Key Responsibilities

·A service desk lead is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

·They are also responsible for identifying and pursuing service improvement initiatives.

·Managing complaints, suggestions, and compliments; and often serving as the face or voice of the organization to customers.

·A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

·Strong knowledge on ServiceNow, Jira and ITIL tools and incident management

Qualifications

• Experience: Minimum 5-10 years of experience as a Service desk lead/lead.
• Education: bachelor’s degree in computer science, Engineering, or related field. Relevant certifications would be a plus.
• Skills:
  • Strong communication, both written and verbal.
  • Proficient in managing servers in private and cloud data centers.
  • Organized and detail-oriented, able to plan.
  • Comfortable working with Manage Engine Configuration Management tools.
  • ITIL Certification
  • Ability to work in a fast-paced environment and adapt to changing priorities.

Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

Commitment to Diversity, Equity, Inclusion, and Belonging 
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity  
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.  

Accessibility Support 

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email [email protected].  

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