Manager, Technical Support

Manager, Technical Support

29 Sep 2024
Hawaii, Hawaii, 96801 Hawaii USA

Manager, Technical Support

Vacancy expired!

Your Future Evolves HereNew Century Health (NCH) has been transforming the delivery of specialty care and driving radical cost and quality improvement across the member journey for patients with cancer and cardiovascular disease. As part of Evolent Health, we are on a bold mission to change the health of the nation by changing the way health care is delivered. Evolenteers make a difference wherever they are, whether it is at a medical center, in the office, or while working from home across 48 states. We empower you to work from where you work best, which makes juggling careers, families, and social lives so much easier. Through our recognition programs, we also highlight employees who live our values, give back to our communities each year, and are champions for bringing their whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.Why We’re Worth the Application:We continue to grow year over year.

Recognized as a leader in driving important diversity, equity, and inclusion (DE&I) efforts (https://www.evolenthealth.com/diversity) .

Achieved a 100% score two years in a row on the Human Rights Campaign's Corporate Equality Index making us a best place to work for LGBTQ+ equality.

Named to Parity.org’s 2020 list of the best companies for women to advance (https://www.evolenthealth.com/about-us/press-releases/8579/evolent-health-named-to-parity.org%E2%80%99s-best-companies-for-women-to-advance-list-2021) .

Continued to prioritize the employee experience and achieved an 87% overall engagement score on our last employee survey.

Published an annual DE&I report (https://dev.evolenthealth.com/sites/default/files-public/Evolent%20Health%202020%20DE%26I%20Annual%20Report.pdf) to share our progress on how we’re building an equitable workplace.

What You’ll Be Doing:New Century Health is looking for an experienced Manager of Technical Support to lead and scale our growing support organization. The Technical Support leader will work with internal and external customers to escalate and solve complex, high priority issues with the highest standard of customer service.The ideal candidate is organized, data driven, and excels at communication. We are looking for a proven support leader with a technical background, a track history of building high performing teams, and an ability to effectively communicate technical solutions to non-technical audiences.The right candidate has experience building up and coaching small teams and hardwiring effective processes within a fast-paced, high-growth organization. This leader will be expected to recommend metrics for measuring support team productivity and bring data driven recommendations to the Product and Engineering teams for how to improve system reliability and performance.This role offers a unique opportunity for an experienced and entrepreneurial Technical Support manager to select and refine the tools, processes, and organization that will become a critical enterprise-wide capability.What You’ll Be Doing:Managing and coaching a team of technical support professionals dedicated to resolving customer requests, incidents, and problems

Overseeing and coordinating urgent and complicated support issues. Acting as an escalation point for all requests and incidents from stakeholder or stakeholder facing teams

Developing and enforcing a ticket escalation processes to ensure free flowing information within the organization and timely resolution of customer issues

Partnering with support analysts, IT, and engineering to determine root cause of complex issues and communicate resolution or escalation steps appropriately to internal and external customers

Providing data and reporting of KPI’s and Technical Service ticking trends to leadership weekly, monthly, and as needed

Working to make the Application Support ticketing system the single source of escalation for stakeholder issues with enterprise applications

Monitoring and managing the queue of support incidents to meet or exceed internal and external SLAs

Overseeing the technical support documentation repository and ensuring resolution results documented for future use

Managing the process for communicating outage/emergency activities to the organization

The Experience We Prefer:Bachelor’s degree

Minimum of 5+ years of experience leading a technical support team, call center or equivalent

5+ years of experience in a management or supervisory role

3+ years of experience working in healthcare and HIPAA protected environments with the confidence to manage protected healthcare data with the highest level of care and security

Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture

Experience with service ticketing/tracking systems (e.g., Jira, Salesforce, ServiceNow) and Confluence (or similar knowledge base collaboration tools)

Proven track record leading support teams and creating processes that lead to an efficient customer support organization

Excellent customer service skills that build high levels of customer satisfaction for internal and external clients

Willingness to share relevant technical and/or industry knowledge and expertise to non-technical team members

Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills

Technical Requirements:Currently, Evolent employees work remotely temporarily due to COVID-19. As such, we require that all employees have the following technical capability at their home: High speed internet over 10 Mbps, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.Evolent Health is committed to the safety and wellbeing of all its employees, partners and patients and complies with all applicable local, state, and national law regarding COVID health and vaccination requirements. Evolent expects all employees to also comply. We currently require all employees who may voluntarily return to our Evolent offices to be vaccinated and invite all employees regardless of vaccination status to remain working from home.Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.Compensation Range: The minimum salary for this position is $120,000, plus benefits. Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts.

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Job Details

  • ID
    JC46096123
  • State
  • City
  • Full-time
  • Salary
    N/A
  • Hiring Company
    Evolent Health
  • Date
    2022-09-30
  • Deadline
    2022-11-28
  • Category

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