IT Service Desk Team Lead

Meridian Detroit , MI 48222

Posted 2 months ago

Overview

Who we are:

Meridian, a WellCare Company, is part of a national network of passionate leaders, achievers, and innovators dedicated to making a difference in the lives of our members, our providers and in the healthcare industry.

We provide government-based health plans (Medicare, Medicaid, and the Health Insurance Marketplace) in Michigan, Illinois, Indiana, and Ohio. As a part of the WellCare Family of companies, we deliver healthcare excellence to millions of members nationwide.

Our associates work hard, play hard, and give back. Meridian associates enjoy an exceptional experience and culture including special events, company sports teams, potlucks, Bagel Fridays, and volunteer opportunities.

A Day in the Life of an IT Service Desk Team Lead:

This position leads and coordinates the daily operations of the Service Desk team. The positions coordinates the efforts to support, monitor, test, and troubleshoot all hardware and software problems. This position serves as a technical and managerial escalation point for all Service Desk team members. The position is responsible for meeting Service Desk KPIs, metrics, and insuring all applicable policies and procedures are followed by the Service Desk team.

Responsibilities

  • Directs and oversees the workload of Service Desk staff. Provides overall direction, scheduling, coordination, and performance evaluations.

  • Provides training, mentoring and insures professional development within the Service Desk team.

  • Approves various requests made by employees, including, but not limited to, time cards and time-off requests

  • Monitors and measures the performance and results of IT Service Desk staff and provides direct and timely performance feedback

  • Manages 24x7x365 on-call schedule and escalations for Service Desk professionals

  • Ensures Service Desk team provides consistent and exceptional customer service

  • Performs or coordinates hardware installation, troubleshooting and repairs on computer equipment, mobile devices, and printers

  • Manages the Service Desk response, including escalations, to network, operating system, and applications issues

  • Creates and modifies documents and articles in the knowledge base

  • Provides and manages help desk telephone support to end users on software applications, including internally developed programs, MS Office Suite, iOS, Mac, Windows, Internet, and all other products

  • Coordinates the resolution of problems and issues with the appropriate vendors and internal staff

  • Reviews work output in order to ensure staff timeliness and quality. Monitors tickets to confirm that they are categorized and prioritized correctly, dealt with in a timely manner and escalated appropriately

  • Represents the Service Desk Analysts on Projects where required

  • Establishes best practices through the entire technical support process

  • Ensures all daily production work is complete

  • Assists with planning and execution of upgrades and software implementations

  • Performs other duties as assigned

Qualifications

Job Requirements:

Education:

  • Bachelor's degree in a related area is required. Degree requirements may be substituted with an equivalent combination of education, training and experience.

  • ITIL certification(s) preferred

  • Industry recognized certification(s) preferred (HDI, CompTIA, VMware, Cisco, Microsoft, etc.)

Experience:

  • Minimum of 3 professional years of experience in information technology preferably in IT Operations or an IT Service Desk role.

  • Demonstrated evidence of leadership skills

  • Versed with industry standard operating systems and application software is a requirement

  • Experience in utilizing a call-tracking applications such as Cisco Finesse and Work Force Management is highly preferred

  • Experience with troubleshooting and repairing computer equipment (PCs, mobile devices, laptops, and printers), applications, and operating systems at an advanced level is required.

Knowledge:

  • Broad understanding of concepts, architectures, technologies, best practices, and procedures within the IT industry.

  • Advanced Knowledge in the following areas is required: Microsoft Windows Operating Systems, Microsoft Office suites

  • Knowledge in the following areas is highly preferred: VMware, Active Directory, ServiceNow, Android, iOS, Mac Operating Systems, and Linux

  • Knowledge of client network connectivity including Ethernet and TCP/IP

  • Knowledge of Service Desk and Call Center operations

  • Knowledge of ITIL processes including: Incident, Request Fulfillment, Change, Problem Management

Skills:

  • Strong repair, troubleshooting, and process management skills

  • Excellent telephone etiquette and command of the English language

  • Excellent technical documentation skills

  • Excellent communication, interpersonal, and mentoring skills

  • Excellent leadership skills with the ability to execute short and long term plans

  • Excellent time management skills and ability to multitask, prioritize, delegate, and pay close attention to details

  • Strong analytical and problem solving skills

Abilities:

  • Ability to work independently and exercise judgment in decision making

  • Able to work on multiple projects/priorities in a deadline-driven environment

  • Must be able to remain calm in pressure situations and adapt quickly to change

  • Able and willing to travel occasionally

  • Ability to work after hours or on-call as necessary

What Meridian can offer you:

  • Our healthcare benefits include a variety of plans that are effective on the first day of employment for our new full-time team members.

  • Opportunity to work with the industry's leading technologies and participate in unique projects, demonstrations, conferences, and exclusive learning opportunities.

  • Meridian offers 401k matching that is above the national average.

  • Full-time Meridian employees are eligible for tuition reimbursement towards Bachelor's or Master's degrees.

  • Meridian was named Detroit's #1 Fastest Growing Company by Crain's Magazine, so it is a great time to get involved with Meridian.

Equal Opportunity Employer

#MSTR


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IT Service Desk Team Lead

Meridian