Support Manager

Are you fascinated by problem-solving and have a passion for technology? Do you want to be on the leading edge of Health Care transformation? Are you service-minded and have a passion for helping people? You are who we are looking for! Take the leap to help change your community, change your country and change the world by making Health Care better. Join us on this journey of changing Health Care world-wide.

At Cerner, we are continuously building on our foundation of intelligent solutions for the health care industry. Our technologies connect people and systems at more than 27,500 contracted provider facilities worldwide, and our wide range of services support the clinical, financial and operational needs of organizations of every size.

From the beginning, we have innovated at the intersection of health care and information technology. Together with our clients, we are creating a future where the health care system works to improve the well-being of individuals and communities.

Our mission is "To contribute to the systemic improvement of health care delivery and the health of communities", because "Health care is too important to stay the same."TM

Who you are to us:
You are service-oriented, open and social with a good analytical ability. You are driven by and enjoy working both independently and in collaboration with others. To be successful you need a good understanding of technology support and have practical experience in user support and application management. You are used to having a constructive dialogue with users and practical experience of troubleshooting technology.

You have a positive basic view and are solution-oriented. You communicate in an educational and clear manner. Your colleagues describe you as a creative and responsive team player. You like to analyze and take questions in a structured way. You are self-sufficient and can prioritize the work effectively. You are innovative and stimulated by finding new technical solutions to optimize the business. You are structured and work methodically and proactively with a holistic perspective. You like to provide good service, are easy to work with, want to develop in your work and have the ability to solve complex problems and come up with new ideas.

Your Future Work:
As a Support Manager with the Immediate Response Center you will have the following responsibilities:


Job Responsibilities:
Direct the day-to-day operations of associates assigned to perform solution and technology-related incident investigation and resolution
Monitor incoming support ticket and call volume ensuring adherence to support processes
Promote an "every minute counts" mentality for quick incident resolution
Manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution
Analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity
Identify client and solution delivery satisfaction issues, actively manage client expectations, and develop plans to exceed client expectations
On occasion, assist business operations to ensure service levels are met
Ability to interpret and manage daily operations in order to meet or exceed organization business metrics
Demonstrated ability to lead by example and quickly adapt to a changing environment
Ability to collaborate with people from varying cultures and abilities achieving effective results


People Management Responsibilities:
Manage routine associate situations
Direct the work efforts and results of a team of associates
Develop team goals and manage them for results
Develop associates through coaching performance, completing performance reviews, goal setting and development planning
Promote diversity and create a respectful work environment



Basic Qualifications:
Bachelors degree in Computer Science, Software Engineering, Business or Information Systems
At least 7 years of Technical support work experience
At least 3 years of People management work experience



Preferred Qualifications:
Cerner Millennium support experience
Swedish speaker