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Job Summary
Leads the members of the PPOC Service Desk team in providing customer service and support to 2500+ users across 80 primary care pediatric practices in 100 locations across the Commonwealth of Massachusetts. End users would contact the Service Desk to request assistance with their hardware (desktops, laptops, printers, peripheral devices), their local area and wireless network, and PPOC supported applications including Epic, Office 365, and other ancillary tools and technologies (e.g. Onelogin, Wisetail, etc.). Knowledge of or experience using Jira and Jira Service Desk is essential, as that is the primary tool for tracking end user request for Service Desk support, enhancement requests, etc.

This Manager of Customer Service and Support will be responsible for:

• Incumbent will lead the activities and development of the PPOC Service Desk. Facilitates the timely resolution of all computer and software questions, problems, and requests from end users.
• Manages department, including hire/fire, job definition, goal setting, performance reviews and employee communication. Maintains proper staffing levels through regular review of call/ticket volume.
• Implements training programs to expand staff skill sets and job performance. Ensures that staff receives up-to-date training in supported hardware and software.
• Identifies opportunities for process improvements and increasing customer satisfaction. Ensures the effective operations of the Service Desk and the Jira ticket triage, assignment, resolution, and escalation process.
• Resolves complex problems escalated by the Service Desk staff and provides assistance to end users who require additional support in resolving service related issues.
• Monitors performance against PPOC Service Level Agreements (SLA). Provides monthly performance and status reports and offers assessments of PPOC IT effectiveness and areas for improvement.
• Interacts closely with Applications, Training, Technical Services, Information Services, and senior management to provide a consistent Customer Service process and experience. Functions as a liaison to other teams at Boston Children's Hospital (BCH), including BCH IT staff.
• Reports on Customer Service activities as requested by management and publishes monthly performance reports. Functions as one of the primary liaisons between PPOC IT and the end user community on matters including but not limited to: account creation and management, problem tracking and analysis, and information technology support.

In order to qualify, you must have:

• Knowledge of theories, principles, and concepts typically acquired through completion of a Bachelor's degree in Computer Science or a closely related field and three to four years' experience.
• Analytical skills to resolve problems that require the use of basic scientific, mathematical, or technical principles.
• Communication skills to deal with conflicting views or issues effectively and to mediate fair solutions; also requires well-developed writing skills.

Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.

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