Manager - End User Support

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

How will this role have an impact?

As the Manager, End-User Support Operations you will have overall accountability for ensuring support services are delivered in accordance with agreed business requirements. This role is responsible for service delivery, representing the team with other stakeholders, career pathing for team members and driving operational efficiencies.

This role will report to our Director, Service Operations.

What will you do?

Accountable for the overall quality of Service Desk and Desktop support operations, this includes the support of Signify Health employees and contracted Providers 

• Track and report Service Desk and Desktop team metrics

• Own ticket “hygiene” for Service Desk and Desktop teams including but not limited to trending, quality audits and identify remediation plans

• Escalation management

• Hiring, training and managing service desk and desktop team personnel

• Assists director in goal creation for team and individuals

• Operationalize the strategic vision for the support team service delivery

• Identify improvement areas internally as well as work closely with all internal stakeholders to prepare solution

• Create a variety of reporting solutions such as operational reports, scorecards, or dashboards to visualize business unit performance and trends

• Establish strong rapport with interdepartmental peers and team personnel

• The ability to manage time effectively while setting the tone of the team through modeling and leadership

We are looking for someone with:

• Bachelor’s degree or equivalent combination of education and experience

• 5+ years of experience in an IT support role with both internal and external customers. 

• 2+ years of prior experience managing supervisors and a team of 10 people or more.

• Demonstrated experience with Microsoft Excel, MS Power BI or similar, Windows 10/11, IOS, MAC OS, Google Suite, iPads, Dell Laptops, MacBooks

• ITIL Certification strongly preferred

• Excellent verbal and written communication skills (English)

• Ability to define work processes and lead team members in successful implementation and ongoing execution

• Availability to work outside normal business hours if needed

• Able to effectively manage multiple deliverables and priorities to meet deadlines

• Strong understanding of compute, Atlassian software stack, Agile methodologies, principles and practices as well as emerging trends

This role is hybrid and you must be willing to work in the Dallas Office 3 days per week. 

About Us:

As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members’ needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make healthcare more personal, convenient and affordable.

Signify Health, A CVS Health company, provides value-based care, reduces costs and improves outcomes for older adults. Our network of more than 12,000 clinicians across 50 states provides health risk assessments to health plan members. This brings clinicians into patients’ homes to identify chronic conditions, help bridge gaps in care, address social and behavioral risk factors on health and improve members' engagement.

Pay Range

The typical pay range for this role is:

$75,400.00 - $165,954.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of