Job Description
Supervise a technical support team, providing leadership, technical guidance, and strategic direction to ensure efficient resolution of application issues and exceptional customer service.
Job Responsibilities
1. Promote the goals of the Product Services & Management department by selecting, motivating, and training capable team members.
2. Lead the activities of the assigned team by communicating effectively and providing guidance to achieve department objectives.
3. Utilize current technology to gather, store, analyze, and disseminate information for strategic decision-making.
4. Analyze internal and external data to produce dashboards, metrics, and insights, and identify trends or anomalies.
5. Collaborate with development teams to design business intelligence solutions.
6. Implement initiatives to minimize external threats, capitalize on market opportunities, and enhance competitiveness.
7. Participate in strategic planning; present insights to leadership and recommend future actions.
8. Perform related duties as required, considering all essential functions under the Americans with Disabilities Act.
Preferred Skills
* Deep understanding of mobile and web applications.
* Strong analytical and troubleshooting skills.
* Familiarity with APIs and networking concepts (TCP/IP, DNS, firewalls).
* Knowledge of operating systems (iOS, Android, Windows, macOS).
* Experience with various devices (smartphones, tablets, desktops).
* Experience using ticketing systems.
* Proven leadership and team management abilities.
* Ability to prioritize multiple tasks effectively.
* Experience managing technical incidents.
* Ability to develop and monitor KPIs and team performance.
* Strong communication skills.
* Decision-making skills and customer service orientation.
* Adaptability to changing technology and business needs.
* Experience with HIPAA regulations.
* Familiarity with retail, specialty, or PBM pharmacy workflows and prescription fulfillment.
* Proven track record of achieving business objectives.
* Ability to work independently and collaboratively in a fast-paced environment.
* Understanding of SDLC and Agile methodologies.
Job Qualifications
* Bachelor's Degree or equivalent combination of education and experience.
* 6-8 years of industry experience in technical support (preferred).
* 2-5 years of leadership and IT experience required.
Travel and Working Arrangements
* May require travel for business needs.
* May require on-call support after hours.
* Flexible shift options within 7 AM to 7 PM, including weekends and holidays as needed.
Additional Salary Details
The listed salary range is a good faith estimate and may be adjusted based on factors such as location, experience, education, and internal policies.
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