Excellus Health Plan Inc.
Team Leader EIT Help Desk - 002807 (Sales)
This position manages, plans, and evaluates the work of Help Desk personnel in the development and support of infrastructure through problem resolution. The Team Leader communicates with users on problem and incident determination. Reviews in-progress and completed work for completeness, quality, and adherence to standards. The Team Leader assists in interviewing, selecting, training and coaching Help Desk personnel. This area provides on-call support 24x7x365 during both core and non-core hours including nights, weekends and holidays.
Essential Responsibilities/Accountabilities:
· Directs and supervises the Help Desk staff on day-to-day activities.
· Assists in the interviews, selection, and training of Help Desk personnel. Evaluates and appraises performance and makes recommendations for merit increases and career advancements.
· Coaches' department staff on streamlining operational efficiency and encourage career development.
· Manages Help Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work, and time allotted for holidays and time off.
· Reviews work and project related requests and consults with executive sponsors, requesters, and user representatives to clarify intent, discuss problematic areas, and consider alternate solutions.
· Develops performance measurements framework and facilitates a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
· Ensures established Service Level Agreements (SLA's) and metrics meet or exceed the department guidelines. Provides metric reporting regularly to the department and leadership.
· Investigates technology matters of significance, recommends, and implements appropriate course of action.
· Facilitates customer relationship and satisfaction while ensuring adherence to company policies and processes.
· Works closely with IPCM (Incident Problem Change Management) to drive RCA and efficiencies.
· Communicates with Health Plan and Subsidiaries for resolution of system problem situations.
· Models the Lifetime Way behaviors and values on a consistent basis and promotes these behaviors to the division. This includes focusing on leadership development to ensure we are hiring, developing, and retaining leaders to deliver operational excellence.
· Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
· Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are in compliance with these requirements.
· Conducts periodic staff meetings to include timely distribution and education related to departmental and Ethics/Compliance information.
· · Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
· Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
· Regular and reliable attendance is expected and required.
· Performs other functions as assigned by management.
Minimum Qualifications:
· Bachelor's degree in Computer Science, Information Technology or relevant field and a minimum of three (3) years related work experience, one (1) of which is in a defined leadership role. In lieu of a degree, nine (9) years of cumulative related experience.
· Expertise in client/customer relations, customer and results oriented.
· Expertise in relevant infrastructure, operations, desktop and remote technologies.
· Strong analytical, diagnostic, and problem-solving abilities.
· Strong project planning and project management.
· Strong written and oral communication skills.
· On-call 24x7.
· Ability to verbally communicate.
· Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.
· Must be able to travel across the enterprise.
· Ability to work in a home office for continuous periods of time for business continuity.
Physical Requirements:
· Ability to complete work in a traditional office environment under fluorescent lighting.
· Ability to verbally communicate.
· Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.
· Must be able to travel across the enterprise.
· Ability to work in a home office for continuous periods of time for business continuity.
************
The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.
Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.
OUR COMPANY CULTURE:
Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.
In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.
Equal Opportunity Employer
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Supervisor