Technical Support Lead

Bloom • Bloomington, IN

3h • Hybrid

About The Position

Bloom, the insurance industry’s trusted growth partner, is looking for a
talented, disciplined, and self-motivated technical support lead with deep
experience building and operating an efficient technical support organization.

We are a leading SaaS provider in the healthcare industry that continues to grow
as the demand for healthcare services continues to increase. This is an
exciting role where ideal candidates will have experience working in a health
care environment with some familiarity with HIPAA, HITRUST, and related security
requirements. Additionally, this position will operate part-time in our
Bloomington, Indiana facility to oversee the equipment distribution hub for the
company with broad schedule flexibility.

This role will have autonomy to refine the processes, systems, and procedures to
achieve operational efficiency of our technical support group. The successful
candidate will measure what matters and uses metrics to drive continuous
improvement of our technical support operations.

This role will have the responsibility of improving legacy processes to achieve
a world-class onboarding and offboarding experience for team members, including
effective equipment recovery and problem resolution. We are seeking a candidate
well-versed in ITIL and ITSM tools with the discipline and experience to prevent
issues and proactively address upcoming bottlenecks.

Requirements

• Bachelor’s degree in information systems, Computer Science, Engineering, or a related technical field, or a minimum of four (4) years of experience in lieu of degree.
• 5+ years of professional experience working as a technical support analyst or lead with demonstrated thought-leadership in the areas of process improvement, onboarding excellence, and inventory management.
• Servant-leader qualities with a desire to enhance the work experience for others. Our team is providing a service to employees, and a strong desire to achieve excellence in that service-oriented role will be an area of focus during interviewing.
• Must have deep experience with Windows, M365, MacOS, and familiarity with AWS/Azure.
• Demonstrated expertise with inventory management, asset management, and technical support leadership, including designing workflows, metrics, and controls to guide accurate and consistent delivery of technical support to end users.
• Strong problem-solving abilities, with the capability to diagnose and resolve process issues and workflow bottlenecks.
• Familiarity with compliance standards, documentation requirements, and security best practices.
• Has good organizational and interpersonal skills and broad experience interacting successfully with technical and non-technical audiences.
• Demonstrated ability to thrive working independently or as part of a team with strong software and network troubleshooting skills.

Responsibilities

• Evaluate, redesign, and continuously refine all processes, systems, and procedures that govern technical support operations, ensuring alignment with organizational goals and industry best practices
• Establish and maintain a metrics-driven operating model by defining, measuring, and reporting on key performance indicators that reflect service quality, team efficiency, and employee satisfaction
• Leverage data analytics and reporting tools to identify trends, uncover root causes, and implement targeted improvements across all support functions
• Direct and monitor daily technical support operations to ensure adherence to service level agreements (SLAs), response standards, employee satisfaction, and quality objectives
• Design and implement scalable support processes, escalation protocols, and workflow efficiencies that enhance service delivery and align with best practices
• Manage day-to-day support operations for company including assignment, resolution, and management of support tickets in queue.
• Design and implement service level agreements and supporting systems to deliver a seamless, high-quality onboarding and offboarding experience for all employees
• Own the technical onboarding journey end-to-end, creating a world-class first-day experience characterized by consistency, preparedness, and attention to detail
• Develop standardized workflows and checklists that ensure every new hire is equipped, provisioned, and productive from day one
• Lead the creation and maintenance of comprehensive runbooks, playbooks, and troubleshooting guides that enable faster incident resolution and reduce employee downtime
• Build and curate a self-help knowledge base that empowers employees to resolve common issues independently, improving satisfaction while reducing ticket volume
• Evaluate existing systems and implement an improved endpoint standardization framework using Microsoft InTune, AutoPilot, Jamf, and related deployment tools to minimize configuration variability and ensure consistent device experiences across the organization
• Provide expert-level support for a hybrid workforce operating across Windows, macOS, and Linux environments, maintaining deep technical proficiency in each platform
• Maintain current knowledge of healthcare-related security frameworks, regulatory requirements, and industry controls, including HITRUST, HIPAA, and SOC 2
• Ensure all technical support processes, tools, and documentation align with organizational security policies and compliance obligations
• Model thought leadership by actively championing company policies, procedures, and cultural values in all interactions
• Foster a culture of continuous improvement, accountability, and service excellence within the technical support organization

Benefits

• Bloom operates with a people-first culture, which means listening to our employees to provide the benefits that mean the most to them. Our competitive compensation, comprehensive health coverage, long-term growth opportunities, and remote work environment are among the reasons that many of our employees have been with us since the beginning of our business. BeBloom™, our proprietary employee training and engagement program, helps you learn our business model and immerse yourself in everything our culture offers from day 1. From virtual live events to mentorship and leadership programs and employee-led councils, there are countless opportunities to get involved, build connections, and share your voice – because at Bloom, the real you belongs here.

What This Job Offers

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