This position is responsible for leading the daily operations of the Service Center technical support team to meet organizational needs and in compliance with state and federal requirements. Primary responsibilities include technical and employee supervision, planning, and communications.

Technical Supervision

• Supervise daily operations of the technical support team, such as call performance, work management, and daily operational processes, with emphasis on exceptional customer experience.
• Approve staff scheduling and work assignments and coordinate coverage during times of absences and increased workload.
• Oversee 24x7 on-call rotation for Service Center staff; serve as escalation point for Service Center staff.
• Ensure that daily operational processes are completed.
• Act as a technical escalation point for technical staff; provide technical support as needed.
• Work with the Service Center Manager to design, implement and maintain detailed written policies, processes, and standard operating procedures.
• Provide input into long-term IS planning.
• Coordinate the technical support team's communication with internal and external customers.

Employee Supervision

• Supervise team(s) and recommend team direction and goals in alignment with the organizational mission, vision, and values.
• Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens.
• Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations.
• Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff.
• Train, supervise, motivate, and coach employees; provide support toward employee development.
• Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making.
• Ensure team adheres to department and organizational standards, policies, and procedures.
• Evaluate employee performance and provide regular feedback to support success; recognizes strong performance and addresses performance gaps and accountability (corrective action).
• Perform supervisory tasks in collaboration with Human Resources as needed.

• Perform work in alignment with the organization's mission, vision and values.
• Support the organization's commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
• Strive to meet annual business goals in support of the organization's strategic goals.
• Adhere to the organization's policies, procedures and other relevant compliance needs.
• Perform other duties as needed.

Experience and/or Education

Required

• Minimum 5 years' experience in a technical support role, including 1 year at a senior technical support level

Preferred

• Demonstrated ITIL training and/or certification
• 1 year experience in managed care health insurance
• 1 years of experience leading or supervising End User Technical Support teams: to include Desktop to L3 employees.
• 1 years of practical experience effectively leveraging IT Service Management (ITSM) tools.
• Minimum 1 year experience in a supervisory, lead position or completion of CareOregon's Aspiring Leaders Program; lead roles should include regular assistance to a manager or supervisor in employee hiring, coaching, performance evaluation, and other supervisory tasks

Knowledge

• Working knowledge of end user facing technologies, including PCs, laptops, thin clients, tablets, phones, Macs, printers, and associated peripherals
• Working knowledge of Windows Active Directory administration, TCP/IP, Exchange, Microsoft productivity suites, and other similar software
• Understanding of service management, including associated tools and processes, and governance frameworks such as ITIL
• Knowledge about how the IS functions work and relate to one another
• Knowledge of computer programming concepts and practices

Skills and Abilities

• Strong basic computer applications skills (Access, PowerPoint, Excel, Word, and Outlook)
• Troubleshooting and root cause analysis skills in a technical/computing environment
• Strong analytical and research skills; able to see patterns in data and draw appropriate conclusions
• Ability to understand and adhere to licensing agreements
• Excellent communication skills, including listening, oral, written, and proofreading; ability to facilitate meetings and presentations
• Ability to clearly articulate policies, instructions, goals, and objectives
• Ability to convey appropriate level of detail effectively to all levels of the organization including non-technical staff and executive leadership
• Proactively and appropriately communicates status and needs
• Ability to effectively collaborate with internal and external customers, coworkers, staff, leaders, and executives across all departments
• Excellent ability to network and use internal and external resources
• Leadership skills, including the ability to train, coach, and supervise staff
• Ability to delegate and coordinate tasks for multiple people and projects
• Advanced ability to handle multiple and competing priorities and requests
• Excellent attention to detail, deadlines and organization
• Ability to proactively build and improve the team's quality, productivity, and customer service
• Excellent customer service skills
• Ability to see beyond the original request and proactively take next steps; employ "systems thinking"
• Ability to manage projects
• Ability to develop and manage processes
• Able to develop and implement solutions and communicate business value
• Possess a high degree of initiative, motivation, and professionalism
• Ability to maintain a positive attitude

• Ability to work effectively with diverse individuals and groups

• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day
• Ability to hear and speak clearly for at least 3-6 hours/day

• Ability to lift, carry, push, pull, reach, bend and/or pinch small objects for at least 1-3 hours/day

Working Conditions

Indoor/Office Community Facilities/Security Outdoor Exposure

Member/Patient Facing: No Telephonic In Person

Hazards: May include, but not limited to, physical and ergonomic hazards.

Equipment: General office equipment

Travel: May include occasional required or optional travel outside of the workplace; the employee's personal vehicle, local transit or other means of transportation may be used.

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.

Veterans are strongly encouraged to apply.

We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

Visa sponsorship is not available at this time.