Community Supports Lead Case Manager at Pacific Health Group handling care for Medi - Cal members in California. Guiding members through comprehensive care coordination and advocacy.
About the role
- Technology Support Manager ensuring stability and reliability of technical support across The UPS Store's 5,400-unit network. Managing both vendor-managed and internal technical support teams for best-in-class customer service.
Responsibilities
- Lead and manage the day-to-day operations of the Level 2 Technology Support team, ensuring timely and effective resolution of technical issues across the 5,400-unit network
- Oversee the vendor-managed Level 1 support team, ensuring adherence to SLAs, quality standards, and escalation protocols
- Maintain seamless coordination and communication between Level 1 and Level 2 teams to ensure a consistent end-user experience
- Oversee the administration, optimization, and evolution of ticketing platforms, ensuring proper configuration, reporting, and workflow management
- Lead the ongoing evolution of the ticketing platform, integrating AI, automation, and advanced analytics, to streamline support workflows, increase efficiency, and reduce overall operational costs
- Manage and maintain a comprehensive knowledge base, ensuring accurate, relevant, and user-friendly documentation for both internal support teams and franchisees
- Partner with internal teams and vendors to implement new tools or enhancements that strengthen support operations
- Direct the design, implementation, and ongoing improvement of support processes, workflows, and tools to optimize efficiency and service quality
- Monitor support performance metrics, identify trends, and drive continuous improvement initiatives to reduce ticket volume, improve resolution times, and enhance service reliability
- Conduct root-cause analysis (RCA) and implement long-term fixes to prevent recurring issues
- Provide guidance on industry best practices, modern support methodologies, and emerging technologies relevant to technical support operations
- Analyze and evaluate support activities to meet targeted time, cost, and quality benchmarks
- Develop and maintain reporting dashboards, service metrics, and performance insights that inform executive-level decision making
- Collaborate with internal departments (IT, Operations, Product Development, Field Support) to support system rollouts, updates, and technology initiatives impacting franchisees
- Manage the relationship with Level 1 support vendor, including performance evaluations, SLA oversight, contract adherence, and operational alignment
- Provide direction on quality expectations, escalation management, and process improvements for vendor teams
- Recruit, train, coach, and develop Level 2 support team members to build strong technical capabilities and high service standards
- Foster a culture of responsiveness, accountability, and continuous improvement within the support organization.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field required
- 5+ years of experience in technical support, IT service management, or related technology operations roles, with at least 3+ years in a supervisory or management capacity
- Proven experience managing multi-tier support organizations (Level 1 and Level 2), including vendor-managed teams
- Hands-on experience with enterprise ticketing and ITSM platforms, Salesforce Service Cloud, ServiceNow, or similar systems strongly preferred
- Demonstrated success in optimizing ticketing workflows, implementing automation, AI, or self-service capabilities, and driving efficiency improvements
- Experience leading or supporting technology platform transitions or large-scale system rollouts
- Strong background in root-cause analysis, incident management, and service quality improvement
- Experience managing and maintaining a knowledge base or knowledge management system
- Familiarity with AI-driven support technologies, including chatbots, automated triage, predictive analytics, or machine-learning–based tools that enhance ticket routing, reduce resolution times, or improve support efficiency.
- Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.
Benefits
- Medical/prescription drug coverage
- Dental & Vision Benefits
- Flexible Spending Account
- Health Savings Account
- Dependent Care Flexible Spending Account
- Basic and Supplemental Life Insurance & Accidental Death and Dismemberment
- Disability Income Protection Plan
- Employee Assistance Program
- Educational Assistance Program
- 401(k) retirement program
- Vacation
- Paid Holidays and Personal time
- Paid Sick/Family and Medical Leave time as required by law
- Discounted Employee Stock Purchase Program
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