About Blue Cross

Blue Cross and Blue Shield of Minnesota is one of the most recognized and trusted health care brands in the world with 2.9 million members. We’re committed to reinventing health care to improve health for our members and the community. We hope you'll join us. Please note that effective 11/23/2021, all associates must be fully vaccinated for COVID19 unless legally entitled to a reasonable accommodation related to religious or medical exemptions.

How Is This Role Important to Our Work?

This position is responsible for providing technical and administrative supervision to Service Desk staff servicing our Internal and External Customers. The incumbent will design, implement, and measure standards to improve customer service, technical ability, and quality metrics. Responsibilities include meeting with the business and external partners to build strong relationships that help achieve support goals though IT solutions, training, and measurement.

A Day in the Life:

• Supervises the staff and daily operations of the IT Service Desk providing support for business mission critical applications and processes.
• Manages team to ensure business and IT drivers, projects, and continuous improvements are efficiently planned, prioritized and implemented.
• Promotes and develops knowledge documentation for repeatable processes to enhance productivity and improve efficiency.
• Interviewing and hiring employees following required EEO and Affirmative Action guidelines and ensuring employees receive the proper training. Conducts performance evaluation, and is responsible for managing employees, including skill and career development, policy administration, coaching on performance management and behavior, employee relations and cost control.
• Interface with IT and business staff to enhance the quality and/or efficiency of Incident Management services, documentation, metrics, and staff technical and business knowledge.
• Initiates projects designed to improve service to our customers, such as increasing first call resolution rates or enhancing self service capabilities based on defined quality/efficiency metrics. Reviews changes and related communications to assess impact on user community. Assists with communication and documentation associated with changes for technical and non-technical audiences.
• Designs and completes Service Desk Metrics (customer and IT facing). Conducts quality audits and provides timely feedback to team and leadership. Negotiates support bandwidth with all levels of the business.
• Receives escalations from internal and external customers regarding concerns and/or action oriented change initiation. Ensures support is translated into procedures for Service Desk Staff and Self-Service(the entire business).

• Conducts user acceptance sessions to ensure tool and process enhancements meet objectives and are intuitive.
• This job reports to the Information Technology Organization.

Nice to Have:

• Bachelor’s degree.
• Practitioners level ITIL Certification.

Required Skills and Experiences:

• 3+ years of related professional experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
• Experience designing and performing quality auditing, coaching, metrics, and processes.
• Demonstrated understanding of quality concepts including service level adherence and desire for continuous improvement.
• ITIL Foundations Certification or related familiarity with the ITIL service management framework.
• Attention to detail and accuracy.
• Excellent organization and time management skills and the ability to handle multiple assignments concurrently with ability to complete department work on time and with minimal supervision.
• Demonstrated ability to learn, assimilate, document, and apply new concepts.
• Advanced presentation/PC skills (Excel/Powerpoint/Word).
• Ability to regularly work more than 40 hours per week and possible on call coverage.
• Conflict resolution, facilitation, feedback and consensus building skills.
• Proven experience to negotiate or mediate issues.
• Strong leadership skills in project management and internal consulting with results orientation.
• Strong customer service focus.
• Ability to work effectively and confidently with leadership and senior staff.

Role Designation:

Hybrid Remote

Role designation definition: Teleworking is working full time remote. Hybrid is a combination of working onsite and remotely. Onsite is full-time onsite.

Blue Cross® and Blue Shield® of Minnesota and Blue Plus® are nonprofit independent licensees of the Blue Cross and Blue Shield Association.

To be considered please apply to the following link: https://stellahealth.wd5.myworkdayjobs.com/en-US/bluecrossmn/job/Service-Desk-Supervisor_R0002847

Job Type: Full-time

Pay: From $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Eagan, MN 55122

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