it support lead

Angi

<div><div><p>At Angi&reg;, we've had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need &mdash; and connecting pros with homeowners who have the jobs they want.</p>
<p><b>
Angi at a glance:</b></p>
<ul>
<li>Homeowners have turned to Angi for more than 300 million projects</li>
<li>1,000+ home service tasks covered</li>
<li>2,800 employees worldwide</li>
</ul>
<p><b>Why join Angi:</b></p>
<p>
Angi&reg; is defining the future of the home services industry, creating an environment where homeowners, pros, and employees benefit from more jobs done well.</p>
<p>
For homeowners, our platform is a reliable way to find skilled pros. For pros, we're a reliable business partner who helps them find the winnable work they want, when they want. For employees, we're an amazing place to call home. We can't wait to welcome you.</p></div><p><b>
About the team</b></p>
<p>
The Technical Operations team at Angi is dedicated to keeping our IT environment exceptional for all employees. Our team is dynamic, fast-paced, and thrives on collaboration. We are constantly pushing to improve and are looking for a motivated IT Support Lead to help us do just that. If you're passionate about customer service and eager to grow in systems support and administration, we'd love to have you as part of our team. This role will be based in our Denver office 3 to 5 days a week with some flexibility for work from home days based on team workload.</p>
<p><b>
What you'll do</b></p>
<p>
As the IT Support Lead, you are the critical link between daily employee success and high-level systems engineering. This is a &quot;player-coach&quot; role designed for a technical expert who excels at providing &quot;white-glove&quot; service while driving operational success. You will be a steward of organizational directives, participating &amp; managing complex projects like site migrations and endpoint remediation. You will lead by example, mentoring junior technicians and ensuring our technical experts collaborate effectively and have current knowledge to effectively address company objectives.</p>
<ul>
<li>Serve as the Tier 3 bridge for complex hardware/software issues that exceed the standard technician baseline.</li>
<li>Lead project-based work including site deployments, migrations, event support, and conference room management.</li>
<li>Constantly audit and improve deployment runbooks, SOPs, and the internal Knowledge Base to reduce repeat incidents.</li>
<li>Coordinate with Systems Engineering teams for incident response and guild activities to expand team capabilities.</li>
<li>Oversee the full lifecycle of assets&mdash;from approved refreshes and RMA/warranty handling to secure decommissioning and data sanitization for E-recycling.</li>
<li>Utilize Intune and Jamf to prepare, deploy, and remediate vulnerabilities on Windows and macOS endpoints.</li>
<li>Manage on-site inventory levels and curate master data sheets for organizational reporting and audits.</li>
<li>Provide deskside and remote support for O365, Google Workspace, VPN, SSO, and networking connectivity.</li>
<li>Lead the triage and setup of video conferencing and A/V systems for board meetings and company events.</li>
<li>Ensure a seamless &quot;Day 1&quot; experience by managing account access and hardware delivery for all new hires.</li>
<li>Assist with AI tool integration projects to improve team efficiency and deflect tier 0 requests.</li>
<li>Maintain a 1-hour first-response time and an 8-hour resolution average for critical requests.</li>
<li>Improve MTTR (Mean Time To Repair) through better documentation and root-cause analysis.</li>
<li>Maintain 97% accuracy in asset records during deployments and refreshes.</li>
<li>Drive a positive trend in Customer Satisfaction scores through &quot;white-glove&quot; interaction.</li>
</ul>
<p><b>Who you are</b></p>
<ul>
<li>4+ years in desktop support or IT operations, with at least 1 year in a lead or senior-level capacity.</li>
<li>Expert-level proficiency in Windows 11 and macOS administration, including firmware, drivers, and endpoint security.</li>
<li>Hands-on experience with Jamf, Intune, and ITSM platforms (e.g., Freshservice).</li>
<li>Solid understanding of networking fundamentals, VPN clients, and MFA troubleshooting.</li>
<li>Comfortable with occasional travel between sites and limited out-of-state travel for team activities.</li>
<li>Nice to have: CompTIA A+/Network+, ACMT, Microsoft/Apple certs, ITIL Foundation, Jamf 200+, or equivalent experience.</li>
<li>Physical Demands
<ul><li>Ability to lift up to 50 lbs and carry it up flights of stairs if needed.</li>
<li>Capable of mounting and installing audio/visual equipment using a ladder and hand tools.</li>
<li>Able to be on your feet for extended periods and perform tasks like bending, crouching, and kneeling while moving equipment</li>
</ul>
</li></ul><p><b>We value diversity</b></p>
<p>
We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.</p>
<p>
Our hiring process may utilize artificial intelligence (AI) tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making.</p>
<p><b>
Compensation &amp; Benefits</b></p>
<ul>
<li>The salary band for this position ranges $75,000 - $100,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living.</li>
<li>This position will be eligible for a competitive year end performance bonus &amp; equity package.</li>
<li>Full medical, dental, vision package to fit your needs</li>
<li>Flexible vacation policy; work hard and take time when you need it</li>
<li>Pet discount plans &amp; retirement plan with company match (401K)</li>
<li>The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world</li></ul></div>

