Manager Technical Customer Support
2 weeks ago
**Digital Metro North (DMN) works collaboratively with Metro North Health (MNH) clinical leads and end users to deliver the digital transformation strategy for Metro North Health. It will ultimately create an integrated digital hospital and healthcare environment across Metro North. In meeting this strategy significant capital works are being undertaken over the next five years that includes hospital construction/refurbishment and the implementation of ieMR Advanced solution across Metro North. Delivering this will require a dedicated team, with the capacity to work across initiatives and domains, with the knowledge, determination, skills and experience to deliver.
About the Role
Reporting to the Director Digital Services, you will lead and manage the Technical support team who provide Application Packaging, desktop support and Audio Visual services and support across the HSS, ensuring timely and effective resolution of customer requests and incidents. Ensuring that digital and Information & Communication Technology (ICT) solutions meet the current and future needs of Metro North Health staff, health care practitioners and patients.
You will also provide expert leadership to a multidisciplinary group of staff delivering the clinical and business technical service needs of Metro North Health, maintaining excellent customer relationships with all users of DMN digital services, and working cooperatively with other digital operations teams and ICT project initiatives.
Key knowledge and experience
The ideal applicant will be able to demonstrate the following:
Proven experience in a technical support or customer service management role.
Strong technical knowledge and problem-solving skills.
Customer-focused mindset with a commitment to delivering outstanding service.
Excellent written, presentation and interpersonal skills, including a demonstrated ability to influence, communicate and establish a productive working relationship with internal and external stakeholders.
Demonstrated ability to adapt to an ever-changing technical landscape and quickly learn any new and emerging technologies and knowledge.
Demonstrated leadership capability including proven experience in leading, managing, coaching and mentoring an effective multi-disciplinary team to achieve goals.
Evidence of integrity and respect within a team with proven experience in identifying and managing external and internal suppliers and stakeholders which promotes the successful delivery of digital services across Metro North Health.
Benefits when working for us
Rewarding career and development opportunities across a wide range of clinical and non-clinical areas
Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance
Flexible working arrangements and competitive salary rates with annual incremental increases
Benefit from a higher than standard employer contribution to Superannuation of up to 12.75% and access to salary packaging
If you're ready to make a significant impact and drive technical support excellence, we'd love to hear from you
This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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