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About Employer Direct Healthcare

Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.

About You:

• You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers arent just the individuals using your product. They are the driving factor in your motivation to make a change.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

IT Support Manager

The position ofIT Support Managernecessitates an energetic, reliable, and steadfast individual with a minimum of five years of prior Help Desk leadership responsibilities. This individual will prioritize customer satisfaction and exhibit politeness, approachability, and the ability to remain composed under pressure. The position must demonstrate adaptability, maintain a positive, proactive approach, and possess a "can-do" attitude with urgency. It is imperative that the person excels in collaborating within a team that is geographically dispersed.

Responsibilities

Leadership

• Lead and mentor a diverse team of IT Support Specialists.
• Foster a culture of continuous learning, growth, and accountability within the team.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Develop and implement training programs to enhance technical and customer service skills.
• Oversee the day-to-day operations of the help desk, ensuring efficient ticket handling and resolution.
• Monitor support metrics (e.g., response time, resolution time, customer satisfaction scores) and implement improvements as needed.
• Implement and maintain a knowledge base for support staff and customers.
• Analyze support trends and customer feedback to identify areas for process improvement.
• Develop and implement strategies to enhance the overall customer support experience.
• Collaborate with cross-functional teams to integrate customer feedback into product development and improvement efforts.
• Evaluate and manage relationships with third-party vendors and service providers.
• Stay abreast of emerging technologies and industry best practices to enhance the effectiveness of the help desk.
• Ensure compliance with relevant industry standards, regulations, and data protection laws.
• Implement and enforce security measures to safeguard customer information and company assets.
• Prepare regular reports on key performance indicators (KPIs) and present findings to senior management.
• Foster clear and open communication channels with internal stakeholders, ensuring alignment with organizational objectives.

Technical Support

• Provide White Glove Service to end users with an urgency, understanding, and concise manner.
• Handle escalated technical issues that Level 1 and Level 2 technicians were unable to resolve.
• Investigate and diagnose complex hardware, software, and network problems.
• Provide expert-level support and guidance to lower-level technicians and act as a resource for technical questions and challenges.
• Configure, deploy, and manage server environments, including Windows Server, Linux, and virtualization platforms. Monitor server performance and ensure proper functioning of critical services.
• Administer and troubleshoot network devices, including routers, switches, firewalls, and access points. Implement and manage VLANs, subnets, and routing protocols.
• Implement and enforce security policies, including firewall rules, access controls, and intrusion detection/prevention systems. Assist in monitoring and responding to security incidents and vulnerabilities.
• Participate in the deployment of software updates, patches, and security fixes across the organization.
• Maintain Active Directory services, including user accounts, devices, and organizational units.
• Assist in developing Group Policies to control user access and configurations.
• Create and update technical documentation, including troubleshooting procedures, system configurations, and best practices.
• Share knowledge with the team and contribute to the internal knowledge base.
• Participate in IT projects, including planning, implementation, and documentation.
• Lead in the resolution of high-priority incidents and work on root cause analysis to prevent recurring issues.
• Researching and recommending software and hardware solutions for stated needs.

Requirements

• Proficiency in troubleshooting and resolving hardware and software issues.
• Knowledge of operating systems (Windows, MacOS, Linux).
• Familiarity with Intune is a plus.
• Understanding of networking concepts, protocols, and services.
• Experience with managing server environments (Windows Server, Linux, etc.).
• Knowledge of cloud platforms and services (Azure).
• Experience with Active Directory, Group Policy, DNS, DHCP, etc.
• Proficient in using remote desktop tools and IT management software.
• Understanding of cybersecurity best practices
• Good verbal and written communication skills
• Must have experience with ticketing systems (ServiceNow, Jira, etc.).
• Must have experience with building and executing KPIs for team and Help Desk function.
• Must have experience with ticketing workflows, tags, triggers, maintenance, and admin functions.
• Must have experience in creating reports and presentations for the areas you oversee.
• At least 5-7 years of experience in IT support, preferably with a progression from Support Specialist to Management.
• A Bachelor's degree in Computer Science, Information Technology, or a related field.
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment.
• Ability to lift 10 to 25 lbs. throughput the day.
• Ability to work underneath a desk if necessary.
  

Soft Skills

• Excellent communication and interpersonal skills are essential for effectively interacting with end-users and other team members.
• Strong problem-solving and analytical abilities to handle complex technical issues.
• Patience, empathy, and the ability to explain technical concepts to non-technical users.
• Time management and multitasking skills to prioritize and manage multiple tasks effectively.
• The IT field is constantly evolving, so a willingness to learn about new technologies and adapt to changes in the industry is crucial.
• The ability to create clear and concise technical documentation is important for knowledge sharing and future reference.
• Experience in incident management and the ability to escalate issues appropriately when necessary.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave