Washington Health Benefit Exchange · 6 hours ago
Client Services & Production Control Manager
Olympia, WA, US
Full-time
Hybrid
Senior Level
$114K/yr - $124K/yr
5+ years expWashington Health Benefit Exchange is a public-private partnership focused on improving how Washington residents secure health insurance. The Client Services and Production Control Manager oversees IT service coordination, client system engineering, and customer-facing support operations while driving process improvements and managing the Client Support team.
Health CareInsurance
Responsibilities
Strategic Leadership in Technical Operations and Systems Engineering
Strategic Alignment & Standards: Guide system engineering to support business goals, approve technology standards, and prioritize initiatives like device management and endpoint security
System Design & Deployment Oversight: Review and validate infrastructure deployments for scalability, compliance, and performance across client systems and cloud services
Security & Service Administration: Collaborate with the Security team on endpoint protection, manage O365 tenant configurations, and ensure SharePoint and cloud services are properly maintained
Performance Monitoring & Reporting: Track key metrics (uptime, patching, incident resolution), communication risks and progress to leadership, and conduct regular system health reviews
Policy Compliance & Audit Readiness: Enforce IT policies, managing licensing and access controls, and support internal and external audits for compliance across systems and services
Team Leadership & Staff Development
Supervise Client Support and Prod control teams, setting daily tasks and performance goals
Mentor junior staff, conduct annual reviews, and coordinate schedules and leave approvals
Collaborate with the associate Director of Infrastructure Services to align team objectives
Client Support & Helpdesk Management
Monitor and triage IT helpdesk tickets, ensuring timely resolution and escalation
Provide hands-on troubleshooting, installation, and configuration support for end-user devices
Develop and maintain client system procedures, standards, and knowledge base content
Deliver excellent customer service for IT incidents and requests
Process Improvement & ITSM Development
Lead development and optimization of ITSM workflows and automation using Lean principles
Coordinate cross-functional teams to define and improve business-critical procedures
Educate stakeholders on process ownership and compliance
Change & Release Management
Define and manage change control processes, including chairing CAB and ECAB meetings
Authorize and track standard and high-risk changes, ensuring minimal disruption to services
Prepare and deliver change tracking and outage reports to leadership
Facilitate post-implementation reviews and continuous service improvement efforts
IT Coordination & Communication
Serve as the central point for system outages and technical coordination across internal and external partners
Communicate effectively with federal, state, and vendor stakeholders regarding system availability and impact
Develop templates and procedures for outage notifications and root cause analysis
Apply plain language and usability best practices in all communications
Infrastructure Planning & Testing
Build and maintain a test lab environment for hardware and software validation
Assess and manage IT equipment inventory and procurement needs
Plan and execute client hardware deployments and AV setup for conference rooms
Disaster Recovery & Special Project
Coordinate annual disaster recovery exercises and lead after-action improvement planning
Lead cross-functional teams and support special projects as assigned
Qualification
Required
Five years of progressive management experience overseeing high-performing IT teams responsible for client operations, production control, change/incident management, and help desk functions
Expertise in Change and Release Management, with a focus on strengthening IT operations and driving continuous process improvement. (I can also go with “significant experience” here instead of “expertise”)
Demonstrated experience advancing IT Service Management frameworks and operational efficiency
Strong skills in IT coordination, communication, and stakeholder engagement
Preferred
Experience applying Lean principles to ITSM workflow optimization and process improvement
Experience collaborating with federal, state, and vendor partners on technical operations
Company
Washington Health Benefit Exchange
Washington Health Benefit Exchange is an online marketplace that will help to find, compare and enroll health and dental insurance coverage.
51-200 employees
H1B Sponsorship
Washington Health Benefit Exchange 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 (2)
2024 (9)
2023 (2)
2022 (3)
2021 (2)
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
Ingrid Ulrey
Chief Executive Officer
David Sorrell
Chief Information Officer
Recent News
2025-11-24
Company data provided by crunchbase