Support Services Manager

At DAP Health we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider we deliver compassionate highquality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health wellness programs and beyond with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate innovative organization dedicated to making a meaningful impact in the lives of those we serve. If youre looking for a dynamic and purposedriven environment we invite you to explore the opportunity to contribute to our mission.

Job Summary
The Support Services Manager is responsible for overseeing the help desk team ensuring timely and accurate customer service and maintaining technical documentation. This role involves recruiting training and evaluating staff performance while also establishing best practices for the technical support process. The manager develops reports on team productivity monitors department progress and ensures compliance with organizational policies and regulations including HIPAA and OSHA. Additionally the position requires effective collaboration with other departments financial management through budget development and representation of the organization both internally and externally. They are committed to providing excellent customer service participating in quality improvement activities and supporting the organizations mission vision and core values.
Supervisory Responsibilities

• Review weekly timesheets for accuracy review employee submissions and updates as needed; approve time sheets by required timeline
• Conduct oneonone meetings (monthly at a minimum frequency preferably biweekly) scheduled conversations and annual performance reviews with direct reports by required timeline
• Attend mandatory Managers Learning Collaborative trainings
• Partner with People Operations to:
  • Develop a learning plan for employee development goals to provide tools needed to excel in their position
  • Implement and follow a process to address performance issues as they arise
  • Prepare a comprehensive onboarding process for each specific position for all new hires
  • Address serious issues that may require interventions or investigations
• Develop and monitor departmental and program/project operating budgets costs and schedules
• Supervise lead coach and use best management practices to improve staff performance
• Support and model the identified vision values and behaviors of the organization

Essential Duties/Responsibilities
Customer Service and Support

• Ensure customer service is timely and accurate on a daily basis
• Actively respond to queries and handle complaints to improve customer support
• Follow up with customers to identify areas for improvement
• Provide customer feedback to appropriate internal teams and make recommendations to improve operational efficiency

Technical Support Process

• Establish best practices through the entire technical support process
• Document procedures and maintain technical documentation for help desk processes
• Maintain awareness of direct reports systems and processes and participate in process improvement initiatives

Reporting and Accountability

• Develop daily weekly and monthly reports on help desk team productivity
• Monitor department progress and maintain accountability recommending and participating in department and/or personnel evaluation and improvement efforts

Compliance and Safety

• Ensure staff compliance with all organizational policies and procedures and all applicable laws and regulations including HIPAA and OSHA
• Ensure compliance with policies and procedures related to safe work practices
• Maintain privacy and security of all patient employee and volunteer information

Leadership and Vision

• Establish oversee and execute vision goals and objectives for the department in alignment with the organizational strategic plan
• Communicate vision goals and objectives within own departments and with other departments
• Develop cultivate and maintain future leaders of the organization and empower them to lead and succeed
• Effectively collaborate with other departments to work toward shared goals and common vision

Financial Management

• Develop departmentlevel budgets that balance the financial needs of the department against the needs for fiscal responsibility

Organizational Representation

• Represent the organization internally and externally
• Present and pursue opportunities for further organizational development and growth

Customer Service Excellence

• Provide excellent internal and external customer service
• Demonstrate the organizations standards of customer service behavior
• Participate in ongoing customer service trainings
• Contribute to the success of the organization by participating in quality improvement activities
• Perform other duties as assigned

Required Skills/Abilities

• Ability to lead motivate and manage a team effectively fostering a collaborative and productive work environment
• Strong focus on providing excellent customer service and improving customer satisfaction
• Proficiency in analyzing data and generating reports to track team productivity and identify areas for improvement
• Ability to handle conflicts and complaints effectively ensuring positive outcomes for both the customer and the organization
• Skills in planning executing and overseeing projects to ensure they are completed on time and within budget
• Knowledge of relevant laws and regulations including HIPAA and OSHA and the ability to ensure team compliance
• Strong knowledge of IT systems software and hardware as well as experience with help desk and remote support tools
• Proficiency in creating and maintaining technical documentation and standard operating procedures
• Ability to work effectively with other departments to achieve shared goals and support organizational initiatives
• Skills in setting and communicating vision goals and objectives that align with the organizations strategic plan
• Excellent verbal and written communication skills with the ability to effectively communicate technical information to nontechnical stakeholders
• Demonstrated ability to handle complex technical issues provide effective solutions and implement process improvements to enhance customer support and operational efficiency

Education and Experience

• A bachelors degree in Information Technology Computer Science or a related field OR 5 or more years of related Information Technology experience
• At least 5 years of experience in IT support or help desk management with a proven track record of managing and leading a technical support team
• Experience in developing and implementing process improvements to enhance operational efficiency and service quality

Working Conditions/Physical Requirements

• This position is onsite at the DAP Health El Cajon or Escondido clinic with the possibility of hybrid
• Able to lift/move up to 20 pounds move from place to place and stand for long periods of time
• Requires current and valid drivers license and current personal auto insurance
• Able to travel to DAP Health locations throughout San Diego and Riverside