Service Desk Manager
About The Position
Leads day-to-day contact center and service desk operations, including phones, email, chat, self-service, ticket triage, issue resolution, escalation, customer communication, queue management, policy and process adherence, and operational performance monitoring. Manages service delivery for Client users and stakeholders across healthcare systems such as QHP, HIOS, MQI, Eligibility and Enrollment, RxDC, EDE, and other applications. Ensures the operation can process 150,000+ annual tickets, support 8 a.m.–8 p.m. Monday through Friday operations, provide coverage for designated Open Enrollment weekends, and respond to at least two annual surges.
Requirements
- Leads day-to-day contact center and service desk operations, including phones, email, chat, self-service, ticket triage, issue resolution, escalation, customer communication, queue management, policy and process adherence, and operational performance monitoring.
- Manages service delivery for Client users and stakeholders across healthcare systems such as QHP, HIOS, MQI, Eligibility and Enrollment, RxDC, EDE, and other applications.
- Ensures the operation can process 150,000+ annual tickets, support 8 a.m.–8 p.m. Monday through Friday operations, provide coverage for designated Open Enrollment weekends, and respond to at least two annual surges.
Responsibilities
- Lead Tier I/Tier II service desk operation/Contact Center for 150,000+ annual ticket volume
- Manage ServiceNow incident/case management, assignment groups, queues, and SLAs
- Oversee NICE CXone ACD/IVR, call routing, queue monitoring, and workforce support
- Develop and maintain SOPs, escalation procedures, and knowledge base articles
- Monitor aging tickets, first-time resolution rates, and repeat-contact reduction
- Coordinate with application teams for QHP, HIOS, MQI, EDE, RxDC, and E&E systems
- Manage surge staffing and extended hours coverage during Open Enrollment
- Workforce planning and staffing management
- Drive continuous improvement in customer satisfaction and operational efficiency
- Omnichannel/Multi-modal support management in a complex environment
- Policy and Program management
- Drive and maintain a positive program culture
- Assist with defining business requirements and enhancements
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
