Senior Director, IT Service Desk (Contact Center) Hybrid
Primary Location Corona, CA
Worker Location Flexible
Job Number 1323904 Date posted 12/19/2024
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Description:
Essential Responsibilities:
This person must reside in a state where Kaiser Permanente does business. This includes CA, OR, WA, CO, HI, MD, VA, DC, GA.
Job Summary:
In addition to the responsibilities listed below, this Senior Director position is also responsible for leading and overseeing 24/7 IT Service Desk operations, ensuring the delivery of high-quality support for applications, infrastructure, and systems across the organization. This role will focus on achieving first contact resolution, managing delivery teams in multiple locations with multiple telephony and chat queues focused on customer segments. The Senior Director will work closely with market and business unit IT and business leaders to align service desk operations with business goals and objectives. Additionally, this role will involve developing and implementing strategies to improve service desk performance by monitoring and analyzing performance metrics, and fostering a culture of continuous improvement, innovation, and customer satisfaction. Leading a dynamic and complex contact center environment, the Senior Director will also be responsible for overseeing the day-to-day operations of the IT Service Desk and other contact center functions, ensuring smooth and efficient operations. This includes ensuring optimal alignment of contact center volume and scheduling to maintain service desk performance levels. This role is also responsible for establishing key performance indicators (KPIs) and setting performance goals.
Essential Responsibilities:
- Directs the operations of multiple units and departments by identifying customer and operational needs; analyzing resources, costs, and forecasts and incorporating them into business plans; engaging strategic, cross-functional business units to champion and drive support for business plans and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; anticipating and removing obstacles that impact performance; addressing performance gaps and implementing contingency plans accordingly; ensuring products and/or services meet customer requirements and expectations while aligning with organizational strategies; serving as a subject-matter expert and trusted source to executive leadership; and providing influence and consultation in the development of the larger organizational or business strategy.
- Models and drives continuous learning and maintains a highly skilled and engaged workforce by aligning cross functional resource plans with business objectives; overseeing the recruitment, selection, and development of talent; motivating and empowering teams; building organizational capacity and developing high potential employees for growth opportunities and advancement; staying current with industry trends, benchmarks, and best practices; providing guidance and leadership when difficult decisions need to be made; and ensuring performance management guidelines and expectations align with and drive business objectives and results.
- Oversees the service delivery process and outcomes for first, second, and third level support for products and applications.
- Follows, oversees, and approves the development of standard operating procedures.
- Directs key performance indicators (e.g., performance, availability, capacity) efforts.
- Oversees troubleshooting efforts and collaboration with other IT groups.
- Oversees efforts to analyze and prioritize incoming requests and alerts.
- Oversees resolution proposal to prevent issue recurrence.
- Provides overall direction and guidance in tracking and documentation by monitoring resolution of problems to achieve closure.
- Oversees analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
- Oversees departmental and enterprise changes to the production environment, according to established change control processes.
- Oversees recurring and escalated problems.
- Oversees meetings with multiple vendors to resolve service failures or issues.
- Directs execution of disaster recovery and business continuity processes and events.
- Oversees after hours on call support.
- Oversees vendor invoices.
- Oversees information distribution (e.g., procedures, installation, configuration) related to new technology.
- Sponsors the use of a knowledge repository for technical support.
- Oversees procedures for incident escalation.
- Oversees the development of plans and coordinates resources for special projects with vendors.
- Oversees the documentation of workarounds for problem records and changes to proactive processes.
- Oversees vendor performance and provides direction for service improvements or revisions to strategy.
- Oversees vendor systems access.
Minimum Qualifications:
- Minimum six (6) years supervisory experience.
- Minimum four (4) years managing operating budgets and/or project financials.
- Minimum four (4) years contact/call center leadership experience.
- Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum twelve (12) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.
Additional Requirements:
Preferred Qualifications:
- Master's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field.
- Four (4) years experience working with contact center workforce management tools used for call scheduling, forecasting and intraday management (i.e. NICE, Verint, Colabrio, Aspect).
Primary Location: California,Corona,Corona Data Center Admin
Additional Locations:
Atlanta
Pleasanton Tech Cntr Building A, 4460 Hacienda Dr. Bldg. A, Pleasanton,California, 94588
KPIT - Dole Annex, 680 Iwilei Rd. Ste. 600, Honolulu,Hawaii, 96817
Nicolai Service Center, 2850 NW Nicolai Ave., Portland,Oregon, 97210
Greenwood Plaza IT, 6560 Greenwood Plaza Blvd., Greenwood Village,Colorado, 80111
New Carrollton Administration, 4000 Garden City Dr., Hyattsville,Maryland, 20785
Renton Administration - Rainier, 2715 Naches Ave. SW, Renton,Washington, 98057 Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Worker Location: Flexible Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee Job Level: Director/Senior Director Specialty: Operations and Support Department: KPIT ADMIN - ITO EUS RCS - 9601 Pay Range: $196000 - $253550 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location. Travel: No Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Atlanta
Pleasanton Tech Cntr Building A, 4460 Hacienda Dr. Bldg. A, Pleasanton,California, 94588
KPIT - Dole Annex, 680 Iwilei Rd. Ste. 600, Honolulu,Hawaii, 96817
Nicolai Service Center, 2850 NW Nicolai Ave., Portland,Oregon, 97210
Greenwood Plaza IT, 6560 Greenwood Plaza Blvd., Greenwood Village,Colorado, 80111
New Carrollton Administration, 4000 Garden City Dr., Hyattsville,Maryland, 20785
Renton Administration - Rainier, 2715 Naches Ave. SW, Renton,Washington, 98057 Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Worker Location: Flexible Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee Job Level: Director/Senior Director Specialty: Operations and Support Department: KPIT ADMIN - ITO EUS RCS - 9601 Pay Range: $196000 - $253550 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location. Travel: No Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
