Support Manager Role

The Support Manager is charged with leading the central office in Boston to the highest service standards for our 700+ employees nationwide. Reporting to the Director of IT, the Support Manager will manage a small but growing team of support analysts to evaluate inbound needs, review our performance, and work closely with key stakeholders to develop plans and address those needs.

The ideal candidate will constantly seek opportunities to improve the experience of our care teams when working with our central office and will strive to create an environment of lateral service so the needs of care teams and colleagues alike are met.

Specific responsibilities will include:

• Leading and further defining the standard of service set by our central office
• Supporting team members to identify problems and resolve issues that are cross-functional; breaks incoming requests into component parts to be resolved by team members
• Coaching, training, and supporting colleagues on how to set a high bar for service and how to address challenging feedback
• Systematically review and analyzing requests to understand themes by market, business line, or service; conducting daily review of incoming requests, responses, and performance
• Working with metrics, scorecards, and analytics to drive process improvements
• Ensuring that team members have proper tools and training to succeed resulting in empowered teams that provide excellent service
• Evangelizing the customer’s perspective and always thinking about how to improve their experience
• Managing adherence to our Service Level Agreement and measuring success
• Acting as the primary administrator for our ServiceNow platform, coordinating application and platform upgrades and creating ServiceNow reports and dashboards.

We think you have:

• A penchant for extraordinary  service and servant leadership
• A strategic mindset to identify, evaluate, and address opportunities in our inbound requests and in our internal service structure
• Rich customer service instincts
• The ability to work in a fast-paced environment and prioritize multiple projects under tight timelines
• A commitment to cultivating relationships with a diverse group of colleagues while supporting them from a service perspective
• A passion for people and love of service
• Excellent written communication skills
• A 4-year degree and 4+ years of relevant work experience
• Experience in a technology or customer service firm a plus
• Experience with ServiceNow or similar class Service Desk platform.

Qualifications

• Bachelor's degree
• 3-4 years of technical experience
• 3-4 years of professional experience in Service Management
• ITIL Foundations Certification preferred
• ServiceNow Certified Administrator preferred

About Iora Health

Iora Health is transforming health care, starting with primary care. We created a high-impact relationship based care model, that particularly benefits adults on Medicare and those who might need more attention. Our care model changes everything - the team, outcome-focused payment, customer service, and the technology that supports our care.

We know that when you invest in relationships with people, you can help them live happier and healthier. Our patients get a team that respects and listens to them. We get paid to keep our patients healthier, and it works - we are successfully improving the lives of our patients while lowering costs.