IT Support Lead

AGFA

<div><div>For the region Middle East Agfa HealthCare is currently looking for a <b>IT Customer Support Lead</b>.</div><br>
<div></div>
<div>
Our focus is 100% on providing best-of-suite Enterprise Imaging solutions (PACS/ RIS) that enable secure, effective and sustainable imaging data management, to improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help our customers to achieve their clinical, operational and business strategies.</div><br>
<div></div>
<div>
A Customer Support Lead executes on-site and remote customer facing support, across the full Agfa provided IT Enterprise Imaging solutions (PACS/ RIS/VNA) .It is essential to have a solid technical and application knowledge, whilst building a strong relationship with customers. Site ownership and management of problematic incidents are key to ensure full SLA compliance.</div><br>
<div></div>
<div><b>
Job Duties &amp; Accountabilities:</b></div><br>
<div></div>
<ul>
<li>Develop and maintain customer service relationships</li>
<li>Executing regular customer site visits, managing active cases, providing feedback on recent high priority incidents, raising any systems concerns on site.</li>
<li>Ownership of site cases, troubleshooting issues through to resolution.</li>
<li>Liaise with other Agfa Support Teams and third-party suppliers in maintaining services and resolving customer issues.</li>
<li>Attend all relevant meetings with a customer to review, capacity reports and end of life solutions and environments.</li>
<li>Capacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites</li>
<li>Provide root cause analysis and improvement recommendations for priority 1 and 2 Incidents.</li>
<li>Drive additional service requests working closely with customers to deliver optimal service.</li></ul><br>
<div></div>
<div>
Profile description:</div>
<div><b>
Technical:</b></div>
<ul>
<li>Tertiary qualifications in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work experience.</li></ul><br>
<div></div>
<div><b>
Experience:</b></div><br>
<div></div>
<div><b>
General</b></div>
<ul>
<li>Minimum 3-4 years of experience providing technical support to clients with complex, multiple-platform software environment (within healthcare).</li>
<li>Strong knowledge of operating systems including Linux and Windows</li>
<li>Knowledge of VMware and networking.</li>
<li>Understanding of security patching across operating system and application levels.</li>
<li>Knowledge of DICOM, HL7 and hospital workflows (preferred).</li>
<li>Experience with databases (SQL/Oracle) (preferred).</li>
<li>Experience with storage solutions (preferred).</li>
<li>Experience of working within an ITIL disciplined environment.</li></ul><br>
<div></div>
<div><b>
Specific Skills:</b></div><br>
<div></div>
<ul>
<li>Strong interpersonal skills and customer service focus.</li>
<li>Excellent communication skills (verbal and written).</li>
<li>Positive attitude, proactive, self-starter, both action and results oriented.</li>
<li>Well-developed analytical, diagnostic and problem resolution skills.</li>
<li>A strong team player, maintaining a high level of quality in a challenging environment.</li>
<li>Continuous learning orientation; keeping aware of new and emerging technologies.</li></ul><br>
<div></div>
<div><b>
Location: Saudi Arabia, Egypt or Dubai
</b><br>
<br>
We offer:</div>
<div>
We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!</div></div><p></p>

