IT Operations Service Leader

Company Statement:
Title21 Health Solutions is a leading provider of innovative healthcare IT solutions, dedicated to improving patient care and streamlining operations for healthcare organizations. With a focus on cell and gene therapy and stem cell manufacturing, it is leading software company which supports premier customers across the USA and the UK.

Summary:
Title21 Health Solutions is seeking a dedicated, dynamic, and experienced Customer Support Leader who owns the Support/IT Management Process (ITSM) tied to incident management. As a Critical Thinker, you will play a pivotal role as a player-coach in ensuring that our customers receive exceptional support directly contributing to their high client satisfaction and fostering long-lasting relationships. A leader who has exceptional skills to prioritize, triage and understand the urgency around resolving issues using data driven metrics. Is savvy with Support metrics, KPI’s and diligent about monitoring customer SLA’s.

Responsibilities:

Oversees a team of customer support specialists, providing guidance, coaching, and performance management.
Implement and use monitoring tools at the client application and database levels.
Develop roles and responsibilities for team members and holds each individual accountable.
Develop, implement, and maintain customer support processes and procedures to optimize efficiency and effectiveness.
Develop, monitor, and analyze customer support metrics to identify areas for improvement and drive continuous improvement and ensure their alignment with corporate objectives and metrics.
Train and onboard new customer support specialists, ensuring they are equipped with the knowledge and skills to excel.
Collaborate with other departments to resolve customer issues and ensure a seamless and excellent customer experience.
Develop the Support Knowledge base and offer continuous learning opportunities within the team.
Stay up-to-date on the latest healthcare IT software trends and advancements to provide accurate and informative support.
Escalate complex customer issues to the appropriate parties for resolution.
Identify and implement strategies to enhance customer satisfaction and reduce customer churn.

Qualifications:

Bachelor's degree in a relevant field, such as Business Administration, Computer Science, or Healthcare IT.
Minimum of 3 years of experience as a Customer Support Manager or Support team lead in a healthcare IT software company.
Extremely self-directed, can make critical decisions and operate in a growth company environment.
Proven track record of providing exceptional customer service and resolving complex issues quickly.
Excellent communication and interpersonal skills, with the ability to build rapport with customers from diverse backgrounds.
Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
Experience with innovation, new processes and experience with cross functional teams which include client success, development and product.

Bonus Points:

Experience using application monitoring tools such as Azure application insights, RayGun or Real User monitoring tools as well as driving monitoring requirements.

Benefits:

Competitive salary and comprehensive benefits package.
Opportunity to work with cutting-edge healthcare IT software.
Collaborative and supportive work environment.
Professional development and training opportunities.
Chance to make a significant impact on the lives of our customers.

Position Type:

Full-Time Employment; Non- Exempt

Travel:

5% (estimated once per quarter)

EEO Statement:
Title21 Health Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other protected characteristics.

Accommodation Statement:
Title21 Health Solutions is committed to providing reasonable accommodations for qualified individuals with disabilities. If you require accommodation to complete the application process, please contact our Human Resources Department.

Physical Requirements:
This position primarily operates in a professional office environment. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, and lift up to 20 pounds.

**Must be local to Phoenix, AZ**

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by selecting the appropriate category(ies). The hiring employer is subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA) and requests this information in order to measure the effectiveness of the outreach and positive recruitment efforts it undertakes pursuant to VEVRAA.

DISABILITY STATUS Learn more about disability statuses

We are required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.