Day Shift Service Desk Supervisor - Remote

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.

Job Posting Title

Day Shift Service Desk Supervisor - Remote

Job Description

The Day Shift Service Desk Supervisor is responsible for serving as advanced level support and escalation point to our IT users and provide training and performance feedback to the Service Desk staff. This role is responsible for being the single point of contact for both internal and external users of Prime’s IT services.

Responsibilities

• Provide oversight, development, and coaching to the service desk personnel and service desk services
• Conduct performance reviews, monthly check-ins, and make progress toward departmental goals for Service Desk staff
• Resolve more complex user’s incidents or questions as an internal escalation point
• Resolve advanced work orders
• Documentation and management of related Knowledge Bases
• Identify and implement improvement and expansion of our service and staff
• Document and report on metrics and service levels
• Other duties as assigned
  
  

Minimum Qualifications

• Associate’s degree in IT or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required
• 3 years of Service Desk work experience
• Must be eligible to work in the United States without need for work visa or residency sponsorship
  
  

Additional Qualifications

• Positive leadership skills
• Adapts well in high stress and changing environment
• Excellent customer service and communication skills
• Strong problem analysis and trouble shooting skills
• ServiceNow
  
  

Preferred Qualifications

• Previous hands on management/leadership experience
• Ticket tracking system experience
  
  

Position Requirements

• Ability to work a flexible schedule including weekends, holidays, overtime, on-call, and shifts outside of Prime’s core business hours of 9:00 a.m. to 3:00 p.m.
• Ability to work in environment with frequent noise and distractions in close proximity with others
• Constantly required to sit, use hands to handle or feel, talk and hear
• Frequently required to reach with hands and arms
• Occasionally required to stand, walk and stoop, kneel, and crouch
• Occasionally required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
  
  

Reporting Structure

• This role reports to a Manager in the Information Technology department
  
  

Potential pay for this position ranges from $68,700.00 - $102,700.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.

To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page (https://www.primetherapeutics.com/careers/benefits/) and click on the "Benefits at a glance" button for more detail.

Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, family status, national origin, age, disability, veteran status, or any other legally protected class under federal, state, or local law.

Positions will be posted for a minimum of five consecutive workdays.

Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.

If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.

Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email Careers@primetherapeutics.com.