Team Leader IT Service Desk

Location US-IA-Des Moines
Job ID
212835
Category
Information Technology
Requires Non-Compete?
No

Job Summary

About the career: Wellmark is seeking a Leader to manage, lead, mentor, plan, and organize a team of professional and technical personnel in providing enterprise help desk and personal computing hardware and software support and training for local and remote Wellmark employees, providing on-site training and support as required. In this position, you must possess and promote a strong commitment to customer service, service quality, and process improvement. As well as ensure all team members employ strong interpersonal skills in assisting and working with their business contacts- to meet or exceed established goals.

 

Why Wellmark Technology? At a time when technology is creating new business models, disrupting industries and creating valuable experiences for consumers, our role as technology team members must elevate an organization through innovative transformation, modernized technology and delivery of new business strategies, including an aim to continuously evolve and enhance the customer experience. At Wellmark, our technology transformation program is called ASCEND and is led by our empowered technology leaders and team members. Together, we are leaning into the future, owning the outcome and working together to transform how we work and what innovative solutions we deliver.

Minimum Qualifications Required (all must be met to be considered)

  • Associates Degree or direct and applicable work experience
  • Minimum 7 years’ experience in information technology to include any combination of the following:
    • Consumer cloud based technologies, unified communications, app virtualization, virtual desktops, etc
    • Minimum 4 years’ experience IT help desk setting
    • Leadership typically gained through a combination of project and information leadership that demonstrates competencies.
    • Demonstrated communication skills
  • Developing internal written communications for new initiatives for Wellmark employees
  • Develop presentations using a variety of media and presents ideas effectively to individuals or groups
  • Demonstrated interpersonal skills. Builds and maintains ongoing, collaborative, working relationships with coworkers/stakeholders to achieve the goals of the department/division.
  • Strong organizational skills to coordinate ideas and resources to achieve goals.
  • Strong prioritization skills to maximize personal efficiency.

Hiring Specifications Preferred

  • Experience leading field services group and/or remote locations service desk.
  • Experience launching new technologies to internal employees

Job Accountabilities

a. Leadership & Development Provide leadership and day-to-day management of financial and human resources, primarily focusing on employee coaching, development, performance improvement, coordination and budgeting for staff and departments specific functions/services. Support business objectives and produce results that are effective, accurate, timely, and on target to meet business and stakeholder needs.

b. Develop and demonstrate strong team attributes, by attaining and leveraging technical capabilities that are inline with current technologies and services. Develop and practice project management skills and personal soft skills to promote enduring internal and external customer and partner driven relationships while driving process improvement through innovative thinking.

c. Develop Service Level Agreements, perform problem resolution, escalation, and support activities in a 24 x 7 basis to ensure attainment.

d. Facilitate a team environment by which members can work with the highest degree of efficiency. This includes detecting and removing roadblocks and other forces, which would cause team members to not be able to accomplish team goals successfully.

e. Ensure compliance with all applicable legal, regulatory, licensing, governance, and contractual requirements by establishing and monitoring effective processes and procedures.

f. Establish, maintain, and execute a system that ensures support and service request calls and problems are logged, tracked, and escalated as appropriate and completed within prescribed Service Level Agreements SLA.

g. Ensure established service coverage schedules are staffed and 24 x 7 support is defined.

h. Negotiate, establish, and execute response, escalation, and notification milestones and criteria. Ensure escalation contacts, team leaders and I/S Leadership is informed as milestones and criteria dictate.

i. Maintain a stable, responsive call logging and problem tracking system, performing periodic maintenance as appropriate.

j. Direct the planning, acquisition, deployment, and support of all personal computing hardware and software throughout the Wellmark organization.

k. Work with Wellmark Leadership to establish standards for personal computer hardware and software configurations that incorporate System Development Life Cycle management and meet Wellmarks processing needs in the most cost effective manner possible.

l. Develop and manage processes that ensure personal computing systems can be built and maintained in a reliable, repetitive, cost effective manner while maintaining and appropriate maintenance and warranty records.

m. Direct research into new products and services. Identify business needs and develop deployment strategies.

n. Conduct root cause analysis on the call and problem logs to identify repetitive callers, problems, and patterns. Make recommendations for corrective actions such as training for team members and/or Wellmark employees, maintenance, and system enhancements to I/S Leadership and team leaders.

o. Conduct what if scenarios with other teams to perform root cause analysis of chronic service and IT systems problems and outages. Identify system and process improvements and make recommendations to IS Leadership.

p. Lead the development and delivery of high quality personal computing hardware, software, and operations training and documentation to Wellmark Business Units and support documentation to IS team members. Establish and maintain processes that ensure course content, materials, and support documentation are accurate, clear, and concise and delivered in a timely manner.

q. Participate in the development of asset control processes and procedures.

r. Ensure adequate processes and procedures are in place to control and maintain computer system stock at appropriate levels.

s. Serve as a backup up to other team members and leadership during scheduled and unscheduled absences.

t. Successfully perform other duties as assigned or required.

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