Manager, Core Imaging Services

Purpose of the Position: The Manager, Core Imaging Services, is responsible for the day-to-day leadership of the team. This role ensures effective scheduling, workload distribution, and customer support while coaching team members to meet performance and service goals. The Manager plays a hands-on role in driving execution, resolving operational issues, and supporting continuous improvement, ensuring a positive customer experience.

Essential Duties and Responsibilities: 

• Oversee daily activities of the Imaging Services team to maximize scheduling and real-time utilization of resources.


• Analyze team data and recommend changes to staffing allocations to drive more effective use of resources.


• Interface with the Management team to ensure smooth coordination of scheduling and collaborative team communication on customer projects.


• Ensure team provides exceptional customer service experiences to our customers.


• Monitor performance of the Imaging Services team members against standards; receive input from other departments; use gathered data to coach/mentor appropriately. Maintain performance records and reports of team members.


• Conduct performance counseling and coaching on a periodic basis; conduct performance reviews and make recommendations for salary changes.


• Maintain a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and effectiveness.


• Establish and maintain an environment that encourages teamwork and individual efforts and ethical behavior. Lead by example.


• Development of internal employees for business and company-specific knowledge.


• Develop well-documented, repeatable processes and procedures to ensure consistency and increase the best chance for customer satisfaction.


• Ensure that Imaging Services team members and others adhere to the documented policies and procedures, providing the best customer service possible.


• Enact contingency plans as needed; monitor any issues during escalation and provide direction and guidance during stated issues. Post-resolution includes a post-mortem analysis of problems, providing input and any necessary changes to stated policies and procedures for future process improvements.


• Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action where necessary or suggest alternative courses of action which may be taken.

Competencies:

• Ability to learn internal software and systems.


• Ability to build relationships and work effectively at varying organizational levels.


• Ability to maintain a friendly attitude with others.


• Ability to communicate technical information effectively.


• Ability to control emotions and remain calm in stressful situations.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: 

• Bachelor’s degree preferred.


• Minimum of 5 years providing customer service and/or technical training and/or support, required.


• Experience mentoring, coaching, and helping develop peers, preferred.


• Working knowledge of software and/or transportation industry, preferred.


• Bachelor’s degree, preferred.


• Advanced knowledge of Microsoft Office Suite required.


• Working knowledge of McLeod’s DocumentPower product, preferred.

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. With over 650 full-time team members, we’re still growing while staying true to who we are. Our priorities stay where they belong: with our employees, our customers, and the continued growth of our business. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.