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ResMed - Atlanta, GA
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Job type
Full-time
Location
Atlanta, GA
Full job description
Digital Health Technology team powers digital experiences and engagement to enhance the lives of millions of people every day through connected care. We build, deliver and manage a portfolio of data management platforms and mobile offerings in support of our core businesses. We thrive on simple and elegant architecture and agility. You’ll be immersed in a dynamic high-growth environment and empowered to excel, take informed risks, and drive ingenuity across the enterprise.
As the ETS Team Lead for Distribution, Americas, reporting into the Manager of Enterprise Services, you will deliver an extraordinary customer experience and IT support to all ResMedians making their lives easier by supporting them, quickly and effectively. You will bring your expertise to task by streamlining day to day operations. You will work closely with other cross functional leaders and align with global ETS management team to deliver exceptional execution of the organization’s Enterprise Services strategy.
What you will do:
Lead Day-to-day operations of the Distribution Center IT service desk team
Monitor ticket volumes generated and help prioritize backlog to keep SLAs on track, ensuring a high level of customer satisfaction
Ensure Service Desk processes are documented, maintained, communicated, followed and in line with Enterprise Services’ practices
Show leadership and direction by engaging and inspiring the team members both locally and remotely
Identify and implement process improvements, initiatives for your team
Coach and mentor, the Distribution Center team through ongoing support, feedback, and recognition
Work with managers and leadership in other departments to identify key technical and business problems, evaluating possible solution options
Contribute to improving support by handling complaints and resolving escalations
All other related tasks to support the company’s evolution and the Distribution Center IT team
You love helping people and solving problems
You are a trusted coach and mentor to your team
You love sharing your IT experience, rolling up your sleeves, and beings hands on with your team
Minimum of (5) year of experiences in IT with previous experience in Distribution Center operations and help desk environment
You are customer focused and willing to provide a commitment to lead others to achieve outstanding customer satisfaction
You are a natural problem solver
You are a critical thinker
You are patient and friendly even with challenging situations
You can share your knowledge in an easy-to-understand way
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
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