Manager, Technology Help Desk

ABOUT THIS POSITION

The manager of the IT Help Desk is responsible for the overall development and management of the company's service desk and call center. Respectively, these responsibilities include: the intake of support; incident resolution; incident routing; definition and achievement of service metrics and SLAs; and support and development of the company's Technology Incident Management system.

WHAT YOU'LL DO

• Manages all day-to-day activities of the Help Desk department
• Conducts People Operations responsibilities for all assigned team members, including performance reviews, disciplinary action, etc.
• Ensures team members have the required tools to be successful

• Ensures that support requests are properly collected, tracked, documented, and resolved
• Establishes the practices and procedures required to ensure that timely and consistent service is provided to the organization
• Defines service level expectations in consultation with company leadership
• Communicates service level expectations to the team and removes any impediments to achieving explicit goals
• Manages incident escalations to ensure that service level expectations are achieved

• Identifies and tracks metrics to both enable and demonstrate the achievement of the defined service level expectations
• Ensures requests not resolved within the department are routed and/or escalated properly and efficiently
• Coordinates troubleshooting, escalation, and communication regarding system outages and user issues
• Selects, evaluates, and develops team members to ensure the achievement of the team's goals and objectives
• Oversees onboarding and training of new hires to set team members up for success

• Works with the Director of Corporate Systems to ensure that the strategic direction of the team is aligned with that of the Business
• Ensures progressive training opportunities are available to and utilized by the team
• Ensures that the company's Technology ticketing system is continually developed to meet the needs of the team and the organization
• Consults with cross-departmental leadership to find ways to increase team member productivity and efficiency through the better use of technology
• Designs training programs for new and existing technologies to be utilized by Waystar team members

• Designs and manages team members' schedules and approves PTO and sick time requests
• With the Director of Corporate Systems, prepares the yearly budget and goals, and identifies opportunities for growth
• Additional duties as assigned

WHAT YOU'LL NEED

• Ability to run a team of 3+ team members
• Experience coaching team members for professional growth
• Proven ability to manage key relationships with stakeholders across multiple departments

Preferred Skills:

• 4+ years of related work experience

• 2+ year(s) of call center and/or IT Support experience
• Prior experience as a people leader
• Bachelor's degree in related field or equivalent work experience

ABOUT THE TEAM

The Engineering + Product Developmentteam at Waystar leads the product and software development, digital transformation, and data security efforts across the company. As a leader in healthcare technology, the department creates and manages cutting-edge, cloud-based solutions to help solve the industry's financial and administrative challenges - enabling them to better focus on their patients and communities. The department offers a variety of positions. Roles include application engineers (.Net, PHP, Java), data science and analytics developers, product managers, project managers, architecture engineers, cloud and DevOps engineers, database administration, UX/UI, security, compliance, and management level roles. We make possible in Healthcare IT what was previously viewed as technically impossible.

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar's healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful,

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• Generous paid time off starting at 3 weeks + 16 holidays, including your birthday and volunteer time
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.