Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.Job Posting TitleDay Shift Service Desk Supervisor - RemoteJob DescriptionThe Day Shift Service Desk Supervisor is responsible for serving as advanced level support and escalation point to our IT users and provide training and performance feedback to the Service Desk staff. This role is responsible for being the single point of contact for both internal and external users of Prime’s IT services.Responsibilities
Provide oversight, development, and coaching to the service desk personnel and service desk services
Conduct performance reviews, monthly check-ins, and make progress toward departmental goals for Service Desk staff
Resolve more complex user’s incidents or questions as an internal escalation point
Resolve advanced work orders
Documentation and management of related Knowledge Bases
Identify and implement improvement and expansion of our service and staff
Document and report on metrics and service levels
Other duties as assigned
Minimum Qualifications
Associate’s degree in IT or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required
3 years of Service Desk work experience
Must be eligible to work in the United States without need for work visa or residency sponsorship
Additional Qualifications
Positive leadership skills
Adapts well in high stress and changing environment
Excellent customer service and communication skills
Strong problem analysis and trouble shooting skills
ServiceNow
Preferred Qualifications
Previous hands on management/leadership experience
Ticket tracking system experience
Position Requirements
Ability to work a flexible schedule including weekends, holidays, overtime, on-call, and shifts outside of Prime’s core business hours of 9:00 a.m. to 3:00 p.m.
Ability to work in environment with frequent noise and distractions in close proximity with others
Constantly required to sit, use hands to handle or feel, talk and hear
Frequently required to reach with hands and arms
Occasionally required to stand, walk and stoop, kneel, and crouch
Occasionally required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
Reporting Structure
This role reports to a Manager in the Information Technology department
Potential pay for this position ranges from $68,700.00 - $102,700.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page (https://www.primetherapeutics.com/careers/benefits/) and click on the "Benefits at a glance" button for more detail.Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, family status, national origin, age, disability, veteran status, or any other legally protected class under federal, state, or local law.Positions will be posted for a minimum of five consecutive workdays.Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email Careers@primetherapeutics.com.
