Help Desk Team Leader
PacificSource Health Plans - Springfield, OR

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Overview:
Supervise and provide guidance to the Help Desk team to ensure users are receiving timely and appropriate assistance. Implement and support team goals
as well as develop, lead, and motivate the Help Desk team to deliver a high level of service with outstanding customer satisfaction
within the organization. Ensure the team meets their goals and expectations by following up with users and monitoring the Help Desk ticketing
system, ensuring issues are being followed through to completion. Responsible for hiring, training, coaching, counseling, and evaluating team member
performance. Provide the necessary training and tools for overall success of the team. Demonstrate effective
leadership to improve individual performance, develop teamwork, team support, manage change and encourage innovation and collaborative relationships.

Responsibilities:
Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees. Provide feedback, including regular one-on-ones and performance evaluations, for direct reports.
Assist with process improvement and work with other departments to improve interdepartmental processes. Utilize lean methodologies for continuous improvement. Utilize visual boards and daily huddles to monitor key performance indicators and identify improvement opportunities.
Ensure an efficient escalation of issues between various Help Desk and Network Administrator staff where necessary only.
Establish and enforce Help Desk service levels agreement in consultation with end users to establish expectations for timeframes of problem resolution.
Analyze performance of team activities and documented resolutions, identify problem areas, devise and execute solutions to enhance quality of service and to prevent future problems.
Conduct annual performance reviews of Help Desk team, identify areas for improvement and acknowledge and promote team success through team and/or individual one-on-one engagements.
Collaborate with other departments (ie: Customer Service, Regional Offices, etc), to ensure
user expectations are being met.
Conduct research on emerging products, services, protocol and standards in support of help desk infrastructure and development efforts based on industry standard.
Liaise with vendors in the procurement of new systems (hardware, software, etc) oversee installation and resolve adaptation issues (Microsoft Office applications, Footprint, Facets, etc), as they relate to our Help Desk ticketing system and the function of Help Desk team.
Create and maintain a training program for increased business, customer service and technical knowledge of the team.
Resolve escalated customer and vendor issues.
Manage Help Desk resources to maintain a high level of employee morale within the team while fostering an environment of accountability for the individual and team efforts, as per defined procedures and service levels.
Oversee the planning and forecasting of new hardware and software while maintaining an accurate asset inventory tracking of these systems/applications.
Work with other team members to ensure Pacificsource software licenses are up-to-date and accurate.
Monitor and test fixes to ensure problems have been adequately resolved.
Track and analyze trends in Help Desk requests and generate statistical reports, end of month metrics and lead discussion’s to address all outstanding issues (30 Day Help Desk review, etc).
Identify, recommend, develop and implement end user training program to increase
computer literacy and self-sufficiency.
Oversee the development, implementation, and administration of Help Desk team training,
policy and procedures.
Coordinate business activities by maintaining collaborative partnerships with key departments.
Actively participate as a key team member in department meetings.
Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy.
Create and maintain a training program for increased business, customer service and technical knowledge of the team.

Supporting Responsibilities:
Communicate changes in business processes and procedures to internal and external customers accurately and timely.
Assist Network Staff as needed.
Meet department and company performance and attendance expectations.
Follow the PacificSource privacy policy and HIPAA laws and regulations concerning
confidentiality and security of protected health information.
Perform other duties as assigned.

Qualifications:
Work Experience: Minimum of three years of senior-level help desk,senior technical support experience in a help desk environment. Prior supervisory/team lead experience preferred. Thorough knowledge of Help Desk IT best practices, industry trends and customer service a must. Experience implementing methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships necessary.

Education, Certificates, Licenses: AS or AA degree in computer science or equivalent education and work experience.

Knowledge: Proven initiative, good judgment, and ability to achieve results; able to successfully handle multiple projects, meet deadlines, and mange resources. Excellent leadership skills and experience managing multidisciplinary, high-performance teams, developing and implementing new technology and processes. Experience with Key Performance Indicators (KPI) and meeting Service Level Agreements. Expert knowledge of Microsoft applications including, but not limited to, Word, Excel, Outlook, PowerPoint and Access. Knowledge of help desk in a similar environment/ticketing system, working knowledge of TCP/IP, DNS, active directory and internet connectivity.

Competencies
Our Values
Building Trust
Building a Successful Team
Aligning Performance for Success
Building Strategic Work Relationships
Continuous Improvement
Facilitating Change
Leveraging Diversity
Driving for Results
Building Customer Loyalty
Decision Making

We are committed to doing the right thing.
We are one team working toward a common goal.
We are each responsible for customer service.
We practice open communication at all levels of the company to foster individual, team and company growth.
We actively participate in efforts to improve our many communities-internally and externally.
We encourage creativity, innovation, and the pursuit of excellence.

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 20% of the time.

Physical Requirements: Ability to move equipment weighing up to 50 pounds occasionally.This position requires the ability to work with equipment and wiring at table-top, floor, and ceiling level. Ability to communicate clearly using a voice telephone required. Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

PacificSource is an equal opportunity and affirmative action employer.

PacificSource Health Plans - 21 months ago - save job - copy to clipboard - block
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About this company
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PacificSource Health Plans is anything but a typical health plan. We’re a growing, independent, not-for-profit organization with a...