IS Service Manager

Minneapolis, Minnesota
Dec 20, 2016
Mar 31, 2017
Employment Status
Full Time

Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs. UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.



At UCare, we deliver high-quality health coverage and services to help members of all ages maintain and improve their health. It's a big job that takes innovative ideas, strategic partnerships, and a commitment to doing the right thing. Above all, it takes a compassionate team that is dedicated to making a real difference in the lives of our members and our communities.


Working at UCare is more than just a career; it's a mission. A mission that defines us as professionals, unites us as an organization, and shapes how we interact with our members and each other. Our values of integrity, community, quality, flexibility, and respect permeate every aspect of our organization - from who we are and how we act, to what we do and how we do it. We owe our continued success to our employees who proudly embody our mission and values in everything they do.


Position Description

This position is responsible for managing tier 2 support and the ITSM team. This team provides second-level support—including break/fix, upgrades and administration—for UCare's application portfolio. The ITSM analysts are responsible for defining, implementing and monitoring all of the service management processes used at UCare—i.e., problem, change, incident and knowledge management. Insure staff meet and exceed expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed.

·Develop, implement and administer ITIL-based processes used to support incident, problem, change and knowledge management.

·Create KPI's and associated reporting to insure that processes are operating effectively and service levels are being met.

·Provide break/fix and administrative support for UCare's application portfolio. Participate in software development projects as needed.

·Train, coach and mentor team members in order to promote personal and professional growth. Oversee staff activities, scheduling employees working times and provide backup support. Interact with internal and external customers.

·Manage the processes associated with high-severity incidents. This includes assembling the necessary resources to address the incident, guiding the team through to resolution, conducting root cause analysis meetings and insuring that appropriate problem tasks are created.

·Manage process for communicating outage/emergency activities to the organization.

·Manage vendor relationships.

·Provide financial oversight for owned goods and services. This includes management of operating expense tied to contract labor, maintenance and licensing, as well as demand management and capacity planning for software products.

·Insure budgetary goals are met across all accounting categories (e.g., licensing and maintenance, hosted services, non-capitalized hardware and software, etc.).

·Collaborate with business clients and program/technical teams to assist in the determination of innovative solutions that solve business problems or meet business objectives from a tactical perspective.

·Collaborate with leadership to identify and implement repeatable and sustainable process improvements involving enhancements to core systems to increase administrative effectiveness and efficiencies.

·Committee / work group representation as agreed upon with assistant director.

·Other projects and duties as assigned.


Bachelor's degree in business, technology or related field.   

Required Experience

Five years of team leadership experience and at least two years leading a support organization. Experience in ITIL processes and principles.

Preferred Experience

ITIL certification.  Service Desk and application support.


UCare is proud to be a recognized Star Tribune Top Workplace for the 7th consecutive year. As a part of our collaborative team, you'll experience the rewards that come with helping others and seeing the positive results of your hard work. We value and respect each individual's ideas and contributions, and give you the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, a myriad of volunteer activities, and a number of other rewards. If you're looking for a welcoming environment that celebrates what you have to offer, helps you build on your strengths, and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers. At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

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