Job type full-time
Full job description
Overview: continued growth at maxor has created a new opportunity for a second level support applications manager to join our it teamThis role will be responsible for the day-to-day leadership of the second level support teamThis team of broadly trained individuals supports the pharmacy and mail order applicationsThe manager will act as the technical and business mentor as well as the development coach for the second level support team.
Position location this is a remote-based position.
Our company we`re maxor and we`re building a different kind of pharmacy companyWe`re transforming the pharmacy industry to create healthier lives through purposeful engagement across pharmacy benefit management, pharmacy management, specialty pharmacy, 340b, rebate and formulary management, and pharmaciesWe put people first and are committed to providing outstanding service across all aspects of our businessWe believe there`s a better way to deliver pharmacy and healthcare services to people across the country, and we`d love for you to help us do it.
Our locations the maxor workforce brings robust experience, diverse perspectives and passion from over 1,000 employees working all over the us in pharmacies, hospitals, home offices, or corporate officesResponsibilities:
Provide daily oversight, supervision, and prioritization of all second level ticket-based workflow and ongoing project initiatives including resource management.
Actively participate and lead second level ticket queue reviews and project-based initiatives.
Develop, manage and participate in a 24x7 on-call support escalation service for all critical system issues.
Lead and manage itil processes, procedures, and automation activities to continually improve second level team efficiency.
Improve the system monitoring capability by researching industry trends, identifying new technologies, and leading the process of identifying and resolving gaps in our currently system monitoring.
As a trusted business partner, resolve escalated customer and vendor issues in a timely manner.
Establish and monitor team performance metrics to ensure consistent delivery against published service level agreements.
Facilitate feedback to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
Maintain a high level of employee morale within the team.
Mentor team members, developing excellent customer service delivery and performance.
Establish and demonstrate an understanding of evolving customer and business needsEnsure the same level of understanding across the team.
Monitor and identify client issues or problems which may require changes to procedures, standards, and systems.
Prepare the support teams for new product/service releases.
Maintain current knowledge of industry trends and potential impact on the support business.
High school graduation requiredBachelor’s degree in management information systems, computer science or related field or equivalent technical/vocational certification or equivalent experience is preferred.
Minimum of 8 years of experience developing and supporting it applications and systems in a healthcare work environment.
Minimum of 3 years managing it support specialists.
Knowledge, skills and abilities:
Proven experience managing a distributed team of it support professionals in a fast-paced and dynamic health care environment supporting multi-site operations across multiple time-zones.
Flexibility in working with rapidly changing and multiple priorities.
Experience managing tickets in an it ticketing system, preferably jira service desk.
Strong troubleshooting, triage, and problem-solving skills.
Must be able to assist it support specialists with hands-on tasks when needed.
Possess extensive knowledge of application architecture and design.
Possess extensive knowledge of databases including sql server and oracle db.
Possess general knowledge of windows operating systems.
Possess general knowledge of network operating systems and network topologies and protocols required.
Experience with microsoft office products, outlook, word, and excel.
Strong verbal and written communications skills.
Excellent customer service skills.
Ability to travel within the united states.
Why choose a career at maxor?
Maxor offers a diverse, progressive culture that supports a work from home model, a “dress for your day” attire, and a collaborative, team oriented environmentWe offer a comprehensive compensation & benefits package including:
$750 individual, annual medical deductible, $25 office visit copays, low biweekly premiums
Company paid basic life/ad&d, short-term and long-term disability insurance
Rx, dental, vision, short-term disability, and fsa
Employer-matched 401k plan
Industry leading pto plan
Maxor is looking for people who want to lead transformationPeople who are willing to think differently about an industry that touches nearly everyone`s livesPeople with talent, drive and dedication to take an idea - and see it throughHow will you change the pharmacy industry today?
Apply online at: https://careers-maxor.icims.com/
Maxor is an eoe, including disability/vets