IT Customer Support Lead

Blink Health

<div><div><p><b>Company Overview:</b></p>
<p>
Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products &ndash; BlinkRx and Quick Save &ndash; remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.</p>
<p>
BlinkRx is the world's first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can't afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn't have the medication in stock.</p>
<p>
We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!</p></div><h3 class="jobSectionHeader"><b>
About the Role</b></h3>
<p>
At Blink Health, we're committed to making prescription medications more affordable and accessible for everyone. Behind that mission is a reliable, scalable, and user-focused IT organization.</p>
<p>
We're looking for an IT Support Manager to lead our Service Desk team and own the end-to-end support experience for employees across Blink. This role is equal parts people leadership, operational ownership, and hands-on problem solving. You'll be responsible for ensuring our teams&mdash;from corporate functions to pharmacy operations&mdash;have seamless, secure, and efficient access to the tools they need to do their best work.</p>
<p>
You'll partner closely with Engineering, Network, and Information Security teams to support a growing, fast-paced environment, while continuously improving how we deliver IT support at scale.</p>
<h3 class="jobSectionHeader"><b>
What You'll Do</b></h3>
<h4 class="jobSectionHeader"><b>Lead the Service Desk</b></h4>
<ul><li>Own day-to-day Service Desk operations, ensuring high-quality, responsive support across the organization.</li>
<li>Hire, mentor, and develop a high-performing team with a strong customer-first mindset.</li>
<li>Set clear expectations, track performance, and continuously improve SLAs, KPIs, and team effectiveness.</li>
<li>Act as an escalation point for complex or high-impact issues, ensuring timely and thoughtful resolution.</li>
</ul><h4 class="jobSectionHeader"><b>Deliver a High-Quality Employee Experience</b></h4>
<ul><li>Ensure a seamless IT experience for all employees, including high-touch, white-glove support for executive stakeholders.</li>
<li>Oversee support across MacOS, Windows, and core SaaS platforms (Okta, Google Workspace, Slack, Zoom).</li>
<li>Maintain strong onsite support standards, including hardware setup, office support, and AV readiness for key meetings.</li>
</ul><h4 class="jobSectionHeader"><b>Own User Lifecycle &amp; Access Management</b></h4>
<ul><li>Lead onboarding and offboarding processes, ensuring timely and secure provisioning and de-provisioning of access.</li>
<li>Partner with HR and Security to ensure processes are efficient, compliant, and scalable.</li>
<li>Identify opportunities to automate and streamline identity and access workflows.</li>
</ul><h4 class="jobSectionHeader"><b>Drive Asset &amp; Endpoint Management</b></h4>
<ul><li>Own IT asset lifecycle management, including procurement, tracking, auditing, and refresh planning.</li>
<li>Ensure endpoints are securely managed and compliant using MDM tools such as Jamf and Intune.</li>
<li>Maintain clean, accurate inventory and documentation to support growth and operational needs.</li>
</ul><h4 class="jobSectionHeader"><b>Strengthen ITSM &amp; Change Management</b></h4>
<ul><li>Own and improve Service Desk processes across incident, request, problem, and change management.</li>
<li>Ensure the Service Desk is tightly integrated into change control processes, with clear communication and risk awareness.</li>
<li>Leverage tools like Jira Service Management to drive visibility, accountability, and continuous improvement.</li>
</ul><h4 class="jobSectionHeader"><b>Partner Across IT &amp; the Business</b></h4>
<ul><li>Work closely with Network Engineering, Information Security, and DevOps to support system changes, rollouts, and projects.</li>
<li>Act as the connective tissue between end users and technical teams, ensuring alignment and smooth execution.</li>
<li>Support security initiatives and compliance efforts as a key operational partner to InfoSec.</li>
</ul><h4 class="jobSectionHeader"><b>Improve, Scale, and Simplify</b></h4>
<ul><li>Use data and trends to identify recurring issues and implement long-term fixes.</li>
<li>Build and maintain a strong knowledge base and self-service capabilities.</li>
<li>Continuously look for ways to simplify processes, reduce friction, and improve the overall support experience.</li>
</ul><h3 class="jobSectionHeader"><b>What You'll Need</b></h3>
<ul><li>7+ years of IT support experience, with 2&ndash;3+ years leading Service Desk or IT Support teams.</li>
<li>Experience operating in fast-paced, high-growth environments with evolving priorities.</li>
<li>Strong technical foundation across MacOS, Windows, and modern SaaS tools (Okta, Google Workspace, Slack, Zoom).</li>
<li>Hands-on experience with ITSM tools (Jira Service Management preferred).</li>
<li>Experience with MDM platforms such as Jamf and/or Microsoft Intune.</li>
<li>Deep understanding of user lifecycle management and access provisioning.</li>
<li>Experience managing IT assets and supporting endpoint lifecycle at scale.</li>
<li>Solid understanding of ITIL principles, with a practical, execution-focused approach.</li>
<li>Strong communication skills and the ability to work effectively across technical and non-technical teams.</li>
<li>A bias toward action, ownership, and continuous improvement.</li>
</ul><h3 class="jobSectionHeader"><b>What Sets You Apart</b></h3>
<ul><li>You take ownership and operate with a strong sense of accountability.</li>
<li>You balance speed with quality in a fast-moving environment.</li>
<li>You focus on solving root causes, not just symptoms.</li>
<li>You build strong partnerships and communicate clearly across teams.</li>
<li>You care deeply about the employee experience and take pride in delivering great service.</li>
</ul><div><p><b>
Why Join Us:</b></p>
<p>
It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.</p>
<p>
We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</p>
<p>
Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.</p></div></div>

