Director IT User Services

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.<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 />Learn more about your options as an external candidate. <a href="" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions.

keywords: culture,strategy,develop,project management,provide,management,leadership,analysis,experience,communication,knowledge,technical,leadership,degree


Competitive Compensation and Benefits Package

Overview: Responsible for defining the strategy and direction for 24 x 7 enterprise end-user service desk support, which includes leadership of multi-location service desk teams, incident, fulfillment, and problem functions, as well as vendor management of outsourced provider. Instill a culture of accountability, build relationships and implement an enterprise support model with standard operating procedures to ensure consistent delivery across all areas of support and tools.
Responsibilities: <ul><li>Motivate lead and direct staff towards reaching common company and departmental goals.</li><li>Encourage and promote teamwork. Focus on continuous improvement and development of staff to ensure technical and customer service excellence.</li><li>Communicate in a timely manner with customers, staff and peers.</li><li>Develop, manage, measure and report on key department Service Level Agreements and operational Key Program Indicators.</li><li>Act as a change agent to implement and manage quality improvement processes. Manage resources effectively against call arrival patterns and trending call volume; Foster relationships with key customers, infrastructure teams and end users becoming a champion of end-user satisfaction.</li><li>Lead incident, fulfillment, and problem management activities. Provide support, guidance and continuous improvement solutions related to severity notifications including communication, outage management.</li><li>Leverage Service Desk best practices and process frameworks to drive continual improvement, including strong end user orientation and develop and implement quality monitoring function include 360 feedback for both agent level as well as training opportunities.</li><li>Revamp and formalize structured new hire training as well as refresher training based on quality monitoring results. </li><li>Review and make recommendations on knowledge management system/content to ensure service desk agents correct information to resolve issues.</li><li>Serve as Service Desk Subject Matter Expert collaborating with Project Management and/or Business Relationship Managers for various projects and new business. </li></ul>
Requirements: <ul><li>Bachelor’s degree in Information Technology, Computer Science, Business or related field required. </li><li>Ten (10) years of experience leading technology teams. </li><li>Demonstrated experience managing a team of customer service professionals. </li><li>Experience with help desk ticketing systems and customer service workflow. </li><li>Strong understanding of technical troubleshooting methodology. </li><li>Ability to facilitate problem-solving among administrative groups with varying needs and priorities, and to communicate well with administrative users, technical staff, and senior management. </li><li>Knowledge of applicable laws, guidelines or regulations as they relate to information technology. </li><li>Strong leadership, coaching and mentoring skills. </li><li>Excellent oral, written, and interpersonal communication and presentation skills across organizational boundaries. </li><li>Ability to work with a range of technical staff to develop joint solutions. </li><li>Distinct customer service outlook. </li><li>Proven track record of being results-oriented with demonstrated achievement of meeting aggressive goals and tight timelines. </li><li>Exceptional communication skills, including the ability to gather relevant data and information, actively listen, dialogue freely, verbalize ideas effectively, negotiate tense situations successfully, and manage and resolve conflict. </li><li>Proven presentation and facilitation skills. </li></ul>