Lead a team of support staff to effectively serve internal and external clients Responsibilities * Manage, and develop support staff * Deliver first class customer satisfaction by meeting or exceeding issue resolution and case handling targets * Develop and maintain knowledge base article libraries and performance improvement initiatives * Drive positive outcomes by equipping the support staff with necessary tools and training * Consistently manage to performance metrics to support exceptional customer satisfaction and efficiency of resources * Ensure support procedures are implemented and followed Qualifications Required * Bachelor's Degree or equivalent relevant work experience * At least 3 years of experience in customer facing support position * Strong operational and strategic thinking to drive solutions * Data driven decision making skills * Knowledge of customer service operations and remote technical support best practices and processes Preferred * ServiceNow experience Netsmart is proud to be an equal opportunity workplace and is an affirmative action employer, providing equal employment and advancement opportunities to all individuals. We celebrate diversity and are committed to creating an inclusive environment for all associates. All employment decisions at Netsmart, including but not limited to recruiting, hiring, promotion and transfer, are based on performance, qualifications, abilities, education and experience. Netsmart does not discriminate in employment opportunities or practices based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, physical or mental disability, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Netsmart desires to provide a healthy and safe workplace and, as a government contractor, Netsmart is committed to maintaining a drug-free workplace in accordance with applicable federal law. Pursuant to Netsmart policy, all post-offer candidates are required to successfully complete a pre-employment background check, including a drug screen, which is provided at Netsmart's sole expense. In the event a candidate tests positive for a controlled substance, Netsmart will rescind the offer of employment unless the individual can provide proof of valid prescription to Netsmart's third party screening provider. If you are located in a state which grants you the right to receive information on salary range, pay scale, description of benefits or other compensation for this position, please use this form to request details which you may be legally entitled. All applicants for employment must be legally authorized to work in the United States. Netsmart does not provide work visa sponsorship for this position. Netsmart's Job Applicant Privacy Notice may be found here.