End User Services Manager (Remote)

PURPOSE:

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.

ESSENTIAL FUNCTIONS:

• 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.

SUPERVISORY RESPONSIBILITY:
This position manages 5-20 people.

QUALIFICATIONS:

Education Level: Bachelor's Degree Information Technology, Computer Science or related degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Experience:

• 5 years Windows and Mac operating systems and applications, VMWare, Hyper-V, and Microsoft Azure, experience with SSO solutions, knowledge on managing Windows Servers.
• 1 year supervisory experience or demonstrated progressive leadership experience.

Preferred 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.

Knowledge, Skills and Abilities (KSAs)

• Excellent communcation skills both written and verbal.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
• Proficient in Microsoft Office applications.

Licenses/Certifications:

• CompTIA A+ Certification Preferred
• CompTIA Network+ Certification Preferred

Department

Department:

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.