Service Center Manager - NHS Human Services - Blue Bell, PA

Bachelor’s degree in Computer Science or other relevant subject is required. Equivalent work experience and/or training may be considered in lieu of a degree. At least 5 years of managing service desk operations required. Formal management, customer service and technical training may be required. Possess strong interpersonal skills. A balance of technical and management experience including a complete understanding of computers and network operations in a business environment. Interpersonal/human relations skills Demonstrated leadership and supervisory skills Organizational and analytical skills Ability to maintain confidentiality. Ability to manage multiple tasks simultaneously. Ability to remain calm and focused in stressful situations Excellent customer service skills. Basic project management skills. Ability to identify and evaluate problems to determine root causes. Ability to maintain effective communication (verbal and written) and working relationship with co-workers, managers, and other departments. Ability to establish and maintain effective, professional and harmonious relationships. Problem solving, troubleshooting, and analytical skills. Critical thinking skills and experience making decisions in a fast paced, dynamic work environment. Experience in technical support skills including installing, configuring, networking, and troubleshooting Desktop Operating systems and Microsoft Office applications. Skill in utilizing customer service techniques in responding to inquiries and complaints and experience building high levels of customer satisfaction. Strong understanding of company related best practices, policies, and procedures. Knowledge of Help Desk ticketing system. Strong organizational, interpersonal, conflict management skills. Detailed, results, and process oriented. Skill in prioritizing, assigning, reviewing and evaluating work. Assertive and self-driven to achieve consistent performance improvement in self and employees Strong ability, desire and enjoyment in working with others, both employees and customers, with a cooperative, professional and friendly attitude. Demonstrated performance promoting standards of ethical and professional conduct. Job Description: This IT Service Center Supervisor position manages day to day operations of service desk for the IT Support Service department. This person supervises staff and its daily activities while providing regular feedback to the service desk and upper level management. Monitors and reports on system(s) availability, key performance indicators and service level performance. Monitors and resolves escalated customer service and service desk issues. This position reports directly to the Senior Director of End User Support. This position is based in Blue Bell, Pennsylvania. General Responsibilities: Oversee a team of analysts while providing high-level support to a companywide customer base. Performs staff scheduling to ensure IT Support coverage during normal business hours and on-call support as required. Ensure the Service Center maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge. Manage, monitor and report on the services and service levels required to support and deliver an exceptional Help Desk environment. Track customer response, personnel performance and adherence to established service-level targets. Provide training and support. Develop and implement process improvements. Perform periodic review and evaluation of all employees, managing necessary performance issues, training requirements, as necessary for the development of individual resources as a team Manage a performance based culture that motivates associates through continuous training, mentoring, and innovation. Develop cross-team and cross-departmental expertise necessary to effectively respond to issues Establish positive employer-employee-customer relationships and promote high levels of employee morale Acts as an escalation point for resolving the most difficult customer issues. Leads team in organizing and prioritizing projects and determining individual assignments. Train, coach and mentor and aid in developing career advancement opportunities Ensure that NHS is represented at the highest level of professionalism when communicating with clients. NHS Human Services is proud to be an equal opportunity employer M/F/D/V

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NHS exists to lend a helping hand to humans throughout the Northeast. The organization primarily offers a variety of behavioral health care…

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