Manager, Help Desk
Chicago, IL

Job Description

Company: Oak Street Health

Title: Manager, IT Help Desk

Location: Downtown Chicago (30 W. Monroe St.)

Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers that provides higher quality health and wellness care that improves outcomes, manages medical costs, and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patient's communities, we can keep our patients healthy and then reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people in Illinois, Indiana, Michigan, Pennsylvania, and Ohio. At 40 locations, and with an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about the mission to rebuild healthcare as it should be.

For more information, visit http://www.oakstreethealth.com.

Core Responsibilities:

* Management of a team of staff members providing technical support with an emphasis on customer care


* Proven track record of identifying and interviewing qualified candidates and maintaining staff through continual guidance, feedback, and training


* Develop and maintain formal processes and procedures in Help Desk operations for consistent service


* Re-engineering processes performed by the Help Desk to ensure maximum efficiency and according to industry best practices


* Research and implement best practices in methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships


* Choose appropriate technology and other resources to maximize Help Desk and customer effectiveness


* Implement innovative and efficient staff and scheduling models to meet established SLAs


* Develop a customer care philosophy that ensures customer satisfaction


* Analyze Help Desk performance through various statistical and reporting methods


* Market the image of the Help Desk as a support group showcase


* Other duties, as assigned



This position will report to the Director of IT Engineering.

What are we looking for?

We're looking for motivated, experienced professional with:

* At least 8+ years Helpdesk Manager experience


* Experience working with a multiple OS and demonstrated PC skills (Win 10, Mac, IOS Devices, MS Office, Google docs)


* Associate's Degree required, Bachelor's degree preferred (BSc degree in Computer Science, Information Technology or relevant field)


* Understanding of any EMR system processes


* Hands on experience with helpdesk software and remote-control software


* Solid technical background with an ability to give instructions to a non-technical audience


* Customer-service oriented with a problem-solving attitude


* Excellent written and verbal communications skills


* Team management skills


* Phenomenal customer service skills


* Passion for technology and using it to solve problems


* High level of organization, reliability, and independence


* Orientation toward detail


* Ability to research emerging technologies and make recommendations that benefit our business


* Create presentations/solutions with experience communicating to a variety of audiences


* Demonstrated knowledge of call center technical solutions, standards and processes


* Project management experience a plus


* ITIL V3 certified


* US work authorization


* Someone who embodies being "Oaky"



What does being "Oaky" look like?

* Radiating positive energy


* Assuming good intentions


* Creating an unmatched patient experience


* Driving clinical excellence


* Taking ownership and driving for results


* Being scrappy



Why Oak Street?

Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

* Collaborative and energetic culture


* High levels of responsibility and rapid advancement


* Headquarters (the "Treehouse") located in the heart of Downtown, close to many public transit options and great restaurants


* Competitive benefits; including paid vacation/sick time, generous 401K match with immediate vesting, as well as health benefits



Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.