Manager, Software and Systems Support

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Edmonton, AB







Title: Manager, Software and Systems Support
Job ID: BL527666114
Location: Remote (CA) (Work EST Hours)

The Manager of Software and Systems support is responsible for the management of the plasma software support team for one (or more) product division(s) within North America. This leader will lead geographically dispersed teams of Tier 1 and Tier 2 support personnel both internal and contracted.
  • Constantly challenge the status quo by driving change to improve team efficiency, performance, and revenue.
  • Manage to the existing service level agreements (SLAs) while proposing and developing new SLAs when appropriate.
  • Successfully partner with business partners across the organization which include: Sales, R&D, Quality, Finance, and Project Management, and will be comfortable working with senior management both internally and externally.
Minimum Required Education and Experience:
  • BS in Medical Technology, Computer Science or equivalent degree and experience
  • 3+ years of managerial experience in a Software Helpdesk or Support Hotline environment with direct reports including performance reviews, hiring, metrics and reporting, coaching and mentoring
  • 3+ years of experience in Healthcare software systems and processes preferred. 
  • 5+ years of customer-facing technical support preferred
Knowledge, Skills and Abilities:
  • Advanced demonstrated analytical skills.
  • Demonstrated written communication skills and strong verbal communication, listening skills.
  • Demonstrated customer service skills.
  • Strong time management skills. 
  • Demonstrated cross-functional collaboration.

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