Manager

Join Our Team: Do Meaningful Work and Improve People’s Lives

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!

The Manager – IT Support Services within the Infrastructure team is responsible for managing a tier 1/2/3 IT Support department across multiple locations. This team serves as the central point of contact for IT issues and provides technical support services to external Premera customers as well as internal technical support for Premera’s employees. This includes systems/applications, hardware, networking, telephony, and secure-web portal issues, as well as general education and information requests. This position uses industry standard metrics to continually improve remote support quality, first contact resolution, and drive customer focused service delivery.

What you’ll do

• Hire, develop, and manage performance for multiple direct reports, including team leads in two of our office locations
• Provide management oversight for any external vendor partner providing service desk or end user hardware support capabilities for Premera.
• Lead the development and execution of an IT Support strategy and aligning the teams’ capabilities to support changing strategic business needs as well as maintaining and adhering to critical operational metrics and KPIs
• Proactively manage the environment utilizing ITIL based problem management, changes, incident and problem identification, escalation, notification of service incidents.
• Monitor, manage and appropriately scale the environment to meet service SLAs and prevent service impacting incidents.
• Develop and maintain tier 1/2 staff and business models to drive operational discipline in a 24x7x365 support structure.
• Ensure all tier 1/2 support technicians are trained, mentored, and coached to deliver consistent and effective support to internal and external customers
• Direct a team in first call resolution of client computing incidents, fulfillment of service requests, and serve as the customer liaison to resolve or escalate potential issues.
• Champion innovative thinking and bring forth new ideas and alternative solutions which align with department and company goals to senior management.
• Manage multiple projects and partner with peers and senior management teams to shift priorities as needed.

What you’ll bring

• Bachelor’s degree in Computer Science or related field or 4 year’s work experience in IT, including experience in Tier 1/2/3 Technical Services
• 5 years’ experience managing people or leading project teams
• Knowledge of ITIL Foundations or related methodologies

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What we offer

• Medical, vision and dental coverage
• Life and disability insurance
• Retirement programs (401K employer match and pension plan)
• Wellness incentives, onsite services, a discount program and more
• Tuition assistance for undergraduate and graduate degrees
• Generous Paid Time Off to reenergize
• Free parking

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.