FULL_TIME

FEED

OTHER

Establishes regular meetings with other Service Desk staff to review aging of assigned service requests, share documentation and resolution of high severity issues, and drive solutions to minimize high severity issues. This role provides technical direction, manages customer relations, and performs related duties as assigned in order to document, assist and resolve tier 1 and 2 issues reported to the Service Desk.

We offer remote work opportunities in the following locations ONLY: AK, AR, AZ, CO, DC, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA, WA, WI, WYUS Citizenship REQUIRED: Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.Veterans, Reservists, Guardsmen and military family members are encouraged to apply!Job Summary With guidance from the IT Support Manager, oversees the day-to-day operations of Service Desk staff with a focus on Portal Support. This role provides technical direction, manages customer relations, and performs related duties as assigned in order to document, assist and resolve tier 1 and 2 issues reported to the Service Desk. Functions as the primary escalation and supervisory point of contact for members of the Portal Support and Service Desk teams. Coordinates scheduling, monitors quality and performance metrics, adjusts workload to meet volume, and monitors whether service standards are achieved. Tracks high priority issues, including root cause analysis and problem identification. Assesses scope of impact caused by issues and escalates high priority issues as needed. Uses performance metrics and reporting to track aging of service requests referred to other IT staff for resolution. Provides performance metrics for management reports for Service Desk management team, including trend analysis, root cause analysis, and preventive measures. Documents Portal Support and Service Desk-related procedures and standard solutions. Ensures that staff has appropriate resources, training, and development to provide quality service. Mentors Portal Support and Service Desk staff to develop skills and to appropriately cross-train for optimal coverage.Education & Experience Required: • High school diploma or equivalent • 3+ years progressive, related technical experience in a medium to large business environment supporting all of the following: Windows OS, Active Directory, Microsoft Office, PC deployment, TCP/IP troubleshooting • 1+ year experience in a leadership role such as supervisor or team lead • Expertise with desktop environment, application administration, network troubleshooting, and systems operations • Expertise with analysis, performance metrics, and collaboration with end-users and other IT staff, from planning through implementation and ongoing support • Excellent written and verbal communication skills • Experience in dealing with difficult interpersonal situations regarding support issues Preferred: • Bachelor's degree in Business, Computer Science, Engineering or related field • 5+ years technical experience with desktop support operations • 2 + year experience in a supervisory role • Experience managing staff in remote locations • Experience in analyzing metrics, trend gathering, and reporting • Experience with phone-monitoring of phone-based support agents • Experience with documentation and technical writing to develop Service Desk solutions and proceduresKey Responsibilities • Provides technical direction and supervision to Technical Support Analysts working on the Service Desk. Ensures that staff has appropriate resources, training, and development to provide quality service. Mentors Service Desk staff to appropriately cross-train and develop troubleshooting skills. • Provides assistance to staff members as required. Handles escalated calls when needed. Provides relief to Service Desk staff by fielding calls during high volume. Monitors phone queue, tracks inbound calls, and keeps staff members aware of inbound calls, calls waiting, and other metrics. • Performs complex analysis of metrics related to Service Desk operations in such areas as incoming call analysis, ticket generation and tracking/root cause analysis of high severity issues. Meets with individual agents to support their needs as required and keeps staff informed of issues impacting service levels. • Answers service-related calls as necessary. • Fields calls which phone agents are unable to handle. • Owns and tracks all high severity issues, documenting the issue and final solution, and reporting on issues to IT staff, and driving proactive solutions to prevent recurrence. • Provides regular and direct monitoring and feedback to phone-based agents, including coaching on customer service skills and efficiency. • Establishes regular meetings with other Service Desk staff to review aging of assigned service requests, share documentation and resolution of high severity issues, and drive solutions to minimize high severity issues. • Conducts team meetings to review overall performance, service issues, new documentation, solutions, and techniques to improve service and efficiency. • Keeps customer base informed of issues impacting Service Desk through email, Trinet, and phone system. Keeps users informed of progress on unresolved issues. • Monitors high frequency issues reported by customers, types of tickets logged, and types of tickets logged by customers through the web tool. • Ensures proper categorization, prioritization and documentation of service calls, ensuring escalation to the proper resources or teams when necessary. .: • Collaborates with users, vendors, and other TriWest technical staff members on the identification, isolation and correction of high severity issues, and enhancements in the ticket management system. • Keeps staff aware of queue, inbound calls, waiting calls, and abandonment rates for feedback purposes. • Consistently follows standard problem management processes. • Regular and reliable attendance is required.Competencies Coaching / Training / Mentoring: Actively fosters actions required for desired business outcomes through ongoing constructive feedback. Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listens critically; collaborates. Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications. Creativity / Innovation: Ability to develop unique and novel solutions to problems; view change as necessary. Delegation Skills: Provides clear performance expectations for projects and ensure adequate access to resources for completion. Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position. Leadership: Successfully manages different styles of employees; provides clear direction and effective coaching. Multi-Tasking / Time Management: Prioritizes and manages actions to meet changing deadlines and requirements within a high volume, high stress environment. Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented. Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues. Technical Skills: Advanced knowledge of Call Center support operations, documentation, and procedures; advanced understanding of service request and Call Center tools, techniques, and metrics; advanced knowledge of Service Desk technical support best practices and industry standards; advanced knowledge of technology impact on end-user functionality; advanced analysis skills to analyze, define, and quickly identify technical problems; knowledge of current computer and internet technologies; ability to communicate technical information to non-technical users.Working Conditions Working Conditions: • Works non-standard hours as required and maintains availability for after-hours work • Available for technical and customer service-related escalations from agents or in response to customer needs • Works within a standard office environment, with minimal limited travel • Extensive computer work with prolonged periods of sitting • Serves as point of escalation for tier 1 and tier 2 issues in an on-call capacityCompany Overview Taking Care of Our Nation's Heroes. It's Who We Are. It's What We Do. Do you have a passion for serving those who served? Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®! Our job is to make sure that America's heroes get connected to health care in the community. At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.BenefitsWe're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes: <ul><li> Medical, Dental and Vision Coverage </li><li> Paid time off </li><li> 401(k) Retirement Savings Plan (with matching) </li><li> Short-term and long-term disability, basic life, and accidental death and dismemberment insurance </li><li> Tuition reimbursement </li><li> Paid volunteer time </li></ul> TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $92,000 - $100,000 per year.Equal Employment OpportunityTriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.

