Role Overview

The Service Desk Manager at AmeriHealth Caritas plays an important role to the organization, as it serves as the single point of contact for all queries and issues reported by our associates. The Service Desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as the communication channel between customers and the IT organization and, as much as possible, providing a first-contact resolution. In this role you will manage an offshore Service Desk model and will be responsible for managing the team who administers the IT Service Management tool. This cloud-based tool supports the processing of incidents, service requests, and assets throughout the company’s enterprise and an understanding of its workflows and its data is needed.  You will also be responsible for identifying and pursuing service improvement initiatives through feedback received from our customers and ongoing personal observations/analysis of current processes. 

Work Arrangement

• This is a 100% remote position but you must live in the EST or CST time zones

   

Responsibilities

• Experience in managing offshore Service Desks (vendor management)
• Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
• Strong communication skills, including the ability to be influential and persuasive with stakeholders and experience in developing presentations/speaking to executive management
• Understanding of ITSM tools and their workflows/data
• A thorough understanding of the strategic vision for the Service Desk and the ability to set the long-term direction of the team
• Ability to produce necessary metrics and assess/ think critically about systems and to make adjustments as needed
• Knowledge and understanding of best practices for Service Management
• Experience in managing and prioritizing software development efforts based on business need (business acumen)

• Ensuring customers are proactively notified of existing or imminent service outages that could impact productivity or lead to excessive call volumes

   

Education and Experience

• At least ten (10) years if IT support experience with at least three to five (3-5) years of experience working on a Service Desk
• At least two to four (2-4) years of supervisory / management experience
• This position requires strong people and customer service skills, leadership and management skills, and project management skills
• Must have a solid understanding of  IT architecture and an awareness of related tactical and strategic business decisions / business needs
• Strong written and verbal communication skills; strong negotiation skills

• AS or BS Degree or equivalent work experience

   

Skills and Abilities

• Strong analytical skills
• ITIL V2, V3 or 2011 Foundations Certification
• Knowledge of Ivanti Service Manager preferred and understanding of its workflows and its data
   

Our Comprehensive Benefits Package

Flexible work solutions including remote options, hybrid work schedules, Competitive pay, Paid time off including holidays and volunteer events, Health insurance coverage for you and your dependents on Day 1, 401(k) Tuition reimbursement and more.

At AmeriHealth Caritas, we are passionate about helping people get care, stay well and build healthy communities. As one of the nation's leaders in health care solutions, we offer our associates the opportunity to impact the lives of millions of people through our national footprint of products, services and award-winning programs. AmeriHealth Caritas is seeking talented, passionate individuals to join our team. Together we can build healthier communities. If you want to make a difference, we would like to connect with you.

Headquartered in Newtown Square, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience. We deliver comprehensive, outcomes-driven care to those who need it most. We offer integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services.

Discover more about us at www.amerihealthcaritas.com.