IT Manager I - IT Helpdesk Manager

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="https://www.bcbsm.com/" 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.<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="http://www.bcbsm.com/index/about-us/our-company.html" 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 />Learn more about your options as an external candidate. <a href="https://bcbsm.taleo.net/careersection/2/jobsearch.ftl?lang=en" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions. http://www.bcbsm.com

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Full-Time

Competitive Compensation and Benefits Package

Overview: Oversees day-to-day operations of the helpdesk, ensuring quality standards are met, and the organization is provided with flexible service able to meet the needs of users at all locations.<br /><br /><strong>DEPARTMENTAL PREFERENCES</strong><br /> <ul> <li>Oversees day-to-day operations of the helpdesk</li> <li>Act as escalation point for all requests and incidents</li> <li>Focal point for customer engagement and user support to BCBSM</li> <li>Analyze performance of Helpdesk activities and documented resolutions</li> <li>Identify problem areas and develop practices to prevent future problems</li> <li>At least 8 Years of Experience in IT Helpdesk Operations or IT Customer Service</li> <li>At least 5 Years of Experience in Helpdesk Management or IT Customer Service Management</li> <li>Strong command of IT Service Management methodologies</li> <li>Ability to manage multiple projects and tasks simultaneously</li> <li>Be truly customer service and people focused</li> <li>ITIL certified preferred</li> <li>Flexibility to work different shifts</li> </ul>
Responsibilities: <ul> <li>Act as escalation point for all requests and incidents. Develop a mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.</li> <li>Lead the team to ensure the effective resolution of customer service requests, incidents, calls and interactions while always maintaining a high level of customer satisfaction.</li> <li>Contribute to and deliver improvements of processes and controls within the team, adopting ITIL best practices where possible.</li> <li>Focal point for customer engagement and user support to BCBSM. Be the Single Point of Contact for communicating to all stakeholders during the life of an incident.</li> <li>Build relationships with stakeholders to enable proactive decision making and seamless customer experiences</li> <li>Analyze performance of Helpdesk activities and documented resolutions, identify problem areas and develop practices to prevent future problems</li> <li>Manage all procedures related to identification, prioritization, and resolution of incidents and requests, including the monitoring, tracking and coordination of Helpdesk functions</li> <li>Perform Tier 1 and Tier 2 support to the business, leading by example; coach and mentor best practices that improves responsiveness; oversee Helpdesk technology deployment, installation, configuration tasks activities.</li> <li>At least 8 Years of Experience in IT Helpdesk Operations or IT Customer Service and at least 5 Years of Experience in Helpdesk Management or IT Customer Service Management</li> <li>Strong command of IT Service Management methodologies and demonstrated experience in creating processes that incorporate those guidelines</li> <li>Ability to manage multiple projects and tasks simultaneously with competing deadlines in a fast-paced and dynamic environment</li> <li>Demonstrate ability to communicate clearly and concisely, both orally and in writing. Answers questions clearly and correctly.</li> <li>Be truly customer service and people focused</li> <li>Ability to achieve successful outcomes through the handling of difficult situations and customers</li> <li>Flexibility to work different shifts and have on-call availability as needed and scheduled. Some travel may be required up to 10%</li> <li>ITIL certified preferred Corporate Requirements: Plan, organize, direct and control, and lead assigned functional area and ensure its alignment with business objectives. Operate within broad objectives to ensure optimum utilization of capital, staffing and equipment. Oversee the development of corporate standards, technology architecture, technology evaluation and transfer.</li> <li>Manage the delivery of one or more IT service required supporting the IT strategy.</li> </ul>
Requirements: <strong>EDUCATION AND/OR EXPERIENCE</strong><br /> <ul> <li>Bachelor's degree in related field required.</li> <li>Seven (7) 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> <strong>OTHER SKILLS AND ABILITIES</strong><br /> <ul> <li>Decision making, critical and strategic thinking skills ability to achieve or exceed planned outcomes.</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>Demonstrated ability to launch and deliver a single IT project on time and within budget.</li> <li>Ability to work with a variety of individuals and groups in a collaborative manner.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> </ul>