Alaska Native Tribal Health Consortium (ANTHC) · 1 month ago
Director of IT Customer Service - IT Ops Service Management - On Site Work Schedule
Anchorage, AK
Full-time
Onsite
Director/Executive
10+ years expThe Alaska Native Tribal Health Consortium is a non-profit organization focused on the health needs of Alaska Native and American Indian people. This role involves directing a 24x7 service triage and support center for Health Information Technology, ensuring effective delivery of IT-related customer service needs.
Health CareMedicalNon ProfitWellness
Responsibilities
Develops and implements customer services triage and delivery strategies and technologies to optimize the cost effectiveness and efficiency of HIT customer service-related resources
Directs, manages, plans, organizes and implements departmental goals and objectives designed to provide a highly effective single point of contact for first and second level incident and problem management, reporting, resolution routing and verification to ensure customer satisfaction over the full range of services provided by HIT
Implements standardized customer service processes to ensure quick resolutions to reported problems, maintaining and restoring customer satisfaction as necessary
Designs and implements effective incident and problem diagnosis scripting and knowledgebase articles for utilization by customer service staff
Coordinates customer service activities with other HIT department managers
Evaluates IT-related requests for the organization
Defines, implements and evaluates process and coaching methods to ensure staff meets defined customer service guidelines with emphasis on customer satisfaction
Supports HIT and department goals regarding planning and implementation of strategies, system availability, service levels, and support of performance criteria
Develops metrics to monitor service effectiveness and ensure positive customer service outcomes
Researches and evaluates new and emergent customer service-related tools and technologies
Implements new technologies and processes to improve efficiencies for the customer service team
Plans, implements and supports ANTHC’s desktop environment, to include researching, implementing and managing desktop environment technologies, planning and maintaining desktop standard build processes, annual PC, laptop, and printer replacement strategy and processes, and establishing hardware and software inventories
Monitors customer-facing desktop support functions and the escalation of tickets to ensure customer’s problems are handled as expeditiously as possible
Oversees support call and desktop support problems and resolutions to determine trends and/or key indicators of recurring customer support problem areas, and to ensure support procedures are being followed
Works closely with department contacts on issues to improve customer relations and technical support
Follow-ups on support issues with dissatisfied customers to ensure that problems are resolved and customer service is improved
Champion for implementing Information Technology Infrastructure Library (ITIL) processes within the HIT service delivery teams
Leads Incident, Problem, Change, and Release Management teams in developing ITIL-based workflows
Assists other HIT teams to improve services, processes, roll out new applications, increase and promote productivity and security
Participates with HIT managers and co-workers to ensure service level agreements are communicated and understood
Provides leadership, direction, and guidance to assigned staff
Develops goals and priorities in conjunction with employees, and assigns tasks and projects
Directs, motivates, delegates, trains, and empowers staff to ensure successful performance of their assigned tasks and responsibilities while encouraging innovation
Develops training plans and staff skills
Develops functional area and departmental policies, standards and procedures, and ensures staff compliance
Counsels and implements corrective actions and conducts performance evaluations
Performs other duties as assigned
Qualification
Required
A Bachelor's degree in computer science or related field
Ten (10) years of experience in an information technology venue, which should include five (5) years providing direct employee supervision with three (3) years providing technical leadership to business and cross functional teams
Knowledge of service center operations, maintenance, metrics and goals
Knowledge of ITIL concepts and practices
Knowledge of customer service concepts and practices
Knowledge of confidentiality rules and regulations and HIPAA Privacy Act
Knowledge of hardware and software troubleshooting techniques
Knowledge of MS Office applications, operating systems, and other software applications
Knowledge of budget management
Knowledge of problem and change management
Knowledge of measuring service performance and metrics
Knowledge of Quality Improvement and Balanced Score Card methodology
Skill in effective oral and written communication
Skill in customer relationship management
Skill in assessing and prioritizing multiple tasks, projects and demands with attention to detail
Skill in effectively managing, coaching and leading staff as a team, and delegating tasks and authority
Skill in establishing and maintaining cooperative working relationships with other employees
Skill in operating a personal computer utilizing a variety of software applications
Preferred
Experience or certification in ITIL processes preferred
Benefits
Medical Insurance provided through the Federal Employee Health Benefits Program as a Tribal Employee, with over 20 plans and tiers.
Cost-Share Dental and Vision Insurances
Discounted Pet Insurance
Retirement Contributions with Pre-Tax or Roth options into a 403(b).
401(a) ANTHC Retirement Plan: After one year of employment, ANTHC will begin making matching contributions of up to 5% of your eligible pay, based on your own contributions. In addition, you may be eligible for an annual discretionary contribution of up to 3% from the employer.
Paid Time Off starts immediately, earning up to 6 hours per pay period, with paid time off accruals increasing based on years of service.
Eleven Paid Holidays
Paid Parental Leave or miscarriage/stillbirth eligibility after six months of employment
Basic Short/Long Term Disability premiums, Accidental Death and Dismemberment (AD&D) Insurance, and Basic Life Insurance are covered 100% by ANTHC, with additional options for Short-Term Disability Buy-Up Coverage and Voluntary Life for yourself and your family members.
Flexible Spending Accounts for Healthcare and Dependent Care.
Ancillary Cash Benefits for accident, hospital indemnity, and critical illness.
On-Site Child Care Facility with expert-designed classrooms for early child development and preschool.
Employee Assistance Program with support for grief, financial counseling, mental/emotional health, and discounted legal advice.
Tuition Discounts for you and your eligible dependents at Alaska Pacific University.
On-Site Training Courses and Professional Development Opportunities.
License and certification reimbursements and occupational insurance for medical staff.
Gym Access to Alaska Pacific University includes a salt water pool, rock climbing, workout gym, and steep discounts for outdoor equipment rentals.
Emergency Travel Assistance
Education Assistance or Education leave eligibility
Discount program for travel, gym memberships, amusement parks, and more.
Company
Alaska Native Tribal Health Consortium (ANTHC)
The Alaska Native Tribal Health Consortium is a non-profit Tribal health organization designed to meet the unique health needs of Alaska Native and American Indian people living in Alaska.
1001-5000 employees
H1B Sponsorship
Alaska Native Tribal Health Consortium (ANTHC) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (5)
2022 (3)
2021 (3)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$81.68MKey Investors
National Oceanic and Atmospheric AdministrationU.S. Department of Agriculture
2024-07-26Grant· $75M
2023-05-22Grant· $6.68M
Leadership Team
Dwain Stilson, MBA, CPA
Chief Financial Officer
Allison Reed, M.B.A., CHPC
Chief Ethics and Compliance Officer
Recent News
Anchorage Daily News
2025-06-12
Anchorage Daily News
2025-04-26
Anchorage Daily News
2025-03-21
Company data provided by crunchbase