Supervisor, IT Service

Your Role

The Digital Employee Experience team ensures that end users have the necessary assets to perform their duties efficiently and provide Level 2 (L2) support to resolve any technical issues that may arise. The Technology Services & Operational End Point Field Service Supervisor will report to the Sr. Manager of Technology Services & Operational End Point Services. In this role you will manage and guide employees, ensuring optimal asset utilization and seamless service delivery to enhance overall productivity and user satisfaction.

Your Work

In this role, you will:

• Supervise a small set of IT Service Analysts at an entry level of management. Interface with technology managers, technical Leads, and all parts of the IT organization and relevant vendors to deliver services that meet the service need.
• Support operational plans regarding specific service requirements or roles, including service needs analysis, service levels, service objectives, service health, emerging service assessments and service process redesign.
• Closely monitor, report, and provide day to day keep the lights on oversight with shift-based coverage.
• Focus on staff supervision with limited management authority and primarily accountable for the delivery of established service commitments. Works closely with key IT unit managers to acquire service-specific expertise.
• Operate in a consultative role with IT unit managers.
• Coordinate refresh planning and partner with the Hardware Asset Management (HAM) team to forecast and return leased assets to lessor
• Assist with overseeing the management of physical assets by location, including inventory management, hardware forecasting, and ordering
• Monitor and report on service delivery metrics, providing day-to-day oversight with shift-based coverage
• Provide feedback and review employee performance according to the HR schedule including goal setting, performance conversations and year end reviews.

Your Knowledge and Experience:

• Typically requires broad job knowledge of technical or operational practices within assigned discipline
• Typically requires at least 7 years of direct and relevant experience, including 3 years of experience operating in a lead role
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Service Marketplace knowledge preferred
• Preferred to work from El Dorado Hills location, California with in-office requirement a minimum of 3 days per week.

ABOUT THE TEAM
About Blue Shield of California

As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.

At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!

Our Values:

• Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
• Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
• Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.

Our Workplace Model:

At Blue Shield of California and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose – whether working in the office or through a hybrid approach – by providing clear expectations while respecting the diverse needs of our workforce.

Two Ways of Working:

• Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above). Exceptions:

o Member-facing and approved out-of-state roles remain remote.

o Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.

o For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

• On-Site: Work from a business unit-approved office an average of four (4) or more days a week.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.