IT Support Manager (Service Desk)

DAS Health

<div><h2 class="jobSectionHeader"><b>MSP Field Services Team Lead</b></h2><br>
<b>
Location:</b> Hybrid &ndash; Orlando, FL (primary), with travel to client locations throughout Florida<br>
<b>Department:</b> MSP<br>
<b>Employment Type:</b> Full-Time | Exempt<br>
<div></div><h3 class="jobSectionHeader"><b>
About DAS Health</b></h3>
DAS Health is a leading provider of healthcare IT and managed services, supporting medical practices, healthcare systems, and senior living organizations across the United States and Canada. We combine deep healthcare expertise with best-in-class technology solutions to help our clients operate more efficiently, securely, and reliably.<br>
<div></div><h3 class="jobSectionHeader"><b>
Position Summary</b></h3>
The MSP Field Services Team Lead is a hybrid role that combines remote technical support with onsite technical services at client facilities. This position provides leadership and hands-on technical support to MSP clients, primarily in the Orlando, FL area, while also supporting client locations throughout Florida as business needs require.<br>
This role oversees daily Field Services operations, ensures adherence to service standards and KPIs, and serves as an escalation point for complex technical and client issues. The ideal candidate is highly technical, customer-focused, and flexible, with the ability to travel and provide after-hours support when required.<br>
<div></div><h3 class="jobSectionHeader"><b>
Key Responsibilities</b></h3><ul><li><b>
Lead and mentor the Field Services team</b> by providing coaching, training, and reinforcement of technical and operational standards</li><li><b>
Deliver hands-on technical support</b> both remotely and onsite to resolve advanced client issues and support overall MSP service delivery</li><li><b>
Manage scheduling and dispatch processes</b> to optimize technician utilization and ensure timely onsite support</li><li><b>
Travel to client locations</b> primarily in the Orlando area, with additional travel throughout Florida for projects, training, escalations, and special initiatives</li><li><b>
Coordinate onsite activities</b> involving internal field technicians and third-party field resources</li><li><b>
Document and enforce best practices</b> and standard operating procedures for the Field Services team</li><li><b>
Serve as an escalation point</b> for Field Services issues, ensuring timely resolution and clear communication with clients and internal stakeholders</li><li><b>
Monitor and action ConnectWise Manage Service Boards</b> to meet service level agreements and performance metrics</li><li><b>
Oversee day-to-day operations</b> including PTO approvals, timesheets, and workload distribution</li><li><b>
Address performance issues and employee concerns</b> professionally and promptly</li><li><b>
Maintain client documentation</b> including runbooks and service information</li><li><b>
Provide evening, weekend, and after-hours support</b> as required by business or client needs</li><li><b>
Perform additional duties</b> as needed</li></ul>
<div></div><h3 class="jobSectionHeader"><b>
Qualifications &amp; Requirements</b></h3><ul><li><b>
Education:</b> High school diploma or GED equivalent required</li><li><b>
Experience:</b> 3&ndash;5 years of experience in Field Services, IT Support, or a similar role within an MSP or enterprise IT environment</li><li><b>
Leadership:</b> Demonstrated experience managing, mentoring, or leading technical teams</li><li><b>
Technical Expertise:</b> Windows Server and cloud environments (Azure, AWS, WVD); Microsoft 365 Email and Office products; Microsoft Windows, macOS, and Linux environments; networking concepts and infrastructure</li><li><b>
Skills:</b> Advanced troubleshooting and problem-solving abilities; strong verbal and written communication skills; excellent organization, time management, and attention to detail; ability to manage multiple concurrent tasks or tickets</li><li><b>
Work Style:</b> Self-starter with a professional demeanor and ability to work independently within a remote or distributed team</li><li><b>
Availability:</b> Willingness to work evenings, weekends, and after-hours as business needs require</li><li><b>
Travel:</b> Valid driver&rsquo;s license with reliable transportation and the ability to drive to client locations throughout Florida</li><li><b>
Preferred Certifications:</b> CompTIA A+ and Network+; Microsoft certifications (e.g., MCSE, MTA: Windows Server Administration Fundamentals)</li></ul>
<div></div><h3 class="jobSectionHeader"><b>
Work Environment &amp; Travel Expectations</b></h3>
This is a hybrid role that balances remote work with onsite client support. Regular travel is expected&mdash;primarily within the Orlando area&mdash;with additional travel throughout Florida for projects, training, and escalations. Flexibility is essential to support client needs and after-hours work when required.<br>
<div></div><h3 class="jobSectionHeader"><b>
Why Join DAS Health?</b></h3>
At DAS Health, we value collaboration, accountability, and continuous improvement. We offer a supportive environment where your expertise makes a direct impact on client success.<br>
<b>Our team members enjoy:</b><ul><li>
Competitive compensation</li><li>
Comprehensive benefits package</li><li>
Paid time off and holidays</li><li>
Opportunities for professional growth and development</li><li>
A mission-driven organization focused on improving healthcare through technology</li></ul>
<div></div><h2 class="jobSectionHeader"><b><i>
DAS Health is an equal opportunity employer and is committed to creating an inclusive environment for all employees.</i></b></h2><p>
</p><p>tFCs53Lzdy</p></div>

