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Senior Support Manager at Children's National Medical Center

Company: Cerner
Location: Silver Spring
Posted on: June 6, 2021

Job Description:

Job Description

The Senior Support Manager will direct the day-to-day operations of Team Leads and Associates assigned to support Clinical applications, systems and process. They must ensure all phases of support are properly coordinated, scheduled, monitored, tracked, escalated and resolved. They will prioritize and schedule work, allocate resources, monitor progress, and support change management . The manager will ensure support efforts meet quality standards, promote client satisfaction, and adhere to service level agreements; act as a resource for questions or issues, and serve as an escalation point for resolving complex issues or situations; manage workflow and reporting relationships to obtain optimum effectiveness.

Additional Information

Applicants for U.S. based positions with Cerner Corporation must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Some Cerner positions may be obligated to comply with client-facing requirements and occupational health requests, including but not limited to, an immunization set, an annual flu shot, an annual TB screen, an updated background check, and/or an updated drug screen.

Qualifications

Basic Qualification:

  • Bachelor's degree in CIS, MIS, IS, Computer Science, Engineering, or Business Administration with emphasis in Information systems or related field, or equivalent relevant work experience

  • At least 7 years of technical support-related work experience

  • At least 5 years of people management experience in a support or service management field

Expectations:

  • Possess an in-depth understanding and experience driving support metrics and KPIs

  • Have an understanding of ITIL Foundations and Concepts

  • Manage routine associate situations

  • Direct the work efforts and results of several teams

  • Develop team goals and manage them for results

  • Develop associates through coaching performance, completing performance reviews, goal setting and development planning

  • Drive a culture of to drive high levels of client satisfaction with empathetic, motivated and knowledgeable associates

Keywords: Cerner, Silver Spring , Senior Support Manager at Children's National Medical Center, Other , Silver Spring, Maryland

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