IT Employee Experience Manager

Employer Direct healthcare (EDH) is on a mission to transform access to excellent care for the moments that matter most. As the leading provider of surgical benefits for self-insured employers, we bring guided access to high-quality, affordable care for employers, their employees and the family members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

EDH is the market leader for Independent Centers of Excellence (CoE). We have challenged the status quo in healthcare by bringing top quality surgeons within reach of all. Our surgeon-first model is the largest and most accessible network (3-4x larger than our peers), which has delivered an ROI 3x our peers. We serve hundreds of self-funded plan sponsors across 1000+ employers, representing over 4 million people across the U.S. We've saved our clients over $700 million since we were founded! 

Ultimately, the US healthcare system at-large is flawed. Costs continue to rise while life expectancy stagnates. We are moving the needed on this problem by improving surgery outcomes - making people healthier - and lowering healthcare costs at the same time. 

About You:

• You have a drive and AMBITION to tackle big problems. Big problems require big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

IT Employee Experience Manager

The IT Employee Experience Manager will lead the IT support team in implementing standard solutions across the enterprise to enhance reliability, visibility, and supportability. You will play a crucial role in resolving critical issues as part of a cross-functional team, ensuring seamless operations. Additionally, you will provide training and direction to other technical staff, empowering them to effectively perform the bulk of IT support tasks. Your leadership will drive improvements in customer satisfaction and operational efficiency, contributing to the overall success of the organization

Location: Dallas, Texas - Onsite 100%

Responsibilities

• Supervise and lead the IT Employee Experience team, including hiring, training, and evaluating team members.
• Develop and implement team objectives, policies, and procedures.
• Oversee the resolution of IT incidents and service requests and ensure the team is consistently meeting SLA objectives.
• Ensure a high level of customer satisfaction through prompt and effective support.
• Build and maintain inter-departmental relationships to ensure we can prepare and provide support for upcoming initiatives.
• Collaborate with other technology teams to assist with integrating new products into enterprise infrastructure.
• Manage software and hardware inventory levels to ensure prompt IT Service.
• Work with vendors and partners to resolve problems and implement solutions.
• Lead IT Support projects, including system upgrades, migrations, and new installations.
• Research, diagnose, troubleshoot production incidents.
• Generate and analyze reports on support activities and team performance.
• Ensure Onboarding and Offboarding activities are coordinated and successful.
• Manage and the IT Service Management platform, and ensure the appropriate features are in place to support the organization.
• Develop and implement strategies for continuous improvement.
• Monitor the environment health and drive improvements to enhance availability and performance.
• Identify opportunities for automation and operational efficiency.

Qualifications

• Leadership experience, goal setting, coaching, mentoring, and career development.
• Minimum 3+ years’ experience with Microsoft technologies (Server, Active Directory, SQL Server, etc.)
• Advanced knowledge of IT Service Management / ITIL
• Advanced knowledge of end user computing technology such as Unified Endpoint Management.
• Excellent written and oral communication, excellent attention to detail, ability to adapt to rapidly changing requirements
• Have a proven aptitude to successfully work as part of a team.
• Excellent at troubleshooting and resolving issues with no or minimal assistance.
• Preference will be given to applicants who have completed and maintained basic industry certifications (COMPTIA A+, etc.) and/or Microsoft certifications (MCSA, MCSE, VCP)
• Light work that includes moving objects up to 35 pounds.

Location: Dallas, Texas - Onsite 100%

 Benefits

Employer Direct Healthcare does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.