IT Service Desk Supervisor

ABOUT UCARE

UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.

WORKING AT UCARE

Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 200 Workplace for 15 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.

IT SERVICE DESK SUPERVISOR

The current hiring base salary range for this role is :

75,389.00 / year - $84,812.40 / year

UCare anticipates paying within the above-references salary range for this position. The actual base salary offer for this position will be determined by a variety of components including but not limited to work experience, education, certifications, location of the role, internal equity, and other relevant factors.

LOCATION : Minneapolis, MN (Office for Your Day, Work from Home)

Position Description

As a Service Desk Supervisor, you will be responsible to supervise the day-to-day operations of the service and desktop support teams. Identify, research, and resolve complex technical problems. Create and manage escalation procedures and ensure service levels are maintained. Document, track, and monitor problems to ensure resolution in a timely manner. Experience with personnel management, as well as comprehensive knowledge of computers; including installing, diagnosing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, mobile devices, printers and scanners) to ensure optimal workstation performance.

• Perform supervisory duties on a daily basis and ensure procedures and processes are adhered to. Train, coach and mentor team members in order to promote personal and professional growth. Oversee staff activities, scheduling employees working times and provide backup support.
• Oversee requests, incidents and problems reported through the Service Desk. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue. Review survey feedback to improve services, tools and support experience.
• Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone / ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Ensure delivery of quality customer service through performing ticket audits and providing feedback to the Service Desk and Desktop teams.
• Develop KPI's and associated reporting to ensure processes are operating effectively and service levels are being met by team.
• Provide break / fix and administrative support for UCare's application portfolio. Participate in software development projects as needed.
• Interact with internal and external customers.
• Oversee process associated with high-severity incidents. This includes assemble necessary resources to address incident, guide team through resolution, conduct root cause analysis meetings and ensure appropriate problem tasks are created.
• Ensure team follow procedures for communicating outage / emergency activities to the organization.
• Participate as a Service Restoration Lead (SRL) on-call rotation as requested and scheduled for major incident management.
• Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
• Other projects and duties as assigned.

Education

Bachelor's degree in business, technology, or related field.

Required Experience

At least five years of experience in an IT Service Desk or IT Support role and at least two years of leadership experience. Experience in ITIL processes and principles. At least two years of ServiceNow experience.

Preferred Experience

ITIL certification.

THE UCARE DIFFERENCE

The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply.

BENEFIT ELIGIBLITY

Candidates hired into this position will also be eligible to participate in the following benefit programs : Paid Time Off; Earned Safe and Sick Time; Paid Holidays; Parental Leave; 401K program; medical, dental, vision, life insurance; short-term and long-term disability insurance; Flexible Spending Account and / or Health Savings Account, subject to meeting the eligibility requirements and terms and conditions of these programs.

This job posting should not be construed as an offer of employment with certain terms, nor should it be construed as a guaranteed minimum. UCare's policies and benefits are subject to change in UCare's sole discretion, consistent with applicable law.

Salary : $84,812