MSP Field Services Team Lead

Cushman & Wakefield

<div><p><b>Job Title</b></p>
Technology Support Lead<p></p><p><b>
Job Description Summary</b></p>
Provides first level support for designated end users. The job will require you to handle inbound calls / emails / chats regarding technical issues from designated end users. Has technical experience and skills in the areas of customer service, problem determination, and analysis.<p><b>
Job Description</b></p><p><b>
Essential Job Duties</b></p><ul><li>
Responsible for providing first-line telephone, chat, or email technical support of hardware, systems, sub-systems and/or applications for designated internal users</li><li>
Perform support functions to include: setup of peripheral equipment, software installs and configuration, wireless and LAN configurations, and resolve access issues and other issues as required</li><li>
Creation of incident tickets in ServiceNow for reported incidents or requests for service</li><li>
Incident ticket documentation including problem description, work history, and resolution</li><li>
Resolving incidents in a timely manner to meet the defined Service Level Targets</li><li>
Fulfillment of IT Service Requests for designated internal users</li><li>
Support and troubleshooting for mobile devices</li><li>
Interface with Global IT Service Desk and other support groups as required</li><li>
Performs other related duties as required or requested</li></ul><p></p><p><b>
Minimum Requirements
</b></p><ul><li>Associates degree or college coursework</li><li>
2 -3 years of technical experience in a similar role</li><li>
ITIL Foundation Level certification preferred or demonstrate knowledge of processes</li><li>
Industry related technical certificates are a plus or any similar combination of education and experience</li><li>
Proficient with Windows OS</li><li>
Proficient with O365 and MS Office Suite</li><li>
Proficient with Apple and Android devices</li><li>
Familiar with remote support tools</li></ul><p></p><p><b>
Competencies</b></p><ul><li>
Customer focused</li><li>
Critical thinker / problem solver</li><li>
Professionalism &amp; work ethic</li><li>
Interpersonal communication</li><li>
Technical aptitude</li></ul><p></p><p><b>
AAP/EEO STATEMENT</b><br>
C&amp;W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.</p><p></p><p><b>
OTHER DUTIES</b><br>
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.</p><br>
<p></p>
Cushman &amp; Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.<br>
<p></p>
The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate&rsquo;s experience and qualifications.<br>
<p></p>
The company will not pay less than minimum wage for this role.<br>
<p></p>
The compensation for the position is: $ 132,100.20 - $155,412.00<p></p>
Cushman &amp; Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.<p></p><p>
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman &amp; Wakefield, please call the ADA line at <b>1-888-365-5406</b> or email Accommodations@cushwake.com. Please refer to the job title and job location when you contact us.</p><p></p>
INCO: &ldquo;Cushman &amp; Wakefield&rdquo;</div>

