Manager, Service Desk

Job Number: 5001

Workplace Type: Hybrid Remote

Position Title: Manager, Service Desk

External Description:

Job Description:

 

Alignment Healthcare is a Senior-focused health services company, offering Medicare Advantage insurance plans in select markets.  We are seeking a seasoned Service Desk Manager to manage the performance of Level 1 services & support clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded.  Responsible for ensuring that staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed, and protocol observed to provide effective customer service and meet requirements through an ITIL framework. Ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance.

 

Overview

 

• Day-to-Day management of front-line technical service desk
• Maintain ongoing communication of incident updates to customers provided by Tier 2 and Tier 3 support teams.
• Manage Incident, Problem, Change and New Request tickets via FreshService and their corresponding SLAs.
• Create and Maintain Service Desk Policies and Procedures.
• Direct line management of up to 8 Service Desk staff.

 

Key Duties/Responsibilities

 

• Oversee the incidents, problems, change and requests. Manage and coordinates urgent and complicated support issues become the incident manager in major incidents. Act as escalation point for all incidents and requests. Develop and mature phone & email 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.
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools, and support experience.
• Provide data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly, and as needed. Will drive Ticket and develop strategies for improvement. Work to make Service Desk the single source of service delivery channel for the company. Monitor and manage phone & email queue (participating in escalated calls as needed).
• Develops Service and Operational Level Agreements to set expectations and measure performance. Develops an effective and workable ITIL framework for managing and improving customer support in the organization. Advise management on situations that may require additional client support or escalation.
• Escalation may involve after-hours support via phone or email.
• Train, coach and mentor Service Desk Analysts and Technical Engineers including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support.
• Interact with internal and external customers.
• Ensure that customers receive timely updates on incidents.
• Ensure that customer incidents that occur across AHC applications/systems or involve multiple 2nd line groups and 3rd Parties are coordinated so that the customer receives a consolidated response from Service Delivery.
• Maintain a calendar of maintenance requests/service outages on the network, data centers, exchanges and internal changes and ensure communication to customers with the appropriate information.
• Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.
• Maintain ticket updates with accurate notes on status.
• Develop and implement automated workflows using modern Service Desk tools and concepts.
• Escalate to 2nd and 3rd line support teams, inform senior management teams of P1/P2 incidents.
• Engage with third parties to provide Root Cause Analysis (RCA) for third party services.
• Document internal timelines for resolved incidents where an RCA is required.
• Maintain accurate contact databases and records.
• Attend and participate in daily Change Advisory Board meetings.
• Able to work both as part of a team or under own initiative.
• Able to take responsibility for own actions and performance.

Minimum Requirements

• Proven track record as a Technical Service Desk Manager. Minimum 1-2 years of experience as a Service Desk Manager or lead.
• ITIL Foundation Certification
• Bachelor’s Degree in computing and or IT discipline.
• Experience of working in complex, high pressured environments within a 24-hour service structure.  Healthcare environment a plus.
• Sox/HITRUST knowledge a plus. 
• FreshService experience a plus or other ITSM Service Desk platform.
• Excellent written and verbal skills.
• The ability to multitask across multiple incidents.
• Understanding of SLAs and KPIs
• Ability to follow processes and procedures accurately and without fail.

 

 

 

Essential Physical Functions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
2. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: Manager, Service Desk

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].