CareFirst Careers

Help Desk Manager

This job posting is no longer active

Resp & Qualifications

Responsible for providing Customer Support for the Operations Center products and services. The Operations Center provides application systems, data services, and connectivity services. Responsible for technical management of the tier 1 24/7 Customer Support Center Team. Must have experience in leading production support teams in a multi-platform production environment, establishing standard operating procedures, defining management controls, and supporting internal and external customers. Position requires the ability to mentor highly skilled technical professionals and be able to lead process improvement initiatives. Participates in planning exercises with senior management and must be able to develop multi-year plans to manage the growing inventory of products and services. The incumbent prepares annual resource and budget plans for up to 13 associates and contractors.

PRINCIPAL ACCOUNTABILITIES: Under the general supervision of a Director the manager’s accountabilities include, but are not limited to, the following:

Manages day-to-day customer support activities for mission critical systems. Accountable for meeting service levels for system availability and performance. The incumbent manages customer support activities associated with multi-platform integration of legacy applications with new technologies and outside vendors. The technologies supported include mainframe COBOL, CICS, Java, J2EE, Web Services, DB2, IBM MQ and Pega. Ensures that all production application processing executes effectively in order to meet the day-to-day needs of the business on a 24x7 basis. Plans, coordinates, and supervises activities related to maintaining and supporting production-mode applications that utilize a broad range of technologies and platforms. Manages the team that is working 24 / 7 shifts to provide full time coverage.

Manages the baseline budget for their organization and justifies variances. Evaluates performance of each team member, generates development plans and sets goals within the context of the corporate policy. Must also motivate, coach, counsel and develop team members within the context of the corporate policies and manages the team’s budget. Ensures that staff has appropriate tools and training.

Has direct interaction and communication with customers and strategic partners to provide technical consulting for the adoption of Operations Center products and services, manage production problems, and establish service level requirements (SLRs). Plans and monitors customer product adoption activities, monitors and tracks progress, and perform capacity planning. Monitors, tracks, and reports on incentive and non-incentive SLRs. Communicates with Directors, Vice Presidents and other corporate management to plan and implement Division Strategic Objectives.

Stays current on recent developments in technical architecture and design, development methodologies, technology product integration and industry best practices to continue to evolve the organization’s production management effectiveness.


Required: This position requires a bachelor’s degree with a minimum of eight years of IT or business/systems background, OR equivalent work experience. Experience leading large production support teams supporting mission critical applications. Proven ability to budget, organize and manage teams. Must be able to set priorities and multi-task between many simultaneous day-to-day production and maintenance related activities, technical consulting, and continuous improvement initiatives. Must be able to coach, develop, and motivate associates. At least 5 years of management experience, including proven expertise in production management and multi-team leadership. Experience in supporting a broad range of technologies and application platforms. Experience leading system development teams a real plus.



Department: Customer Support Center

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:

Closing Date

Please apply before: 7/6/2018

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.


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

Learn more about Information Technology