Technology Support Lead

Inovalon

<div><div><p>Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.</p>
<p>
Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare's greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.</p></div><p><b>
Overview:</b> The Technical Product Support Team Lead will respond to internal team requests (phone, email, chat) to provide assistance on products. They will assist with maintaining adequate phone coverage for inbound customer calls, assist with case/queue management, gather feedback from team members regarding process updates/changes, make recommendations for training and assist with onboarding of new hires. The Technical Product Support Team Lead will score cases for quality purposes and provide feedback to the individual team members.<b>
</b></p><p><b>Duties and Responsibilities:</b></p>
<ul>
<li>Assist team members with difficult issues by offering technical expertise and training where applicable;</li>
<li>Take ownership of complex cases for further handling as appropriate;</li>
<li>Responsible for ownership of assigned Salesforce queues;</li>
<li>Monitor phone and email queues to ensure department service standards are met;</li>
<li>Perform ongoing Q&amp;A sessions with team members in effort to increase knowledge and improve troubleshooting techniques;</li>
<li>Coach new and existing team members on case quality evaluations to ensure accuracy and improve job knowledge;</li>
<li>Assist management with customer escalations received via phone, email, etc.;</li>
<li>Review team member cases when absent to ensure timely follow-up and next action dates are met;</li>
<li>Elevate cases to Tier II for assistance as necessary;</li>
<li>Coordination of customer communications, including unplanned outages, product releases, and planned maintenance;</li>
<li>Take ownership of special projects at request of management;</li>
<li>Demonstrates leadership skills and acts as a strong team player who interacts with all parts of the organization;</li>
<li>Ability to diffuse difficult customer conversations;</li>
<li>Takes initiative to perform various tasks independently with limited supervision;</li>
<li>Other duties as assigned;</li>
<li>Maintain compliance with Inovalon's policies, procedures and mission statement;</li>
<li>Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and</li>
<li>Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company.</li>
</ul>
<p><b>Job Requirements:</b></p>
<ul>
<li>Minimum 5 years of experience in a call center environment;</li>
<li>Minimum 2 years of Healthcare IT industry or medical billing experience;</li>
<li>Minimum 1 year experience as a Technical Support II or III role in Provider BU;</li>
<li>Experience with MS Office Products;</li>
<li>Experience multi-tasking in a fast paced, detail-oriented environment;</li>
<li>Healthcare EDI Knowledge (ANSI 835, 837, 270/271);</li>
<li>Knowledge working with Problem Management, Records Management ticketing system (Salesforce);</li>
<li>Experience organizing and managing workload efficiently and prioritizing projects;</li>
<li>Experience with using and supporting Software as a Service (SaaS); and</li>
<li>Extensive knowledge in one or more Inovalon services.<b>
</b></li></ul><p><b>Education:</b></p>
<ul>
<li>Associate's degree is required and</li>
<li>Bachelor's degree is preferred.</li>
</ul>
<p><b>Physical Demands and Work Environment:</b></p>
<ul>
<li>Sedentary work (i.e. sitting for long periods of time);</li>
<li>Exerting up to 10 pounds of force occasionally and/or negligible amount of force;</li>
<li>Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;</li>
<li>Subject to inside environmental conditions; and</li>
<li>Travel for this position will include less than 5% locally usually for training purposes.</li>
</ul><div><p><i>
This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)</i></p>
<p><i>
If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply</i><i>. Inovalon is most interested in finding the best candidate for the job</i><i>,</i><i> and you may be just the right person for this or other roles.</i></p>
<p><i>
By embracing </i><i>inclusion</i><i>, </i><i>we enhance our work environment and drive business success. Inovalon strives to </i><i>provide equal opportunit</i><i>ies</i><i> to</i><i> the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</i></p>
<p><i>
Inovalon is proud to be an equal opportunity workplace</i><i>. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or </i><i>v</i><i>eteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</i></p>
<p><i>
To review the legal requirements, including all labor law posters, please visit this </i><i>link</i></p>
<p><i>
To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this </i><i>link</i></p></div></div>

