IT Team Lead II - Voice & Telephony Services Engineering

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.&nbsp;<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />For Application Timeline &amp; Selection Process:&nbsp;<a href="" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="" target="_blank" title="BCBSM" rel="noopener noreferrer">Click here</a> to view open positions.

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Competitive Total Compensation Package

Overview: <p><strong>Perform administrative and basic leadership duties by planning, directing and coordinating daily activities of an assigned functional area group/team. Contribute to planning, creating and implementing an IT vision and strategy aligned with the company&rsquo;s strategic business plan. Assist in the development of corporate standards, technology architecture, technology evaluation and transfer.</strong></p> <p>&nbsp;</p>
Responsibilities: <p><strong>CORPORATE&nbsp;REQUIREMENTS</strong></p> <ul> <li> <div>Lead the delivery of one or more IT services required supporting the IT strategy.</div> </li> <li> <div>Provide input to business technology planning for an IT process.&nbsp; Assist in managing IT technology administration/operations/support to ensure successful fulfillment of end-user requirements.&nbsp; Assist in maintaining and controlling department budget, schedule and resources.&nbsp; Meet regularly with team to gather work statuses.</div> </li> <li> <div>Provide input into demand management process.&nbsp; Ensure compliance with enterprise technology standards, governance processes, and performance metrics to ensure IT delivers value to the enterprise.&nbsp; Ensure adherence to policies, procedures, and standards.</div> </li> <li> <div>Review and ensure a high level of quality and service is maintained by meeting or exceeding commitments.&nbsp; Identify opportunities for process improvements.&nbsp; Implement defined process improvements.&nbsp; Support the user community in system and process matters/issues.&nbsp; Administer efficient customer service to internal clients.&nbsp; Prepare periodic reports for management, as necessary or requested.</div> </li> <li> <div>Forecast costs by providing input into annual budget planning process.&nbsp; Assist in managing budget and takes appropriate steps to stay within budget.</div> </li> <li> <div>Discuss work progress and obstacles. Provide advice, guidance, encouragement and constructive feedback.&nbsp; Ensure work, information, ideas, and technology flow freely across teams.&nbsp; Establish measurable individual and team objectives that are aligned with business and organizational goals.&nbsp; Document and present performance assessments.</div> </li> <li> <div>Recognize and reward associates commensurate with performance.&nbsp; Partner with direct reports to establish a career development plan that is aligned to achievement of performance and career goals.&nbsp; Provide ongoing feedback for development.&nbsp; Comply with organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.&nbsp; Provide input to the identification and development of potential future leaders.</div> </li> <li> <div>Identify the roles, skills and knowledge required to achieve goals.&nbsp; Forecast staffing requirements (e.g., headcount, skills) for the team.&nbsp; Ensure staff has the resources and skills needed to support all work initiatives. Participate in IT workforce deployment activities.</div> </li> <li> <div>Advocate the need for change.&nbsp; Act as a change agent to implement and manage best practices within area of responsibility.&nbsp; Execute change through frequent communication to staff.&nbsp; Coach staff through the change.&nbsp; Identify and remove obstacles to change.&nbsp; Generate appropriate communication, process and educational plans for mitigating the disruption of change.</div> </li> <li> <div>Review service provider performance.&nbsp; Identify and confirm performance problems and notifies Service Delivery Managers.</div> </li> <li> <div>Maintain knowledge of current trends and new technologies in related areas. Other duties may be assigned.&nbsp;&nbsp;</div> </li> </ul>
Requirements: <p><strong>EDUCATION AND/OR EXPERIENCE</strong></p> <ul> <li>Bachelor's degree in related field required.</li> <li>Five (5) years of relevant IT and business/industry work experience required.</li> <li>Experience in supervising and building relationships with people at all levels required.</li> </ul> <p>&nbsp;</p> <p><strong>OTHER SKILLS AND ABILITIES</strong></p> <ul> <li>Decision making, critical and strategic thinking skills.</li> <li>Must possess a combination of business, technical and leadership skills and competencies understanding of client's business needs, processes and functions</li> <li>Solid knowledge of IT infrastructure, architecture, application development and support, networks, and computer operations</li> <li>Written and verbal communication skills and the ability to influence others.</li> <li>Ability to achieve or exceed planned outcomes and produce results.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> </ul> <br /> <p><strong>DEPARTMENTAL REQUIREMENTS AND PREFERENCES</strong><strong>&nbsp;</strong></p> <ul> <li>Relevant experience associated with enterprise telephony, conferencing, collaboration, and/or call center voice platforms.</li> <li>Infrastructure engineering and operational experience</li> <li>Experience with Microsoft Teams and Webex</li> <li>Cloud hosted voice solutions</li> <li>Video and audio conferencing and collaboration</li> <li>Cisco Unified Communications Manager knowledge</li> <li>Demonstrated experience leading/building successful teams and attracting/retaining talent within enterprise infrastructure organizations.</li> </ul>