Lead a group of highly dedicated, motivated and experienced Managers and technical support specialists who provide direct support to our client base. Utilize and leverage key performance metrics to drive individual and team performance. Leverage skills to increase the knowledge base of our support personnel.

Lead a group of highly dedicated, motivated and experienced technical support specialists who provide direct support to our client base. Utilize and leverage key performance metrics to drive individual and team performance. Leverage skills to increase the knowledge base of our support personnel.

Partner with functional leaders to determine, align and implement talent management and development needs to ensure organizational growth and success. Perform learning needs analysis, assist in identifying metrics impacted by change in performance, partner with learning development specialists, and ensure repeatability and scalability of learning. Partner with leaders to provide ongoing support and coaching for performance management, and assessment of impact to metrics ensuring positive return on investment.

Responsible for defining, designing, developing and delivering employee and leadership development programs. Create the structure and drive the repeatability of the learning and development programs across the organization to increase employee growth in support of Sunquest goals. Consult with Sunquest leadership related to driving change in behavior through learning. Redesign and facilitate the new employee orientation program. Facilitate Insights Discovery, Situational Leadership II and Project Management programs.

Responsible for delivering and coordinating corporate specific training. Develop and direct specific training needs assessments to support design, development and delivery of training. Work with managers to assess training needs. Monitor and measure effectiveness of all department training programs and communicate business value. Contact and schedule internal lecturers for specialized training. Facilitate Insights Discovery content on a regular cadence as well as internally developed programs. Drive a learning and career growth culture by monitoring and measuring effectiveness of all training programs.

Develop and direct specific training needs assessments to support design, development and delivery of training. Work with managers to assess training needs. Monitor and measure effectiveness of all department training programs and communicate business value. Contact and schedule internal lecturers for specialized training.

Provide performance management and coaching to the support team. Set performance expectations. Encourage and foster employee growth. Improve team collaboration by resolving team level conflicts. Focus on team strategies and goals to develop a constantly improving high performance team. Review regular performance reports and areas for improvement and/or recognize achievements.

Maintain superior client satisfaction and address customer satisfaction concerns. Mentor 12 team members to provide ongoing knowledge transfer and train new employees. Coach subordinates to resolve employee conflicts and scheduling issues. Act as liaison between the team and other groups within the organization to improve processes. Act as the escalation point for client support issues and crisis situations. Organize and facilitate weekly team meetings. Perform other Management duties as required.