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Director of Support Services

San Diego, CA, USA Req #874
Monday, January 13, 2020
Borrego Health provides high quality, comprehensive, compassionate primary health care to the people in our communities, regardless of their ability to pay. We serve these communities and adjoining regions with respect, dignity and cultural sensitivity as a medical home and safety net for essential health care and social services. Borrego Health is a non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and a Federal Tort Claims Act Deemed (FTCA) facility.

Borrego Health is now the second largest health center in the country and the largest health center in the State of California! Join our team and make a difference today!  

Summary:

The Director of Support Services is responsible for developing and maintaining a highly effective end-user support and service program, which includes a full-service helpdesk. Components include performance standards and measurement, issue tracking and evaluation and follow up to ensure user satisfaction. Develops and implements priority response measurements. Ensures the quality, security, and integrity of user profile information and provides consistency in content, look and feel. The Director establishes standards, processes, and policies for the Technical Support Services program and performs annual performance evaluations and career planning for direct reports.


Essential Duties and Responsibilities:
 

A primary area of responsibility for this position includes but not limited to the direct supervision of personnel in Help Desk operation areas and to ensure professional delivery of information services customer support in timely manner or acceptable turnaround time.
 

·Direct, manage, and maintain Helpdesk Operations

·Ensure customer service is timely and accurate on a daily basis

·Establish, monitor, and revise as needed support service delivery SLAs

·Recruit, train, and support helpdesk representatives

·Document specific customer service standards and standard operating procedures

·Contribute to improving customer support by actively responding to queries and handling complaints

·Establish best practices through the entire support process for all groups using the helpdesk system

·Follow up with customers to identify areas of improvement

·Develop daily, weekly, and monthly reports on helpdesk team’s productivity

·Provide customer feedback to the appropriate internal teams

·Collaborate with other department directors, company executives and key stakeholders to coordinate and align objectives and ensure end user support delivery meets the requirements of the users

·Develop training and informative documents regarding the use of end user IT hardware and software

·Collaborate with other department directors and management to establish and maintain a Support Services dispatching methodology

·Establish and maintain a Support Services phone support hotline during business hours (to include urgent care and weekend business hours)

·Maintain user account records and ensure consistent and timely updates align with new hire, transfer, and termination timelines

·Continuously develop new ways to provide more effective and efficient world-class support

·Continuously improving and evolving Help Desk Support processes

·Assist team with high request volume, as needed


Shared Responsibilities
 

·Responsible for ordering end user and clinical IT equipment in an efficient and cost-effective manner

·Collaborate with interdepartmental groups and other IT Directors to develop and test (annually) a disaster recovery plan

·Establish performance management and professional development as a priority and ensure that managers and staff are working together on development goals

·Other related duties and tasks as assigned.
 

Qualifications:
Minimum Requirements: 
 
 

· Minimum of 5 years managing 4 or more employees in a helpdesk environment

·Minimum of 10 years working in medium to large IT environments supporting Microsoft operating systems and end user desktops 

·Strong customer service commitment

·Planning and organizational skills; verbal and written communications.

·Excellent design and presentation of service delivery performance reports

·Some SQL query or equivalent data analytics ability

·Familiar with ITIL guidelines and implementation

·Proficient in prioritizing, organizing, and delegating assignments

·Familiar with networking topologies and technologies

·Advanced knowledge of Windows networking and operating systems

·Advanced knowledge of Microsoft Office desktop applications and Office 365



Additional Information

You may also mail or fax your application and resume to the following address and telephone number:

Borrego Health
PO Box 2369
Borrego Springs, CA 92004
Fax: 858-634-6903
 
Borrego Community Health Foundation is an Equal Opportunity Employer. We encourage applications from all individuals regardless of race, religion, color, sex, pregnancy, national origin, sexual orientation, gender identity, gender expression, ancestry, age, marital status, physical or mental disability or any other protected class, political affiliation or belief.

Other details

  • Pay Type Salary
  • Required Education Associate Degree
  • San Diego, CA, USA