WORK UNIT ONLY POSTING- for employees reporting up to work unit 55594

Responsible for providing high quality customer service in multi-site enterprise that continues to evolve in complexity. This position works closely with the leadership team and assists with oversight of work processes and work groups within the department. Responsible for communications between the management team and the staff. Leads team building efforts and fosters an open and creative environment. Requires critical thinking for resolutions of technical and personnel issues that surface in daily operations. Communicates effectively via phone, email, web, chat, fax, or mail. Manages communication escalations. Assists in resolving a wide assortment of hardware/software technical problems and coordinates problem resolutions to include off hours, weekends, and holidays. Effectively manages ambiguous situations and determines appropriate course of action. Serves as a subject matter expert of workflows and computer programs used daily by client solution technical coordinators. Facilitates the onboarding of new employees including training, mentoring, coaching and development. Provides guidance to set up computer systems and requests computer access for new employees as needed. Takes initiative to make recommendations for process improvement. Assists quality specialist with completion of quality reports, metrics, account audits and KPIs. Maintains document control by writing, updating, and retiring SOPs as needed. Collaborates with leadership team to provide input for monthly and annual performance review of client solution technical coordinators. Completes projects as assigned by leadership.

**This position is not eligible for visa sponsorship. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program**

Bachelor's degree OR Associates degree with 5 years relevant experience in DLMP, MCL , customer service, healthcare or helpdesk/call center OR HS/GED and 7 years relevant experience in DLMP, MCL, customer service, healthcare or help desk/call center is required. 

Additional Skills and Qualifications:

Experienced Leadership in customer service, help desk or a technical support environment is essential. Must be self-motivated to work independently as a leader on multiple tasks as well as work in a team setting. Strong interpersonal, analytical, and organizational skills are required. Medical Terminology proficiency is preferred. ASCP certification preferred.