In this role, you will oversee support desk queues, responsibilities for Level 2 and Level 3 Service Desk Tech teams located in the various Zelis offices in US and in India.

You will also be responsible for Executive Support and Meeting Management. Working with the Manager of Associate Support, you will also hold project management responsibilities include the review, prioritization, and coordination of completion of service tickets within SLA timelines. Set deadlines, assign responsibilities, and monitor and summarize the progress of service-related tickets and tasks. Prepare reports for upper management regarding overall status. The Service Manager will perform a variety of tasks as well as lead and direct the work of others. A wide degree of creativity and latitude is expected.

• Build executive Support Model
• Build team to support onsite meetings and events.
• Coordinate internal resources and third parties/vendors for the flawless execution of tasks, related tickets, and projects.
• Manage IT Operations weekly ticket iterations utilizing Jira Service Management software, Service Now and within Agile SCRUM Methodology; manage backlog queue, escalation, and priority.
• Ensure that all elements are delivered on-time and within SLA timeframes.
• Responsible to manage projects and tickets from concept to delivery; identify gaps and ensure fluent end-to-end process.
• Help define goals and deliverables that align with company objectives.
• Monitor, analyze and report on ticket progress problems, and solutions; create and present to stakeholders reports on statistics, volume trends and progress.
• Coordinate with internal customers to establish priorities.
• Effectively communicate business priorities to the development team; handle post-delivery validation of business-related tickets.
• Create schedule and project timelines, track deliverables.
• Support and direct team within various segments of the organization.
• Establish and maintain relationships with internal customers; ensure communication on any major issues and resolutions.
• Create and maintain comprehensive documentation; document training materials where needed.
• Implement processes to manage change when necessary to meet desired outputs; continuously assess business operation needs; refine policy, procedures and documentation as needed.
• Evaluate and assess result of project and ticket resolutions, share knowledge with IT Ops team.
• Performs and participates in the analysis, design and implementation of business and systems processes and procedures following appropriate standards.
• Evaluate, assess, and analyze the data necessary to provide solutions to the client’s particular business/technical needs.
• Work closely and in collaboration with teams in remote locations to support client’s needs.

Skills:

• Office365
• Microsoft Outlook and Teams
• Jira and Agile
• Service Management tool, ServiceNow
• People management experience

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Schedule:

• 8 hour shift

Application Question(s):

• Do you have experience leading level 2 and level 3 Service Technicians?
• Do you have experience working within an Agile environment?

Experience:

• Leadership: 3 years (Preferred)
• Office365: 3 years (Preferred)
• Executive support: 1 year (Preferred)
• ServiceNow: 3 years (Preferred)

Work Location: Hybrid remote in Morristown, NJ

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