IT Help Desk - Team Lead Extend Health
THIS JOB HAS EXPIRED Description
Extend Health, Inc. is a business segment of Towers Watson & Co. and operates the largest private Medicare exchange in the country. Founded in 2004, the Extend Health Medicare Exchange and the company?s licensed and certified benefit advisors have helped hundreds of thousands of Medicare-eligible retirees and their dependents identify and evaluate private Medicare plans that best meet their needs and budgets based on their individual medical and pharmaceutical needs. Extend Health has also helped Fortune 500 companies, unions, and municipalities realize significant savings for healthcare coverage for Medicare-eligible retirees when compared to employer group plans.
The IT Help Desk Team Lead position will demonstrate leadership skills and possess a passion for customer service and delivering results with a sense of urgency. The lead will have the discipline to manage the day-to-day help desk operations and the strong technical skills to provide exceptional support to our customers effectively.
Drive the help desk team and instill a customer service culture that over delivers
Act as a technical escalation point for team members
Liaise with business units that have IT demands to generate a high level or client satisfaction
Build relationships with external vendors to ensure procurement needs are met
Utilize ticketing system to document and prioritize work
Contribute to technical Support documentation of resolutions, processes, and procedures
Use experience & knowledge to train, coach, and mentor team with procedures and requirements
Track, measure, and report on ticket resolution metrics
Excellent customer service, interpersonal, communication skills
3-5 years? experience supporting Microsoft & Apple Operating Systems
Demonstrated progressive experience in the management of a technical support team
Expert troubleshooting skills for complex technical issues
Knowledge and experience of Microsoft System Center suite desired
Administration of users in Active Directory and Exchange 2010
Deep understanding of Windows 7 on a corporate domain
Ability to plan, organize, and track tasks for team and self
Physical Demands and work environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing duties of the job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, controls, keyboards; work on desktop or laptop computers; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift up to 15 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability adjust focus.
Work environment: The noise level in the work environment is usually moderate to low.
Equal Employment Opportunity:
The Company is an equal opportunity employer and makes employment decisions on the basis of merit. In accordance with applicable law, the Company prohibits discrimination based on race, color, religion, sex, pregnancy, age, national origin or ancestry, physical or mental disability, genetic characteristic, veteran status, or any other consideration protected by federal, state or local laws. All such discrimination is unlawful. It is our policy to recruit, hire, train, develop and promote the best people available, based solely upon job-related qualifications.
||South Jordan, UT |
THIS JOB HAS EXPIRED