| Job Category : | Management |
| Company Name: | Medicus IT |
| Position Name: | Voice Services Manager |
| Location : | 100 N Point Ctr E, Alpharetta, GA 30022 |
| Job Description : | Voice Services Manager Overview The Voice Service Manager will oversee and develop a team of system specialists and service desk agents and own the operational delivery of voice services for all Medicus IT geographies. This role will maximize customer satisfaction, act as a service escalation point, and proactively improve voice related support processes, all per Medicus IT policies and procedures. You will work closely with the technical Team Leads, who are responsible for the technical oversight of our clients’ systems, including monitoring and application of technical standards. This role will also work closely with other Service Managers to ensure consistent and efficient voice services across all Medicus IT clients. Job Description Role and Responsibilities Direct Service Desk tactical operations as an effective single point of technical support for voice services Align and perform all strategic initiatives in support of the Company’s purpose/objectives Maintains an in depth knowledge of Medicus IT Service and Product Catalog and applies to client needs Maintains day-to-day service desk operations; accountable for overall adherence of defined SLAs, and all key performance indicators (KPI’s) and metrics Triage / Onsite / Scheduling Ownership and oversight Verify the dispatch process of service requests to ensure full utilization of technical resources (onsite scheduling and onsite checkouts) Assist in call-overflow as needed On Call Scheduling Enters all work as activities or service tickets in ConnectWise Coordinate service activities with all other functions within the organizations and suppliers to ensure optimum utilization of staff and equipment Provides reporting of service metrics to Leadership Team. Prepares statistical and narrative reports regarding operational activities for leadership team (managed services and implementation services) Maintain awareness of all outstanding client pre- and post-delivery issues and provide status updates to clients and management as required Handles Service Escalations, works with Client Success Managers to investigate and resolve issues reported in client CSAT, escalates to VP of Service Delivery when applicable Ensures consistent client experience through creating, training, and reinforcing new and existing process / procedures Identifies at risk client relationships and works with Client Success Team to resolve ConnectWise Workflows / Tracks / Automation Manages Phone System Metrics, Manages Queue availability, adjusts resource scheduling as needed Work closely in support of Professional resources team for any shared technical resources for projects Continually seeks opportunities to increase client satisfaction and deepen client relationships Client profitability review All other duties assigned Department Leadership Lead, coach, mentor, develop, and manage assigned team members daily to improve customer service, satisfaction, manage perception, and increase overall efficiencies of operations and team members while providing tools and resources for the team to perform well: Performance reviews (periodic formal and informal) Process improvement/development plans One-on-ones Review of recorded calls Continuous coaching and constructive feedback Facilitates regular Service Desk team meetings and Service Board reviews; creates agenda and manages accountability for meeting processes Conducts daily AM Huddle meetings Manages and improves interviewing, training, and on-boarding processes of potential and new engineers, ensuring that the right talent and cultural fit of new team members is achieved Manages PTO / Call Outs Reviews IT and Business Publications to remain up to date with emerging technologies, active in professional associations Collaborates within Service Management team to drive process improvement initiatives that consolidate and drive efficiency Qualifications and Education Requirements A Bachelor’s Degree in Business or a Computer Related field, from an accredited institution OR the equivalent combinations of experience and education is required 5+ years in an IT Business related role working with IT Management Executives 5+ years working for a Managed Services Provider (ConnectWise experience preferred) 2+ years supervising staff and prioritizing daily workflows is essential Proficient in Microsoft Office Suite Alignment with Medicus IT’s core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity and Encouraging Improvement and Innovation Must be able to sit prolonged periods sitting at a desk and working on a computer. Must be able to lift 35-50 pounds at times Additional Notes Adaptable to manage a variety of personalities, provide criticism and candid feedback in tough situations, foster positive energy in the workplace Ability to handle stress well in times of heavy workload and in critical business scenarios Effectively deals with frustrated clients from a non-technical perspective, while having the knowledge to properly handle a multitude of situation in an ever-changing environment Self-motivated, with the ability to work in a fast-moving and fluid environment Ability to multi-task and adapt to changes quickly Excellent communication skills Medicus IT is an equal opportunity employer and complies with all Federal and State laws, regulations, executive orders, and mandates – including the OSHA mandate, implemented on 1/10/2022, requiring either (a) COVID-19 proof of vaccination or (b) non-vaccinated weekly testing and mask requirement. As a healthcare specific MSP, many of Medicus IT clients have more robust vaccination requirements than our internal policies. As our clients update their COVID-19 policies, some job roles may be required to meet client vaccination requirements. |