> Experience in ITIL and ITSM methodology.
> Demonstrated ability to motivate, support and manage multiple technical resources.
> Intermediate understanding of Windows environments and other common information technology concepts.
> Competencies in MS Office, other ticketing tools and common communications tools.
> Excellent communication and interpersonal skills.
> Eloquent writing style and the ability to communicate effectively with our most important players.
> Patience, empathy, and the ability to understand customer needs and to provide solutions.
> Desire to work in a fast-
> Strong interest in the healthcare IT.
> Fluently bilingual French & English required.