Manager Enterprise Support Center

Cambia Health Solutions • Renton, WA

4d • Hybrid

About The Position

Every day, Cambia’s Managers are living our mission to make health care easier and lives better. As a member of the IT & AI Management team, the Manager, Service Desk plans, manages, and sets priorities that are corporate or divisional in scope and directly impact the corporation's ability to improve and maintain productivity and meet corporate objectives. This role is responsible for providing leadership for the Support Center team to ensure that work is being done in a manner which thoroughly and efficiently addresses corporate technology support needs.

Requirements

• Bachelor's degree in Information Systems, Computer Science or Business and a minimum of five years of work related experience.
• In lieu of the college degree, a minimum of eight years of relevant work experience in the information systems field, plus a minimum of four years in a leadership or management position.
• Six years of combined technology and/or Help Desk industry experience.
• This will include four years of progressively responsible leadership experience in managing production and operations support team.
• Ability to organize and direct the Cambia wide Network Operations Center (NOC).
• In-depth knowledge of all aspects of information technology, procedures, security administration, and Problem Management practices.
• Wide breadth of technical knowledge to include but not limited to Microsoft Windows, Outlook, and various security administration.
• Demonstrated ability to lead individuals, peers and business teams in a collaborative environment.
• Demonstrated ability to analyze and provide innovative solutions for complex technical problems.
• Demonstrated ability to set industry leading standards of work ethic, job dedication, productivity and professionalism for individuals, peers and business teams.
• Ability to present and communicate highly technical concepts and make recommendations verbally and in writing to all levels of the organization.
• Excellent negotiation abilities with customers, vendors and peers.
• Good knowledge of finance/budget principles and practices.
• Strong project management skills with experience in organizing, planning, and executing projects from vision through implementation involving internal personnel, contractors and vendors and the ability to analyze project needs and determine resources needed to meet objectives.
• Strong skills in troubleshooting technical issues, problem analysis and problem resolution.
• Solid knowledge of the healthcare industry.
• Demonstrated customer service skills
• Ability to negotiate for competing resources and to generate consensus among multiple priorities.
• Up to 25 staff report to this position.

Nice To Haves

• Preference will be given to current employees and candidates who reside within a commutable distance from our Salt Lake City, Boise, Fargo and Lewiston offices or who are willing to relocate.

Responsibilities

• Responsible for the efficient and effective execution of all IT support processes
• Manage complex projects, provide detailed analysis, and communicate problem resolution efforts while effectively forecasting the necessary resources to complete projects within scope, timeline and budget.
• Key contributor and active member of the SWAT Team process of problem identification and resolution during critical outages and disaster recovery procedures.
• Provides input and recommendations regarding business continuance issues and improvements to the operations of systems and processes supported.
• Contributes to the daily operation and assists in the development and continuous improvement of the strategic direction of the Information Technology Infrastructure Organization
• Responsible for effective communication and cooperation between the Support Center and other IT support groups.
• Work with other members of DTS to implement and improve ITIL service management processes such as Change Management, Configuration Management, Problem Management, Incident Management, etc."
• Provide leadership and mentoring.
• Coordinate all projects and efforts with other work groups and ensure projects are completed on timely basis.
• Position Cambia through the innovative use of information technology to handle the peak operation and quick response requirements of the business.
• Construct and administer programs and procedures to ensure standardization and reliability through the use of technology, as it relates to capacity planning and performance tuning.
• Ensure systems are employed for continuous service improvement including the implementation of systematic approaches necessary to avoid recurring problems.
• Manage compliance of contracts and service levels for customers and vendors.
• Contributes to the daily operation and assists in the development and continuous improvement of the strategic direction of the Information Technology Infrastructure Organization.
• Provides regular monitoring and measurement, so the service DTS provides to internal and external customers is effective, efficient, and highly valued by the business.
• Uses her/his perspective, experience, and broad level of knowledge to accurately anticipate future consequences and trends.
• Paints credible pictures and visions of possibilities and likelihood for DTS management, associates and customers.
• Meets regularly with business management to listen, understand, address key issues, and educate them about their team services, capabilities, and value.
• Seeks out information from customers and uses it for improvements in products and services.
• Collects/maintains statistical data, identifies/analyzes problem trends and recommends pro-active solutions.
• Work closely with other supervisors and facilities management in the data processing area to coordinate changes in the computer environment.
• Work closely with Disaster Recovery (testing, backups, standards, etc)
• Oversees the establishment and maintenance of service level agreements to meet business requirements.
• Responsible for aligning tactical support resources with organizational strategy.
• Develops and manages budget of assigned cost center(s).
• Manages staff members in multiple geographic locations.
• Ensure timely resolution of problems within the scope of the assignment.
• Accountable for adherence to all security, safety and emergency procedures within the department.

Benefits

• Medical, dental and vision coverage for employees and their eligible family members, including mental health benefits.
• Annual employer contribution to a health savings account.
• Generous paid time off varying by role and tenure in addition to 10 company-paid holidays.
• Market-leading retirement plan including a company match on employee 401(k) contributions, with a potential discretionary contribution based on company performance (no vesting period).
• Up to 12 weeks of paid parental time off (eligibility requires 12 months of continuous service with Cambia immediately preceding leave).
• Award-winning wellness programs that reward you for participation.
• Employee Assistance Fund for those in need.
• Commute and parking benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager