Summary

Health Information Technology & Services (HITS) is seeking a manager to join its HITS Customer Service team. The person in this position will be responsible for upholding our customer experience, managing service desk and walk-up support operations, reporting and acting on defined metrics, and coaching and mentoring staff on their career development. The person in this position reports to the Director of HITS Customer Success.


About Us

Health Information Technology & Services plays an integral role in the success of Michigan Medicine by providing clinicians, researchers, students, and staff with exceptional products, services, and technology support. The HITS Customer Service team includes supervisors, coaches, and service desk support staff. We are the first line of support for Michigan Medicine’s technology needs and handle over 250,000 customer contacts per year, across our click, call, and visit channels. Our staff strive to offer solutions that are simple, correct, and direct, and to deliver them with empathy, efficiency, and pride. Our managers help to equip our staff to achieve their goals and the goals of Michigan Medicine.


About You

You are passionate about continuously improving the customer experience, take initiative, and have strong organizational, change management, and problem-solving abilities. You can inspire individuals, create strong teams, and have the ability to communicate complex technical concepts to groups with diverse technical and non-technical backgrounds. You are not satisfied with the status quo and are willing to drive organizational change to support our customers.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Responsibilities*

Manage a team of full-time and temporary professional staff charged with providing excellent customer service and 24x7 IT support to the Michigan Medicine community.
Plan and align the work of the HITS Service Desk to advance HITS strategic objectives.
Partner with other Customer Service leadership to shape the desired customer experience across our support channels, including call center, walk up locations, online service portal, chat support, and web presence.
Monitor team performance using dashboards, KPIs, and customer satisfaction data.
Manage team member performance against expected standards.
Provide staff coaching, mentoring, and professional development opportunities that increase capabilities and create an engaging environment.
Serve as a subject matter expert and escalation point for service recovery, unique requests, or major incidents.
Scheduling resources to maximize team success while also allowing for professional growth.
Collaborate and form strong partnerships with other key stakeholders to positively impact customer service and organizational effectiveness.
Collaborate with other IT service providers to support centralization of service desk operations where appropriate.
Recruiting, hiring, onboarding, and training IT professionals to create well-prepared Service Desk staff.
Plan, develop, and administer the service desk budget
Other duties as assigned.
Required Qualifications*

7-10 years of direct customer support, preferably in either an academic or healthcare setting
High School diploma or equivalent.
Prior management, supervisory, or team leader experience.
Demonstrated ability to manage a team, with experience in hiring, coaching staff, developing new talent, and managing performance.
A strategic mindset with the ability to understand the big picture as well as the details.
Stellar communication, presentation, and change management skills.
A proven track record of accomplishing goals and delivering on-time and within budget.
Demonstrated understanding of IT Service Management practices - designing, creating, delivering, supporting and managing the lifecycle of IT services aligned to ITIL best practices.
Commitment to establishing and maintaining a diverse, equitable, and inclusive environment for all members of our community.
Ability to represent a team within a broader organization as a project liaison, committee member, or workgroup participation.
Desired Qualifications*

Experience in a 24x7 customer service operation.
Call center leadership experience.
Skill managing a portfolio of strategic objectives or goals, displaying an ability in advancing many concurrent initiatives at once.
Additional certifications or education related to the delivery of IT services, problem-solving, or leadership, such as ITIL/ITSM v3 Foundations, Lean Thinking/Toyota Production System, Agile, or similar.
Knowledge of U-M policies, procedures, and tools.