Manager, IT Support at GoHealth

| Chicago
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GoHealth is seeking a Manager of IT Support to lead our IT Support Operations team and continue to build upon the well-functioning technical environment and the in-house technical hardware, software and system support. Members of this team work with a variety of equipment and systems including desktops, laptops, network connectivity, and Windows/Mac/Linux software as well as all corporate A/V equipment. You will come in with a proactive and eager mind to help drive the actions of our team in rapidly responding to technical issues impacting end users and key business operations. GoHealth has 4 locations (2 in Chicago) and you will be responsible for the oversight of IT Support employees and technical support amongst our overall geographical footprint. Building and maintaining relationships cross-functionally will be important to you and at all levels with the organization.

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities’ and the CDC.

Responsibilities: 

  • Identify, hire, and develop the best people for the team as we continue to grow and expand 
  • Focus on continuing to drive a customer service focused IT service model across our organization and continue to lead and develop our team on troubleshooting and solving all end user issues across our systems. 
  • Analyze ticket metrics to reduce ticket volume, provide reports regularly to managers, and routinely assess the efficiency, effectiveness, and technical proficiency of the support team, ensuring client expectations are met
  • Evaluate new products/technologies to determine the benefit/impact to the existing systems, as well as vendor products and recommends hardware to management for purchase, and manage vendor relationships for key support team focused technology providers
  • Provide project management for multiple concurrent IT initiatives, including manage all rollouts for the nationwide IT Support Team
  • Ensure multi-office IT infrastructure is running smoothly, including networking, video conferencing, and any internal tools
  • Work with the IT leadership team to define goals and objectives, and to ensure that standard operational procedures are established to meet those goals

Skills and Experience: 

  • Bachelor's or Associate’s degree in Information Technology or related field and/or applicable equivalent work experience
  • 2+ years of leadership experience coupled with 10+ years of technical support
  • A successful record in project management is helpful in improving support processes
  • Experience working in JIRA or another applicable ticketing system.
  • Ability to travel 10- 15% of the time as required

Benefits and Perks:

  • Open vacation policy
  • 401k program with company match
  • Medical, dental, vision, and life insurance benefits
  • Flexible spending accounts
  • Commuter and transit benefits
  • Professional growth opportunities
  • Casual dress code
  • Generous employee referral bonuses
  • Happy hours, ping-pong tournaments, and more company-sponsored events
  • Subsidized gym memberships
  • GoHealth is an Equal Opportunity Employer

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

Our company is in the River North area with plenty of coffee shops and restaurants. GoHealth is near the Chicago Brown line and bus stops close by.

What are GoHealth Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 6 weeks of paid recovery time for new mom's and two weeks of bonding time to all new parents.
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is Occasional bring your pet to work days.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Cross-department program.
Customized development tracks

Additional Perks + Benefits

Happy hours, ping-pong tournaments, and more company-sponsored events. Gym Membership Subsidies
Company Sponsored Health & Wellness Initiatives. Employee Referral Bonuses. Open Vacation Policy.

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