Wednesday, September 17, 2014
Director of Client Infrastructure
Intermedix - Dallas
PSR, an Intermedix company, provides outsourced business services that
enable physicians to focus on practicing medicine while achieving their
financial goals. The company supports approximately 15,000 health care
providers with practice management and revenue cycle management services.
Today, with approximately 2,000 employees, we take pride in serving our
clients with extensive industry expertise and exceptional technology to
back it up. Intermedix rewards teamwork, quality and innovation with
opportunities for growth and development. If you are looking for a career
in an organization that is a leader in health and safety, Intermedix may be
the place for you. We currently have an opening for a:
Client Infrastructure Director
The Director of Client Infrastructure is a client facing resource with
specialty knowledge of process, product or hardware that supports external
clients, handling specific issues related to Client Infrastructure products
and services. This management position provides oversight of the team
responsible for resolution of escalated support requests from a variety of
sources including email, telephone or through internet submission.
Management of client expectation and call handling is essential during the
resolution of any pending issue.
Manages support to end users on a variety of issues. Familiar with standard
concepts, practices and procedures within the Client Infrastructure Group.
Responsible for development and documentation of best practice procedures
and processes for client IT infrastructure support.
Creates and modifies workaround procedures when standard procedures have
failed and ensures issues are resolved in a timely fashion.
Defines instructions and establishes guidelines to perform the functions of
the support team.
Identifies, researches, resolves and develops technical solutions related
to Client Infrastructure software and related products for internal and
Documents, tracks and monitors problems to ensure a timely resolution.
Responsible for standard configurations and provisioning processes of
client desktops, laptops, peripherals, networks, and related software.
Manages troubleshooting of client problems with computer systems, including
troubleshooting hardware and software, network and peripheral equipment
problems; makes repairs and corrections where required.
Receive and address enhancement or integration requests from clients.
Answer and ask questions in a professional manner to determine extent of
integration or enhancements.
Effectively communicate with internal resources to support stake holders to
manage internal and external client expectation.
Communicate trends and opportunities for innovation for corporate or
personal improvement or recommendations for corporate or client revenue or
service enhancements to Field Solutions management.
Assign tasks to client infrastructure team.
Perform requirements gathering, documentation and training material
preparation, lead group training sessions.
Update stake holders regularly from correspondence receive
Manage client expectations to ensure effective client relationships.
Track incoming and outgoing hardware
Establish and maintain appropriate intake processes and requests.
Work independently and at times within large groups.
Identify & escalate issues to direct supervisor/manager or responsible
Respond to requests in a timely manner according to client's SLA.
Meet routine deadlines and work schedules as well as timely and accurate
completion of special projects and any other duties as assigned.
Understanding, support, enforcement and compliance with all company
policies, procedures and standards of business ethics and conduct.
Display a positive attitude as well as professional, polite, considerate
and courteous conduct and treatment of others in the course of duties.
Advanced knowledge of products and services within a specific area.
Included but not limited to:
o Hardware support
o Software support
o Network/Connectivity Support
o Quality Assurance
4-5 Years strong customer support experience, help desk support preferred.
2-3 Years strong management experience of IT support services.
Excellent listening, interpersonal, written, and oral communication skills.
Advanced computer operating and trouble identification and mitigation
Logical and efficient, with keen attention to detail.
Experience working in a team-oriented, collaborative environment.
Knowledge of applicable data privacy practices and laws.
Must be proficient in Word, Excel, WebEx, Remote desktop support
technology, and support desk or bug tracking software or similar.
Able to manage multiple concurrent tasks.
Flexible to handle unexpected daily challenges.
Very strong written and verbal communication skills.
Education Level: Bachelor's degree in Computer Science, Engineering or
Sitting for extended periods of time
Dexterity to operate a computer keyboard, mouse, and to handle other
We offer medical, dental, 401k, generous paid time off,
and many other perks.
Come work for a leader in the healthcare industry.
To be considered for this position please e-mail your resume and salary
For additional company information please go to our website at