Support Services Manager

[fulltime]

IronRod Health

Requirements

· BSc/BA in IT or another relevant field

· 5+ years working in a support role ideally as a manager / supervisor

· Experience building a support department which supports a 100-200 person company from scratch 

· Excellent administrative skills with a track record of staff and asset management within a ticketing system

· Strong leadership and organizational skills, driven and motivated to work independently

· Strong experience in configuring Jira Service Management or similar support help desk (E.g., ZenDesk)

· Strong experience in managing others and recruitment

· Experience defining department OKRs and SLA agreements

· Experience communicating and managing customer expectations 

· Experience in Atlassian products (Jira, Jira Service Desk, Confluence) 

· Experience in Excel and other Microsoft Office products (Teams, SharePoint, etc)

· Excellent written and oral presentation skills, ability to proofread, appraise and communicate effectively to a number of internal and external stakeholders

· Detail-oriented with the ability to multi-task and prioritize in a fast-paced environment

· You will manage a variety of projects and events and multiple US time zones. This may occasionally include working outside the parameters of a normal workweek

· Creative/critical thinking and problem-solving skills


Desired requirements

· Strong Spanish reading and writing ability

· 1+ year experience working within a startup environment 

· Experience rolling out and managing ITIL 4, ISO 9001, SOC-2, and HIPAA compliant processes

· Experience in managing distributed stock across differents states delivered by different carriers 

· 1+ years of health information systems experience (e.g., practices, hospitals, small clinics) including end to end support within MedTech and/or related industries 

· Certifications in Scrum, Agile, LeSS, and/or SAFe is a plus

· Experience with CRM and Content Services Platforms a plus

Job Location

Address:

Address 2:

City:

State:

ZIP Code: