Resp & Qualifications

Position Description

CareFirst is seeking a qualified individual to join its Information Technology Team and lead our End User Support function. This is an opportunity for the right person to help CareFirst establish a state-of-the-art, world-class Support Center. End User Support provides a broad range of services to the organization covering traditional service desk, desktop support and troubleshooting, hardware and software installation and configuration, phone system and video conferencing support, and working with vendors. The role involves leading a team of professionals with heavy user interaction at all levels. Excellent communication, interpersonal, and leadership skills are critical.

The traditional service desk and desktop support services for CareFirst are delivered through a managed services agreement. Other capabilities within End User Services are delivered through the End User Services manager and include hardware asset management functions, deployment and receiving of hardware for associate onboarding and break-fix returns, and other end user services requiring end user technology support.

The ideal candidate will have a broad range of skills that include solid technical expertise with excellent people skills, managed services skills and is a solid team player. The supported technologies would range from desktop computing, networking, infrastructure, and phone/video systems to conference room automation tools.

Job Responsibilities

• Provide leadership and guidance to the End User Support Team, ensuring professionalism and responsiveness, and that the right skillsets are in place.
• Oversee the managed Service Desk and Desktop Support service to ensure quality of service.
• Institute a program of continuous improvement. Work closely with the Service Desk and Desktop Support service and the internal support team to develop SLAs, KPIs and the metrics and benchmarks to measure against.
• Identify areas of focus and techniques to improve service quality and reduce the overall number of requests. Identify opportunities to enable end users to become more self-sufficient.
• Establish strong working relationships across the business and within IT.
• Help the other IT teams identify opportunities to improve their service and reliability of systems.
• Establish and document policies and procedures relevant to the function.

Qualifications

• 5+ years IT experience with a heavy focus on end user support.
• Ability to demonstrate a track record of leading a world-class support center.
• Strong, diverse technical skills, especially in the areas related to desktop computing and voice & video.
• Strong analytic and problem-solving skills across a range of technologies such as MS Windows, Linux, and a solid working knowledge of Microsoft Office.
• Experience managing/leading teams.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work effectively under pressure and to tight deadlines.
• Willingness to take ownership and accountability.
• ITIL certification, MCSA, other relevant certifications, and a working knowledge of ServiceNow are each strong pluses.

Department

Department: Operations Support Services

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship.

#LI-MK1