Remedi SeniorCare

  • Incident Support Manager

    Location US-MD-Towson
    Job ID
    Functional Area
    IT - Operations
  • Overview

    The Incident Support Manager will lead a team of talented individuals to ensure the service desk is meeting and exceeding expectations regarding performance against defined metrics. prioritize and resolve Remedi end user support issues.  This role will also be directly responsible for managing the relationship and performance of Remedi’s outsourced Tier 1 helpdesk provider. 


    • Recruit, train, and coach Service Desk team on ticket resolution
    • Prioritizes tickets to align with business priorities
    • Serve as an escalation point for all requests and incidents from Remedi internal service desk staff and outsourced helpdesk provider.
    • Management and coordination of complex support issues
    • Produce reporting to reflect team performance against defined KPIs
    • Oversee and develop knowledge base articles to improve team performance and drive ticket resolution down to tier 1 staff.
    • Monitor and escalate ticket as necessary
    • Periodic hands on issue resolution for executive staff
    • Leads team by example to improve customer service outcomes
    • Evaluates and recommends staffing changes based upon service level commitements
    • Establish and maintain positive and collaborative relationships with internal staff and clients
    • Excellent attention to detail, decision-making, prioritization and self-managing skills.
    • Collaborate with leadership to identify gaps in training and process documentation and corrective action planning
    • Other duties as assigned


    • Ability to hold people accountable to tasks and metrics
    • Highly organized, detail oriented, and self-motivated
    • Ability to work on multiple projects and tasks simultaneously
    • Healthcare experience is preferred
    • Professional communication and presence
    • Strong knowledge and understanding of Microsoft Office and related desktop technologies
    • Experience in a 24x7 healthcare or similar environment
    • Willing and capable to support a 24x7 operation
    • Ability to use discretion when handling confidential information
    • Excellent written and verbal communication skills including the ability to communicate clearly and effectively with other technical staff, clients, and vendors


    • Bachelor’s degree in an IT related field or 5+ years in IT service / help desk
    • 3+ years in a supervisory role
    • ITIL certification (plus not required)


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