Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.
Summary
At Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve – a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Gainwell empowers you to help clients deliver better health and human services outcomes using innovative technology and solutions, enabling you to design your career for growth, new possibilities, and refinement of your valuable skills. Here are the details on this position.
Your role in our mission
Essential Job Functions
As Manager Business Process Outsourcing, the Candidate is responsible for the overall management of the Tier 1/2 Service Desk and Remote Maintenance Operations for CalSAWS.
Duties and responsibilities include leading the day-to-day activities of the Service Desk and Remote Maintenance Staff.
- Managing Tier 1/2 incidents that occur in non-production and Production environments.
- Coordinating with other contractors regarding escalation of incidents to Tier 3.
- Overseeing requests, incidents, and problems reported to the Service Desk.
- Managing and coordinating urgent and complicated support issues and acting as an escalation point for requests and incidents.
- Maturing phone/ticket escalation processes to improve free-flowing escalation and information within the organization.
- Monitoring and managing the phone queue (participating in escalated calls as needed); thoroughly documenting, consistently auditing, and regularly improving processes used by the Service Desk; collecting feedback to determine patterns and issues so they can be resolved, identifying FAQs that can be provided for troubleshooting; training, coaching, and mentoring Service Desk and Remote Maintenance staff including career development; and providing data and reporting of KPIs and trends.
Skills & Qualifications for Project Position
Leadership, Adaptability, Teamwork including cross-contractor collaboration, Change Management, Process Improvement, Conflict Resolution, Innovation, Communications and Problem Solving.
What we’re looking for
- A minimum of 2 years of lead experience within the past 5 years working in a service desk/help desk.
- A minimum of 2 years of experience within the past 5 years working in a help desk environment serving over 2,500 end users.
- A minimum of 2 years of experience within the past 5 years with the ServiceNow platform and tools.
- Hold and maintain for the duration of the contract an ITIL certification. (ITIL 4 Foundations)
What you should expect in this role
- Must be a resident of the state of California.
- Hybrid work environment 2-3 days a week in the office as needed for face-to-face and client meetings with the remainder of time remote work. The office is located in the Roseville/Sacramento area.
Competency1
The pay range for this position is $119,800.00 – $149,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.