CareFirst Careers

Client Technologies Supervisor

Resp & Qualifications

PURPOSE:
The Client Technology Supervisor is responsible for scheduling and supervising support requests for the Desktop Services Team, which provides a single point of client contact for all problems and inquiries regarding CareFirst desktop services and assures excellent customer service between Desktop Services and the client base. The Client Technology Supervisor must exercise reasonable initiative and independent judgment in problem reporting and solution, and scheduling personnel and equipment within established procedures to ensure timely output and integrity of data. Work also includes the responsibility of supervising, assigning, escalating and priority tracking of all executive requests. This associate will receive general supervision from the Desktop Services Manager. The Client Technology Supervisor reviews and refines processes and procedures utilized to provide problem solutions and   guides the team in ensuring that quality service delivery is provided by working with the business community to meet service level agreements, and monitor compliance of services delivered, focusing on responsiveness and quality of service.

PRINCIPAL ACCOUNTABILITIES:

  • Under the direction of the Desktop Services Manager:
  • Duties and Responsibilities
  • Manage the day to day support request priority, assignment and tracking to resolution. This includes assignment to desktop staff and escalation to IT Operations teams as required. Responsible for compliance with service level agreements for incident resolution and Service Request fulfillment.  Primary point of contact for executive support response. Monitor and assist in managing the implementation of key initiatives that improve business processes and customer service delivery.
  • Assign requests to staff based on location, subject matter expert and requirements, ensuring the highest level of response and customer service. Primary contact for all incident and service requests for the desktop team. Directs and resolves complex technical and customer satisfaction issues to ensure a quality level of support is delivered. A primary point of contact on the Desktop Services Team for escalated issues from Associates and Contractors. Develops plans and objectives and either participates in or assists with cross-functional projects to improve operational performance for the organization.
  • Ensure that a high level of customer service is delivered and also assist with metrics reporting, analysis, and trending, as well as review of process documentation to allow for a high degree of first call resolution to be achieved. Responsible for helping team achieve target SLAs and KPIs.  Establish relationships with key stake holders within the Business and TOS communities to further assist in providing improved service.  Provide the highest degree of empathy, interpersonal, and customer service skills to effectively deal with all levels of clients, management, as well as handle a wide range of skills and experience within the team.
  • Assist with performance monitoring, review, and skill development, personnel schedules, and workflow coordination of the team. Assist the Manager with Desktop Service budget management and business planning.
  • Maintain incident, service request and knowledge management SOPs by providing responsive updates, notes and feedback.  Provide services that incorporate concepts within the ITIL and ITSM frameworks, and other IT management best practice frameworks (CMMi, etc.).
  • Work with the Incident/Problem/Service Request staff members to maintain the environment for these services, as well as improving critical event management, Root Cause Analysis tracking and reporting, and Operations Excellence reporting and tracking.


This position is subject to being "on call" for emergencies requiring urgent resolution.
This Position is subject to a Level 6C Requirement

SUPERVISORY RESPONSIBILITY: Supervises, guides, mentors, and monitors activities of the Desktop Services Staff to support our customers and deliver a high degree of customer service. Handle coordination of needed workflows, work schedules, and assignment prioritization. Ensure adequate coverage to meet support, service, and SLA requirements. Assist the manager in developing performance plans for staff and conducting performance evaluations.

SCOPE DATA: This position reports to the Manager of the Desktop Services, within the Client Technology Services area of the IT Operations organization; there is a mixture of Full-time Associates and Contracted staff to support our customers, from six primary sites (Owings Mills, Canton, Red Run, Columbia, UCP and Portals.), District Offices, Teleworkers and Remote Agents. Support process supervision will include a Service Technicians (non-exempt); Client Technology Analyst, Senior Client Technology Analyst (exempt), and Lead Client Technology Analyst (exempt).

QUALIFICATION REQUIREMENTS:
Required:  This position requires a Bachelor of Science Degree in Computer Science or a related information technology field, or equivalent and a minimum 7 years supporting client technologies and training in Microsoft networked multi-platform environment. A minimum of 3 years hands-on experience with the latest (or last generation of) Windows operating systems.

Preferred:
• Supervising Desktop Support Experience
• Experience working in Multiple Sites / Decentralized Environment
• Experience with an incident Management system
• Experience with ITIL / ITSM
• Certified in HDI Lead/Supervisor
• Certified in ITIL Foundations v3


ABILITIES/SKILLS:
Strong support knowledge of PC hardware and software, with a focus on a multi-platform environment (consisting of at least: Windows Desktops, Virtual Desktops, Citrix, Thin/Zero/Virtual Client workstations, and  Microsoft Office applications and tools), remote user’s and some knowledge or experience related to a Managed Services support model. Must have experience with electronic mail (preferably Outlook using an enterprise support model) and Unified Communications (Lync and Online Meetings preferred). Candidate should have experience in implementation and/or working with IITIL services for Service Operations, specifically for incident, problem, service request, knowledge, and root cause management. Be detail oriented, possess excellent organizational, communication, and written skills, and have the ability to be flexible; Must be capable of handling and coordinating quickly changing priorities in a fast-paced environment; Must be able to mentor, coach, and be a team player. Demonstrated ability to handle difficult and sensitive situations, Experience using a call tracking system is required as well.   The ability to quickly learn, implement, and support new systems is a must; Very Strong customer service/delight skills; Effective time management and prioritization skills; General understanding of business and business needs; Good project management skills.

 

Department

Department: Client 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

Closing Date

Please apply before: 09/08/2019

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 employee 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 employee must frequently talk and hear.

Travel between all CareFirst locations may be required and frequent travel between Baltimore city, Columbia, MD, and Washington, DC offices is required in order to effectively supervise staff.

Sponsorship in US

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

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