Sign upLog in

Team Leader Client Services Field Svcs

Boston Medical Center

Boston, MA

Apply
JOB DETAILS
SKILLS
Cisco Network Hardware, Citrix Product Family, Clinical Information Systems, Communication Skills, Computer Science, Consulting, Customer Relations, Customer Service Evaluation, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Data Entry, Dell Hardware, Desktop PC, Develop Methodologies, English Language, Establish Priorities, Ethernet, Healthcare, Hewlett-Packard Product Family, IPX, Identify Issues, Incident Response, Interpersonal Skills, Laptop PC, Local Area Network (LAN), Mentoring, Microsoft Active Directory, Microsoft Office, Microsoft Outlook, Microsoft Product Family, Microsoft Windows Operating System, Mobile Technology, Multitasking, ODBC (Open Database Connectivity), On Site Support, Oracle Database, Peripheral Hardware, Printers, Problem Solving Skills, Process Development, Project/Program Management, Resolve Customer Issues, Resource Management, Service Level Agreement (SLA), ServiceNow, Standards Development, System Center Configuration Manager (SCCM), TCP/IP (Transmission Control Protocol/Internet Protocol), Tablet PC, Team Lead/Manager, Technical Support, Telephone Skills, Trouble Tickets, VPN (Virtual Private Network)
LOCATION
Boston, MA
POSTED
30+ days ago
POSITION SUMMARY:

Provides supervision and team leadership to all "Level 2" Field Services Client Service Analysts including training and mentoring. Develops an environment where expert support can be efficiently and effectively provided to end-users, employing a high degree of customer service, technical expertise, and timeliness. Uses and develops various techniques for resolving problems; escalates trouble tickets as necessary to "Level 3" staff. Has frequent interactions with customers; therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to solve problems. Follows through on resolution with users. Consults and assists in building solution-based tool sets to identify, diagnose, and resolve customer problems. Assists in developing standards, process, procedures, policy, workflows, and service level agreements. Tracks current/open calls and call ticket history; enters solution data into solution base; and, supervises and dispatches calls. Will act as a project manager from time to time & also potentially oversee other Client Services staff, so the ability to multi-task, prioritize assignments, project management & day to day operations is essential to the success of this candidate.

Position: Team Leader Client Services Field Svcs

Department: Service Desk

Schedule: Full Time

JOB REQUIREMENTS

EDUCATION:

Bachelor's degree in Computer Science, Engineering, or related discipline (or equivalent combination of formal education and related experience) plus at least 3 years experience in enterprise IT support.

KNOWLEDGE AND SKILLS:
  • Exceptional customer service and interpersonal skills.
  • Thorough Service Now understanding of ticketing workflow, prioritization matrix, SLA enforcement & incident response.
  • Demonstrated problem-solving skills preferably in a healthcare environment Solid project and resource management skills and experience with problem management in multiple locations, including remote locations
  • Excellent English communication skills with the ability to communicate effectively in technical and non-technical terms
  • Ability to establish user trust and confidence in the group's knowledge of and concern for users' business and clinical needs
  • Broad range of network and desktop knowledge is highly desirable, including experience in: Desktop: Windows 10, MacBooks, Microsoft Office 2016-2019, Outlook Mail, Defender and Microsoft Edge Hardware: Dell OptiPlex desktops, laptops, HP printers, peripherals & tablets Protocols: TCP/IP, IPX, , Ethernet Technologies: Citrix, SMS/SCCM, SQL, Oracle, ODBC, VPN, Cisco hardware, security, 100+ major clinical IT applications. Demonstrated knowledge of current & future PC, mobile & tablet computing technology Familiarity with Windows Active Directory, LAN environments, enterprise network technologies like DHCP, DNS, GPO. Aruba ClearPass and SolarWinds a plus.

Req id: 31259

About the Company

B

Boston Medical Center