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TriWest Healthcare Alliance

Supervisor, IT Support

Adjudication

Analysis Skills

Background Investigation

Best Practices

Business Support

Call Center Operations

Call Centers

Call Monitoring

Call Volume

Coaching

Communication Skills

Community Health

Computer Science

Customer Relations

Customer Service Management

Customer Support/Service

Customer/Consumer Behavior

Desktop Administration

Desktop Environments

Detail Oriented

Diversity

Documentation

Establish Priorities

Government Contracts

Healthcare

High School Diploma

Identify Issues

Industry Standards

Internet Technology

Interpersonal Skills

Leadership

Maintenance Services

Management of Information Systems/Technology (MIS)

Mentoring

Metrics

Microsoft Active Directory

Microsoft Office

Microsoft Windows Operating System

Multitasking

Network Administration/Management

On Call

Operational Support

Organizational Skills

People Management

Performance Analysis

Performance Management

Performance Metrics

Presentation/Verbal Skills

Problem Solving Skills

Process Analysis

Quality Metrics

Resolve Customer Issues

Resource Management

Root Cause Analysis

Software Administration

Support Documentation

System Operations

TCP/IP (Transmission Control Protocol/Internet Protocol)

Team Lead/Manager

Team Player

Technical Leadership

Technical Support

Technical Writing

Time Management

Training/Teaching

Trend Analysis

United States Citizen

United States Department of Defense (DoD)

Writing Skills

equestftpin

Paid Sick Days

Professional Development

401K

Employee Referral Program

Flexible Spending Accounts

Work From Home

Life Insurance

UNKNOWN

ADAPTED_NOW

Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance.

Position Description & Qualifications The Army PPB BOS program is seeking a 100% Remote Information Specialist to lead documentation and knowledge management for software development teams. The candidate shall own the creation, organization, and maintenance of system documentation, knowledge bases that support developers, testers, and government stakeholders. In this role, you will: + Develop, maintain and continuously improve project documentation, including user guides, admin guides, test plans, release notes, SOP, user acceptance test cases + Work closely with developers, testers, and product owners to capture technical details and translate them into clear, accurate documentation + Design and maintain a structured knowledgebase to ensure project information is easy to find and traceable + Participate as a collaborative team member in Agile lifecycle and activities + Be expected to complete tasks in a fast-paced, results driven environment. To be successful in this role, you will have: + US citizenship + An Active DoD Secret clearance + A Bachelor’s degree in Computer Science, Information Systems, or relevant field + 3 years of documentation and knowledge management experience in supporting software development + Demonstrated experience creating and maintaining technical documentation + Experience organizing and managing large volumes of information, including developing logical structures, file/metadata file, etc. + Strong written and verbal communication skills with attention to details and consistency + The ability to travel up to 10% of the time. Additional desired experience and skills: + Experience supporting Army or DoD programs, especially in budgeting, analytics or business operations environments. + Familiarity with collaboration tools, like Jira and Confluence. + Experience with software development concepts and Agile methodologies + Experience with software testing including developing test cases, conducting software testing, documenting results, and other required testing activities. + Experience creating government acceptance test cases. If you are interested in supporting and working with our military and a passionate Serco team. Submit your application now for immediate consideration. It only takes a few minutes and could change your career! Company Overview Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters. To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email. Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice. Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com . Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Pay Transparency Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements. Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role): + Medical, dental, and vision insurance + Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract + 401(k) plan that includes employer matching funds + Tuition reimbursement program + Life insurance and disability coverage + Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection + Birth, adoption, parental leave benefits + Employee Assistance Plan To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us . Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .

Serco, Inc. is the North America division of Serco Group, plc, one of the world’s leading service companies. At Serco we serve every branch of the U.S. Military, federal, state and local governments, Canadian and provincial governments, as well as commercial customers. We are a leading provider of professional, technology, engineering, trades, and management services, and we support the public service areas of Defense, Citizen Services, and Transportation.
Headquartered in Herndon, Virginia, Serco has over 9,000 employees working at over 100 sites across the U.S. and Canada. Serco is a business where people and values matter. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. Put simply, Serco is a place you can count on. We embody a holistic approach to wellbeing and offer our employees a suite of benefits that enable you to achieve your physical, emotional, financial, social, community and career goals.
Serco is a place where you can make a difference because every contribution matters. So while your place at Serco may vary depending on your role, we know you will find your place here. You are invited to come discover your place in our world.

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Supervisor, IT Support TriWest Healthcare Alliance

Information Specialist Serco

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