Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.
The MS Sr Service Delivery Manager plays a vital role in overseeing and managing the daily operations of the IT help desktop team. This individual is responsible for ensuring the efficient resolution of technical issues, providing excellent customer service, and maintaining a high level of client satisfaction. This position will be deeply involved in team development and the application of our Best Practices. Will need to be available to provide secondary on-call support.
Academic and Professional Qualifications:
Bachelor’s degree is preferred but not required.
At least four to six years of experience required in related field.
ITIL or other relevant certifications preferred but not required
Experience:
Proven experience in managing an IT help desk team.
Strong technical knowledge, understanding of IT systems and networks.
Excellent leadership, interpersonal, and communication skills.
Responsibilities:
Team Leadership and Management:
Lead, mentor, and manage the dedicated desktop technician team.
Mentor a positive and collaborative team environment.
Ensure proper staffing levels and set team schedules to fulfill client needs.
Promote a client first culture within the IT Help desk team.
Monitor and evaluate customer satisfaction through surveys and feedback.
Provide ongoing training to the help desk staff on their technical skills and customer service.
Support the professional development of team members through certifications and training programs
Oversee timely and effective resolution of technical issues.
Escalate complex problems to appropriate support teams for resolution.
Analyze trends in reported issues to identify and address common problems
Ensure & enforce best practices.
Coordinate with other IT teams to ensure the fastest and most efficient resolution to critical problems.
Develop and maintain comprehensive knowledge base to assist in incident resolution
Manage resources effectively to ensure optimal performance and efficiency.
Collaborate with procurement to acquire necessary hardware and software resources.
Altera is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.
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