Bloom

Compensation

Full Description

TECHNICAL SUPPORT LEAD- HYBRID This position is a hybrid role, expected to be in a Bloom NOC Facility (Bloomington, IN) a minimum of 10-12 days a month. This role is not eligible for Work Visa sponsorship, now or in the future.   Position Overview: Bloom, the insurance industry’s trusted growth partner, is looking for a talented, disciplined, and self-motivated technical support lead with deep experience building and operating an efficient technical support organization.   We are a leading SaaS provider in the healthcare industry that continues to grow as the demand for healthcare services continues to increase.  This is an exciting role where ideal candidates will have experience working in a health care environment with some familiarity with HIPAA, HITRUST, and related security requirements. Additionally, this position will operate part-time in our Bloomington, Indiana facility to oversee the equipment distribution hub for the company with broad schedule flexibility.   This role will have autonomy to refine the processes, systems, and procedures to achieve operational efficiency of our technical support group.  The successful candidate will measure what matters and uses metrics to drive continuous improvement of our technical support operations.    This role will have the responsibility of improving legacy processes to achieve a world-class onboarding and offboarding experience for team members, including effective equipment recovery and problem resolution.  We are seeking a candidate well-versed in ITIL and ITSM tools with the discipline and experience to prevent issues and proactively address upcoming bottlenecks.   Position Responsibilities:   Process Excellence & Operational Leadership * Evaluate, redesign, and continuously refine all processes, systems, and procedures that govern technical support operations, ensuring alignment with organizational goals and industry best practices * Establish and maintain a metrics-driven operating model by defining, measuring, and reporting on key performance indicators that reflect service quality, team efficiency, and employee satisfaction * Leverage data analytics and reporting tools to identify trends, uncover root causes, and implement targeted improvements across all support functions * Direct and monitor daily technical support operations to ensure adherence to service level agreements (SLAs), response standards, employee satisfaction, and quality objectives * Design and implement scalable support processes, escalation protocols, and workflow efficiencies that enhance service delivery and align with best practices Employee Lifecycle Experience * Manage day-to-day support operations for company including assignment, resolution, and management of support tickets in queue. * Design and implement service level agreements and supporting systems to deliver a seamless, high-quality onboarding and offboarding experience for all employees * Own the technical onboarding journey end-to-end, creating a world-class first-day experience characterized by consistency, preparedness, and attention to detail * Develop standardized workflows and checklists that ensure every new hire is equipped, provisioned, and productive from day one Knowledge Management & Self-Service Enablement * Lead the creation and maintenance of comprehensive runbooks, playbooks, and troubleshooting guides that enable faster incident resolution and reduce employee downtime * Build and curate a self-help knowledge base that empowers employees to resolve common issues independently, improving satisfaction while reducing ticket volume Endpoint Standardization & Platform Management * Evaluate existing systems and implement an improved endpoint standardization framework using Microsoft InTune, AutoPilot, Jamf, and related deployment tools to minimize configuration variability and ensure consistent device experiences across the organization * Provide expert-level support for a hybrid workforce operating across Windows, macOS, and Linux environments, maintaining deep technical proficiency in each platform Security & Compliance * Maintain current knowledge of healthcare-related security frameworks, regulatory requirements, and industry controls, including HITRUST, HIPAA, and SOC 2 * Ensure all technical support processes, tools, and documentation align with organizational security policies and compliance obligations Culture & Leadership * Model thought leadership by actively championing company policies, procedures, and cultural values in all interactions * Foster a culture of continuous improvement, accountability, and service excellence within the technical support organization Qualifications: * Bachelor’s degree in information systems, Computer Science, Engineering, or a related technical field, or a minimum of four (4) years of experience in lieu of degree. * 5+ years of professional experience working as a technical support analyst or lead with demonstrated thought-leadership in the areas of process improvement, onboarding excellence, and inventory management. Required Skills and Abilities: * Servant-leader qualities with a desire to enhance the work experience for others. Our team is providing a service to employees, and a strong desire to achieve excellence in that service-oriented role will be an area of focus during interviewing. * Must have deep experience with Windows, M365, MacOS, and familiarity with AWS/Azure. * Demonstrated expertise with inventory management, asset management, and technical support leadership, including designing workflows, metrics, and controls to guide accurate and consistent delivery of technical support to end users. * Strong problem-solving abilities, with the capability to diagnose and resolve process issues and workflow bottlenecks. * Familiarity with compliance standards, documentation requirements, and security best practices. * Has good organizational and interpersonal skills and broad experience interacting successfully with technical and non-technical audiences. * Demonstrated ability to thrive working independently or as part of a team with strong software and network troubleshooting skills.   What We Offer:   Bloom operates with a people-first culture, which means listening to our employees to provide the benefits that mean the most to them. Our competitive compensation, comprehensive health coverage, long-term growth opportunities, and remote work environment are among the reasons that many of our employees have been with us since the beginning of our business. BeBloom™, our proprietary employee training and engagement program, helps you learn our business model and immerse yourself in everything our culture offers from day 1. From virtual live events to mentorship and leadership programs and employee-led councils, there are countless opportunities to get involved, build connections, and share your voice – because at Bloom, the real you belongs here.   Core Values: 1. Put People First: Uphold and promote a people-first culture within the organization, emphasizing empathy, kindness, and a commitment to making a positive difference. 2. Be Stronger Together: Embrace a team player mentality, leveraging the strengths of yourself and others to collaborate as one team. 3. Do What’s Right: Adhere to high ethical standards, acting with integrity to do what’s right for partners, customers, and colleagues. 4. Embrace a Growth Mindset: Embrace a culture of continuous learning, education, and professional development. 5. Drive Solutions: Demonstrate ingenuity and skill by sharing ideas and solutions that drive our mission forward.   About Bloom:   Bloom is a third-party insurance services provider that partners with Medicare health plans to enable high-quality Medicare enrollment and drive earlier health plan activation. Founded in 2007, Bloom has partnered with national and regional payers to implement solutions for every step of the member journey, from telesales and quote & enroll to health activation outreach. Supported by its Ascend technology platform, Bloom produces closer connections and better outcomes for Medicare beneficiaries and health plan stakeholders to deliver High Value Enrollment.   Qualifications Avoid Recruitment Fraud Bloom corresponds with candidates via several communication channels including our secure online application portal. We may also correspond with candidates using email, phone call, or text message. We interview all candidates via phone and/or Microsoft Teams. At least one interview will always precede an offer of employment. We do not send offers of employment to candidates without prior communication. Bloom does not request confidential banking information, such as checking or savings account numbers and routing numbers, prior to an offer of employment. We will never contact a candidate or potential candidate via email, text message, social media message, Venmo, or another digital payment service to send or request money. In addition, Bloom does not ask for personal-banking access credentials, such as usernames, PIN numbers, or passwords. We urge all candidates to avoid recruitment fraud by ensuring any and all information you provide to our company is supplied via our secure online application portal. If you are unsure whether or not you are operating on our secure platform or uncertain as to whether or not a communication you've received has come from Bloom, please reach out to recruiter@bloominsurance.com [recruiter@bloominsurance.com].