CareFirst Careers

Manager, FEP Client Services

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Resp & Qualifications

Manager, Client Services
We solve real problems for the people we serve, with equal parts empathy and urgency — simplifying the complex, delivering tailored solutions and stepping forward with new ideas.
Every day, we make a meaningful difference in the communities where we both live and work.
By joining CareFirst, you become part of an inspired, collaborative team that is building the healthcare experience we want for our families and our future.

 

Purpose

Manages the help desk operations, reviews and enforces service level agreements, and generates end-user surveys to solicit input from the user community. Reviews skill levels and skill mix of help desk staff and coordinates training and the rotation schedule of staff. Reports on help desk metrics to management. Creates job aids and SOPs for incident and request resolution. Identifies reoccurring incidents and requests for prioritization of job aid / SOP creation. Performs Equipment Custodian duties and maintains proper accountability of owned/purchased hardware. Provides advanced enterprise level technical support to all customers.

Essential Functions

  • Manages deployments, monitoring, development, upgrades, and support of all systems including: workstations (PC/Mac), hardware, software, printers, VOIP, mobile devices (iPhones, iPads), and peripherals. Serves as main support point. Attends to all IT-related matters for the organization while providing 24/7 on-call support.
  • Ensures ticket queues are managed properly and work being conducted meets all applicable standards; implements SLAs and timelines. Ensures all service requests are handled efficiently and effectively.
  • Manages and provides administrator duties for Active Directory, Office 365, video conferencing, virtual desktops, and VOIP phone systems. Performs program-wide role as Service Desk and Incident Manager.
  • Manages all troubleshooting of company issued equipment, virtual machines, printers, scanners, copiers, peripherals, audio visual equipment, hardware, and software related issues.
  • Recommends and reviews policies/procedures; ensures conformance with information systems goals and company objectives. Manages user/group accounts and email distribution groups to include creation, deletion, validation, and modification.
  • Communicates with other support leads and technicians on incident and service request handling. Provides on-going direction, coaching, training, and development opportunities to staff members enabling their ability to build new skills.
  • Develops documentation and knowledge base articles in support of technical procedures and/or fixes needed by the Help Desk team. Performs program-wide role as Service Desk and Incident Manager.
  • 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. Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Required Education and Experience

  • Bachelor's Degree Information Technology, Computer Science or related degree and 5 years Windows and Mac operating systems and applications, VMWare, Hyper-V, and Microsoft Azure, experience with SSO solutions, knowledge on managing Windows Servers. and 1 year supervisory experience or demonstrated progressive leadership experience.
  • In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Knowledge, Skills and Abilities

  • Excellent communication skills both written and verbal. Expert
  • Ability to recognize, analyze, and solve a variety of problems. Expert
  • Ability to analyze, organize, and prioritize work while meeting multiple deadlines. Expert
  • Proficient in Microsoft Office applications. Advanced
  • 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. Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Licenses

  • CompTIA A+ Certification preferred
  • CompTIA Network+ Certification preferred

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