Technical Support Lead- Hybrid

This position is a hybrid role, expected to be in a Bloom NOC Facility (Bloomington, IN) a minimum of 10-12 days a month.

This role is not eligible for Work Visa sponsorship, now or in the future.

 

Position Overview:

Bloom, the insurance industry’s trusted growth partner, is looking for a talented, disciplined, and self-motivated technical support lead with deep experience building and operating an efficient technical support organization.

We are a leading SaaS provider in the healthcare industry that continues to grow as the demand for healthcare services continues to increase.  This is an exciting role where ideal candidates will have experience working in a health care environment with some familiarity with HIPAA, HITRUST, and related security requirements. Additionally, this position will operate part-time in our Bloomington, Indiana facility to oversee the equipment distribution hub for the company with broad schedule flexibility.

This role will have autonomy to refine the processes, systems, and procedures to achieve operational efficiency of our technical support group.  The successful candidate will measure what matters and uses metrics to drive continuous improvement of our technical support operations. 

This role will have the responsibility of improving legacy processes to achieve a world-class onboarding and offboarding experience for team members, including effective equipment recovery and problem resolution.  We are seeking a candidate well-versed in ITIL and ITSM tools with the discipline and experience to prevent issues and proactively address upcoming bottlenecks.

 

Position Responsibilities:

Process Excellence & Operational Leadership

• Evaluate, redesign, and continuously refine all processes, systems, and procedures that govern technical support operations, ensuring alignment with organizational goals and industry best practices
• Establish and maintain a metrics-driven operating model by defining, measuring, and reporting on key performance indicators that reflect service quality, team efficiency, and employee satisfaction
• Leverage data analytics and reporting tools to identify trends, uncover root causes, and implement targeted improvements across all support functions
• Direct and monitor daily technical support operations to ensure adherence to service level agreements (SLAs), response standards, employee satisfaction, and quality objectives
• Design and implement scalable support processes, escalation protocols, and workflow efficiencies that enhance service delivery and align with best practices

Employee Lifecycle Experience

• Manage day-to-day support operations for company including assignment, resolution, and management of support tickets in queue.
• Design and implement service level agreements and supporting systems to deliver a seamless, high-quality onboarding and offboarding experience for all employees
• Own the technical onboarding journey end-to-end, creating a world-class first-day experience characterized by consistency, preparedness, and attention to detail
• Develop standardized workflows and checklists that ensure every new hire is equipped, provisioned, and productive from day one

Knowledge Management & Self-Service Enablement

• Lead the creation and maintenance of comprehensive runbooks, playbooks, and troubleshooting guides that enable faster incident resolution and reduce employee downtime
• Build and curate a self-help knowledge base that empowers employees to resolve common issues independently, improving satisfaction while reducing ticket volume

Endpoint Standardization & Platform Management

• Evaluate existing systems and implement an improved endpoint standardization framework using Microsoft InTune, AutoPilot, Jamf, and related deployment tools to minimize configuration variability and ensure consistent device experiences across the organization
• Provide expert-level support for a hybrid workforce operating across Windows, macOS, and Linux environments, maintaining deep technical proficiency in each platform

Security & Compliance

• Maintain current knowledge of healthcare-related security