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Manager, Information Technology Support

Company: Centene
Location: Rancho Cordova
Posted on: July 15, 2019

Job Description:

Manager, Information Technology Support (Service Desk) Position Purpose: - Plan and direct daily activities of service desk team to ensure users' technical issues are identified, prioritized, researched, and resolved efficiently - Plan, prioritize, and schedule service desk activities to ensure continuity of service - Write and implement technical guides to assist support specialists to resolve basic issues and understand common workflows - Analyze service desk inquiries to identify recurring user problems, recommend solutions, identify areas where service can be improved, and establish improvement plans - Evaluate and implement policies and procedures regarding how user inquiries are identified, received, documented, distributed, and corrected - Train, coach and mentor staff (career development) - Communicate on a daily basis to staff when messages are received from other departments/teams (issues, upcoming events, etc.) - Responsible for ensuring staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks and that standards and processes are followed to provide effective customer service. - Understand that you as the manager are responsible for monitoring call intake per staff and work with individual staff in low percentile. - Ensure our customers' expectations are met or exceeded. - Following adherence policies for staff and recording properly. - Monitor on a daily basis communication from our customers and address appropriately as needed. - Participate in departmental meetings. - Be open to change and participate in new implementations to Centene. - Meet bi-weekly with teams. - Conduct 1-1 with each staff member monthly. - Other duties as assigned Education/Experience: - Bachelor's degree in Information Technology or related field or equivalent experience. - 5+ years of Information Technology support experience. Preferred Skills: - 5+ years of Customer Service and Information Technology support experience. License/Certification: - ITIL certification preferred.Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Information Technology USA-California-Rancho Cordova Corporate Full-time

Keywords: Centene, Sacramento , Manager, Information Technology Support, Executive , Rancho Cordova, California

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