Director, Tier 1 Production Support

Your Future Evolves Here
Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.
Are we growing? Absolutely--62% in year-over-year revenue growth through 2015. Are we recognized? Definitely. We're 12th on Forbes' list of America's Most Promising Companies for 2015, one of "Becker's 150 Great Places to Work in Healthcare" in 2016, and our CEO was number one on Glassdoor's 2015 Highest-Rated CEOs for Small and Medium Companies. If you're looking for a place where your work can be personally and professionally rewarding, don't just join a company with a mission. Join a mission with a company behind it.
Who You'll Be Working With:
Evolent Health is looking for a technical expert with experience supporting healthcare web applications and managing a team of people providing Tier I support. You will manage the Tier 1 Identifi Support team, continually measure and improve team performance and customer satisfaction, and collaborate with the leaders of Tier 2 and Tier 3 support to provide a seamless support experience for our users.
What You'll Be Doing:
Tier I Operations
Manage Tier I support activities, including:
Support desk coverage and scheduling
Ticket triage, assignment and prioritization
Training and documentation
Creation and monitoring of appropriate metrics, to include aging reports, time to first meaningful response to the user, and speed to resolve various types of issues.
Work with Partner Delivery leads on new client go-lives.
Identify patterns in tickets and use that information for root cause analysis and subsequent recommendations and fixes.
Be the technical point of escalation for the Identifi Support Tier I team both during business hours and when our on-call staff is on duty.
Proactive Customer Support
Ensure staff are adequately cross trained so any Tier I team member is capable of handling the most common 85% of incoming requests and there are no single points of failure.
Identify problems which could be handled by Tier I with additional training or tools.
Prepare and maintain performance and productivity reports for operations and management, including customer satisfaction surveys.
Utilize, maintain and suggest improvements for the Identifi Support ticketing system and knowledgebase.
Employee Engagement and Development
Responsible for day-to-day leadership of the Identifi Support Tier I team, including hiring, training and development with focus on customer service, productivity, skills development, resource scheduling and team motivation
Mentor, develop and coach team members to increase their effectiveness and engagement
Coach team on troubleshooting skills
Establish and support an atmosphere that promotes customer service orientation, team member involvement, and a positive high energy work environment.
Participate in the hiring process, execution of performance reviews, and counseling/disciplinary actions.
The Experience You Need (Required):
A passion for Tier 1 support and the delivery of outstanding and enthusiastic front-line customer service
A Bachelor's Degree required with a minimum of five (5) years' experience in an end user facing technical support environment including at least three (3) years' experience in a management role responsible for staff development and performance management
Competency in health care IT, including web applications, databases, and data analysis using tools such as Excel and SQL
Excellent written and verbal communication with the ability to communicate confidently at all levels of management. Extremely detailed oriented and thorough.
Available to work extended hours as needed to complete required responsibilities
Ability to stay composed, objective and model a positive attitude in the face of challenges
Excellent problem solving abilities and formal root cause analysis experience
Experience with IT support metrics and reporting KPI and SLAs
Evolent Health is an Equal Opportunity/Affirmative Action Employer

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