Deputy Program IT Manager

VECRA is seeking a Full-Time DEPUTY PROGRAM IT MANAGER

Do you like to help others? VECRA is looking for candidates with a desire to help others by provide onsite IT and remote technical support, in addition to ensuring our Customer Benefit Representatives (CBRs) understand the benefits of having support as family caregivers who are caring for their loved ones at home.

ROLES AND RESPONSIBILITIES

Oversee the IT and Desktop support in addition to serving as the Deputy Program Manager to the Customer Benefit Representatives (CBRs). Duties will include ensuring VECRA VIPs have the required systems to perform their day-to-day assignments in addition to supporting the Program Manager with formulating and enforcing work standards, assigning Customer Benefit Representative schedules, reviewing work discrepancies, and communicating policies, purposes, and goals of the project to subordinates.

• Set up laptops, desktops, telephone systems, mobile applications, and technical refreshes as needed
• Own the IT support to ensure emails are setup, creation of sharepoints, and protecting VECRA electronic systems
• Setting up virus protections
• Conducts and/or facilitates the preparation of the efficient and effective program metrics, other reports, and briefings as required. Know and support VECRA departmental procedures and keep up-to-date as they change
• Support the Program Manager in day-to-day operations.
• Assist in overseeing Tier I, II, and III representatives.
• Address operational challenges and provide solutions.
• Collaborate with the Project Specialist for reporting and data analysis.
• Contribute to the development and revision of training programs and materials.
• Participate in strategic planning sessions with UHC and Careforth.
• Ensure smooth coverage of program operations in the absence of the Program Manager
• Other duties as assigned

This list is not intended to be comprehensive. Additions may be made at the discretion of contract needs. This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

REQUIRED SKILLS AND QUALIFICATIONS:

• 5 years of demonstrated desktop support experience including remote-in capability
• 5 years of demonstrated high-volume call center experience
• Strong interpersonal skills with the ability to interact with internal/external customers and across organizational elements.
• Experience providing excellent customer service in supporting contract responsibilities.
• Ability to motivate and lead diverse teams in service delivery and personnel management.
• Excellent verbal and written English communication skills
• Detail-oriented with a focus on quality and continuous improvement.
• Persons fluent in verbal and written Spanish communication skills are encouraged to apply
• US citizenship, or must be authorized to work in the USA

DESIRED SKILLS

• Proven ability to work in a fast-paced environment handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules and under pressure of deadlines while maintaining performance standards.
• Outstanding problem-solving skills
• Have exemplary organizational skills
• Ability to learn and adapt in a constantly evolving environment
• Ability to multitask daily and exhibit excellent time management skills

EDUCATION

Bachelors degree in a Human Service or Health Service/Administration or IT field.

Masters degree a plus.

• Adequate and relevant experience in customer/client service roles may be substituted for educational requirements.

OTHER

Shift: Days; 8:30am – 5:00pm

Schedule: Monday – Friday

Job Class: Deputy Program Manager

Location | Place of Performance: Onsite

Req Type: Full-Time, 40 hours

Travel: None

Salary: Competitive

BENEFITS

We offer a competitive benefits package for full-time employees to include paid holidays, paid time off, medical, dental, short and long-term disability.

VECRA, Inc. is an equal opportunity and affirmative action employer. VECRA is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. VECRA maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.