• Job Description

  Req#: JR739

  HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today.

  The Service Desk Manager is responsible for providing day to day oversight of the Tech support team and asset management specialist. They will work collaboratively with both the IT team and business partners and provide set up for users, install, upgrade, and troubleshoot servers, PC's and printers. This role will work closely with the IT leadership to identify cost savings, proactively identifying areas for improvement, and ensuring policies and processes are documented and current.

  Supervisory Responsibilities:

  • Direct responsibility for help desk support team and asset management

  Duties/Responsibilities:

  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Install, upgrade, and troubleshoot servers, PC’s and printers; offer suggestions for possible upgrades and changes within the IT department
  • Review and revise standard equipment configuration policies in support of asset management
  • Coordinate with management in utilizing the asset management tools to analyze, review and track asset data
  • Identify cost saving opportunities for renewals, software licensing, and services
  • Assist in building and maintaining internal technical documentation, manuals, policies, and processes
  • Configure and maintain SLA, catalog items and their associated workflows
  • General support, administration, and maintenance of ServiceNow platform and associated applications
  • Work closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices
  • Diagnose and solve hardware/software faults; troubleshoot systems to determine technical issues
  • Communicate with computer users to determine the nature of any problems they encounter
  • Assign duties and responsibilities and oversee workflow of project staff and help desk support team, managing daily operations of IT department
  • Establish and implement project communication plans, providing status updates to affected staff and stakeholders
  • Collect, analyze, and summarize information and trends as needed to prepare project status reports
  • Develop new strategies and IT procedures to increase efficiency
  • Create and attend training meetings for Tier I and Tier II teams
  • Perform other related duties as assigned

  Required Skills/Abilities:

  • High School or equivalent
  • 5 + years of Help Desk/Tech Support experience
  • Two + years of leadership experience leading a team
  • Knowledge of Windows and MS office
  • In-depth knowledge of hardware and software
  • Up-to-date knowledge of the latest IT and software trends
  • Strong troubleshooting skills
  • Excellent written and verbal communications
  • Ability to be collaborative with teams across the organization
  • Demonstrates a can-do positive attitude
  • Excel in a fast-paced demanding environment
  • Availability for after-hours support as needed

  Preferred Skills/Abilities:

  • Bachelor’s degree in related field
  • Active directory knowledge
  • Comp TIA A+, MCSA or equivalent certification

  Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
  • Must be able to lift 15-20lbs. on a regular basis

  
  Equal Employment Opportunity (EEO) is a fundamental principle at HPOne, where employment is based upon personal capabilities and qualifications. HPOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HPOne requires the necessary drug testing and background checks as part of our pre-employment practices.

  Our centers are consistent with CDC guidelines and align with local government orders pertaining to all Company physical locations in relation to COVID-19.

  Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at accommodations@hpone.com

• About the company

  HealthPlanOne partners with all major carriers selling health insurance and Medicare plans to get you the best coverage for your unique needs and budget.

Notice