Manager, End User Support

$90,000 - $110,000/Yr

Conduent - Denver, CO

Full-time - Manager

Remote - Denver, CO

10,001+ employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Manager of End User Support at Conduent is responsible for overseeing the daily operations of the End User Support Call Center, ensuring that all contract responsibilities and performance standards are met. This role involves managing a team, developing operational policies, and providing training and user support, all while maintaining effective communication with project managers and stakeholders.

Responsibilities

• Managing and serving as the single point of contact for all day-to-day operations activities encompassed in the Contract (Medicaid Enterprise Data Warehouse).
• Overseeing operations and maintenance staff for End User Support Call Center, Training, System Documentation, and Performance Reporting.
• Assisting the customer's Project and Contract Manager(s) with Contract monitoring to ensure that Contract responsibilities and performance standards are met.
• Developing operational policies and procedures to ensure timely and accurate reporting deliverables.
• Communicating deliverable project timelines and potential risks.
• Monitoring and coordinating the transfer of data and deliverables between the data warehouse and other vendors, providers, or other State agencies.
• Providing training, user support, and Help Desk functions.

Requirements

• Have a bachelor's degree.
• Possess a minimum of five years' supervisory or management experience.
• Demonstrate a minimum of three years' experience working in end user support.
• Show proven ability to manage operations that include transaction processing and other activities, preferably in government services to consumers, particularly health and human services or an equivalent combination of education and experience.
• Display proficiency with Microsoft Office Suite.
• Have experience in public sector healthcare, Medicaid and/or CHIP desired.

Nice-to-haves

• Experience in public sector healthcare, Medicaid and/or CHIP.

Benefits

• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Opportunities for advancement
• Paid holidays
• Paid time off