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Team Lead, Technology Help Desk

2 months ago

Louisville, United States Waystar Full time

ABOUT THIS POSITION

The Team Lead of Technology Help Desk is responsible for end user hardware and software deployment, support, and retirement, including phone support via the team’s call center, and field support at all company locations. Additional responsibilities include the planning, procurement, configuration, deployment, maintenance, support, training on, and retirement of hardware and software assets; maintenance of required assets and chain of custody documentation; support of the company’s Technology Service Management system; adherence to defined SLAs; assisting in training new team members; leading change throughout the team; and execution of exceptional support and customer service.

WHAT YOU'LL DO

  • Provides Tier 1 and Tier 2 end user hardware and software support in the Technology call center and in field locations as required. ​

  • ​Conducts and/or monitors the team’s recurring tasks and maintenance checklists 

  • Identifies trends in support issues and system failures, and proposes solutions 

  • Maintains both personal and team-wide workspaces to ensure efficient performance and a positive environment 

  • Participates in the team’s weekly 24x7 on-call rotation  

  • Coordinates troubleshooting, escalation, and communication regarding system outages and user issues 

  • Works with the Manager to provide input on yearly goal planning, budget planning, and opportunities for growth 

  • Executes mid-level projects, involving Technical Services Engineers 

  • Acts as a resource for ongoing projects that require support from the Technical Services Engineering team 

  • Plans and leads high-level projects, involving Technical Services Engineers 

  • Plans and leads complex training exercises to educate team members on new or existing technologies 

  • Creates and implements solutions to gaps in Tier 1 and Tier 2 support throughout the company 

  • Coordinates with other teams to address gaps in support throughout the company 

  • Communicates constantly and consistently the overall atmosphere and production of the team to Manager or Team Leader 

  • Mentors fellow team members in their development, helping them to build correct technical solutions 

  • Additional duties as assigned 

WHAT YOU'LL NEED

  • Strong understanding of Technology support operations 

  • Clear and concise written and verbal communication skills 

  • Excellent analytical and troubleshooting capabilities 

  • Strong organizational skills and the ability to prioritize tasks without direct supervision 

  • Ability to plan and execute high-level projects and deployments with minimal supervision 

  • Ability to lead and mentor junior team members 

  • Bachelor’s degree in related field or equivalent work experience 

  • 4+ years of related work experience preferred

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers.  We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter.  

WAYSTAR PERKS

  • Competitive total rewards (base salary + bonus, if applicable)
  • Customizable benefits package (3 medical plans with Health Saving Account company match)
  • Generous paid time off starting at 3 weeks + 13 paid holidays including 2 personal floating holidays
  • Paid parental leave (including maternity + paternity leave)
  • Education assistance opportunities and free LinkedIn Learning access
  • Free mental health and family planning programs, including adoption assistance and fertility support
  • 401(K) program with company match
  • Pet insurance
  • Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.