Technical Product Support Team Lead

Arvato

<div>
 <p>
  <strong>
   Arvato
  </strong>
  is an innovative and international leading service provider in the field of e-commerce and supply chain management.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Partners come together with industry specialists in the fields of
  <strong>
   Telecommunication, Hightech &amp; Entertainment, Automotive, Bank, Insurance, Healthcare, Consumer Products
  </strong>
  and
  <strong>
   Publisher
  </strong>
  .
 </p>
 <p>
  More than 17,000 employees work together to provide practical and relevant solutions and services worldwide. Using the latest digital technology, Arvato develops, operates and optimizes complex global supply chains and e-commerce platforms, as the strategic growth partner for its customers. Arvato combines the know-how of its employees with the right technology and appropriate business processes to measurably increase the productivity and performance of its partners.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Arvato is a wholly owned subsidiary of Bertelsmann SE &amp; Co. KGaA.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   General Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Associate&rsquo;s or bachelor&rsquo;s degree in computer technologies, Computer Engineering, Management Information Systems, or related fields
  </li>
  <li>
   Minimum 5 years of experience in Information Technologies, preferably with at least 1&ndash;2 years of team management experience
  </li>
  <li>
   Strong knowledge of ITIL processes (Incident, Problem, Change, Request, SLA Management)
  </li>
  <li>
   Experience with Service Desk / ITSM and ticket management tools
  </li>
  <li>
   Hands-on experience with Windows 10/11, Microsoft 365, Active Directory, and user &amp; license management
  </li>
  <li>
   Preferably experienced in JIRA, SOTI, MYQ, BEAM, or similar systems
  </li>
  <li>
   Basic networking knowledge (LAN/WAN, TCP/IP, VPN, wireless networks)
  </li>
  <li>
   Experience in asset and license management processes
  </li>
  <li>
   Excellent command of English (both written and verbal communication)
  </li>
  <li>
   Strong problem-solving, analytical thinking, and process improvement skills
  </li>
  <li>
   Ability to adapt to a dynamic and fast-paced working environment
  </li>
  <li>
   Experience in reporting and KPI tracking
  </li>
  <li>
   For male candidates, completion of military service
  </li>
  <li>
   Ability to work in a shift-based schedule
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Description
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Manage the daily operations of the IT Support team, ensuring proper task allocation and prioritization
  </li>
  <li>
   Ensure incoming incidents and requests are resolved within SLA targets and monitor performance
  </li>
  <li>
   Ensure IT support processes are conducted in compliance with company procedures and information security standards
  </li>
  <li>
   Manage hardware, software, and license inventory tracking through BEAM or similar systems; oversee compliance and optimization processes
  </li>
  <li>
   Manage installation, maintenance, and operational continuity of all company hardware (notebooks, desktops, printers, handheld terminals, tablets, modems, etc.)
  </li>
  <li>
   Coordinate Microsoft 365 and user account management processes
  </li>
  <li>
   Monitor information security processes (antivirus, updates, security alerts, etc.)
  </li>
  <li>
   Organize support processes for field teams and remote locations when necessary
  </li>
  <li>
   Manage communication with service providers and external vendors and monitor their performance
  </li>
  <li>
   Prepare weekly/monthly operational IT reports and present them to management
  </li>
  <li>
   Conduct root cause analysis of support tickets and plan permanent corrective actions
  </li>
  <li>
   Manage team performance evaluations, development plans, and training processes
  </li>
  <li>
   Track and report KPIs and performance metrics related to support processes
  </li>
  <li>
   Support audit processes (ISO 27001, etc.)
  </li>
  <li>
   Ensure documentation, knowledge base, and procedures are kept up to date
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   #teamArvato
  </strong>
 </p>
 <p>
 </p>
</div>


Senior IT Support Specialist

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