IT Helpdesk Supervisor

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The Job

The IT Helpdesk Supervisor will be responsible for overseeing the day-to-day operations of the IT Help Desk team to ensure it delivers a high level of customer service to end users.

You Will

• Responsible for day to day management of ticketing queue to ensure incidents and service requests are handled in a timely manner.
• Review pending Service Requests for IT Infrastructure team and make corresponding decision whether to approve, deny, or cancel
• Work with IT Operations manager to develop, implement, and oversee policies and procedures to ensure consistent service levels are met, including issue identification, assignment, documentation, and resolution.
• Serve as an escalation point to the Helpdesk team to assist with complex technical issues that may need to be transferred to another team.
• Coordinate daily team schedule to ensure appropriate coverage is maintained to handle end user support volume from phone calls, emails, and self-service tickets.
• Act as a liaison to other departments within SCAN to assist with special IT needs, receive feedback, and improve end user experience.
• Provide direction by coaching and mentoring staff and celebrate accomplishments.
• Communicate job expectations, enforce policies and procedures, and provide feedback to the Helpdesk team.
• Maintain staff by recruiting, selecting, orienting, and training employees while also maintaining a safe and secure work environment and developing personal growth opportunities.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned

Your Qualifications

• Bachelor’s degree in Computer systems or related field of study required
• 4-5 years working in an IT Help Desk Environment with 1-2 years minimum in a lead/supervisory position
• Advanced experience with PC Operating Systems and software
• Working Knowledge of Active Directory and ticketing systems
• Experience with Azure and Exchange Online administration
• Active Roles management preferred but not required
• Demonstrated customer service skills to all levels of end-users including executives and field personnel while delivering solutions to meet their needs
• Strong leadership and technical skills to be able to manage, mentor and guide technical staff
• Work independently and as a team member within established policies and procedures
• Proven problem solving and analytical abilities; experience with process development and adherence
• Excellent verbal and written communication skills, required

What's in it for you?

• Base Salary Range: $92,400 to $147,800 annually
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Ten paid holidays per year, plus 1 additional floating holiday
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)