Cerner Manager, Client Support in Kansas City, Missouri
Manager, Client Support
Direct Care Support
As a Manager, Client support, you will manage associates responsible for performing solution-related service request investigation, incident resolution, and application maintenance. You will direct the day-to-day operations of associates assigned to support of specific software, hardware or system solutions and ensure all phases of support are properly coordinated, scheduled, monitored, tracked, escalated and resolved. As a leader of this team, you will prioritize and schedule work, allocate resources, monitor progress, and support change management efforts as well as ensure support efforts meet quality standards, promote client satisfaction, and adhere to service level agreements. You will also act as a resource for questions or issues, and serve as an escalation point for resolving complex issues or situations and manage workflow and reporting relationships to obtain optimum effectiveness. Your responsibilities will also include coordinating cross-functionally to ensure seamless execution of processes and resolution of issues. You will lead, direct and review the team’s work to achieve operational or functional targets or objectives with measurable contribution towards the achievement of immediate and short-term results for the team and department. In addition, you will establish and communicate team goals that support and advance team and department objectives; establish metrics or other performance measures to track progress and understand and explain policies, practices and procedures within immediate area of responsibility to stakeholders within and outside of the team. In this role, you will identify, propose and lead team and department level quality and process improvement initiatives; participate and provide input on strategic initiatives at the department-level. You will also be responsible for delivering consistent and timely training, guidance and feedback to encourage and promote associate success and growth through regular developmental conversations and identification of developmental opportunities. Finally, you are responsible for providing primary input and recommendations on staffing and performance decisions for direct reports and manage a team of associates.
Auto req ID:
Mgd Svcs - Support
Applicants for U.S.-based positions with Cerner must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
Due to specific client contract requirements, this position requires that the successful candidate be a U.S. citizen. The client contract also requires receipt of the appropriate government security clearance card applicable for the position.
Some Cerner positions may be obligated to comply with client-facing requirements and occupational health requests, including but not limited to, an immunization set, covid-19 vaccination, an annual flu shot, an annual TB screen, an updated background check, and/or an updated drug screen.
Cerner is a place where people are encouraged to innovate with confidence and focus on what is important – people’s health and the care they receive. We are transforming health care by developing tools and technologies that make it more efficient for care providers and patients to navigate the complexity of our health. From single offices to entire countries, Cerner solutions are licensed at more than 25,000 facilities in over 35 countries.
Cerner’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Cerner is proud to be a drug-free workplace.
EEO is the Law with Supplement (English) (https://www.cerner.com/-/media/FF88D3155CB245EB98BA1DB8F934E3E5.ashx)
E-Verify Participation (English)
Right to Work (English) (https://www.cerner.com/-/media/E1CD6BEF8082430E882E5CD9D5165A86.ashx)
Pay Transparency Nondiscrimination (English)
EEO is the Law with Supplement (Spanish) (https://www.cerner.com/-/media/801186E054394473A0E1380768F3FE47.ashx)
E-Verify Participation (Spanish)
Right to Work (Spanish) (https://www.cerner.com/-/media/96E03778704E4492B394F95521A0B7E8.ashx)
Pay Transparency Nondiscrimination (Spanish)
At least 8 years total combined related work experience and completed higher education, including:
At least 2 years customer service, call center, hospitality and/or technical support work experience
At least 6 years additional work experience directly related to the duties of the job and/or completed higher education
High School Diploma
At least 2 years people management, matrix management, project management or other indirect leadership work experience
Bachelor's degree or equivalent relevant work experience
Perform other responsibilities as assigned
Willing to work additional or irregular hours as needed and allowed by local regulations
Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
Relocation Assistance Available:
Onsite: No Relocation Assistance Offered
Support Services & Operations
Working Environment Description:
This position offers an Onsite working environment. Meaning you will primarily work in a Cerner office or client site. If your current geographical location requires relocating, Cerner will not offer relocation assistance to the specified location. #LI-Onsite