Overview We are seeking an experienced Program Manager to lead a Help Desk program providing support for health insurance plans and medical services. As the Help Desk Manager, you will lead the day-to-day operations of the Help Desk, ensuring efficient incident resolution, service request fulfillment, and task management. In this role, you will oversee the ticket queue, prioritize tasks, and ensure exceptional customer service. Responsibilities Oversee the ticket queue, ensuring prompt assignment and resolution of incidents, service requests, and tasks in alignment with Service Level Agreements (SLAs). Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as needed to meet operational requirements Manage team responsible for conducting reviews of inquiries involving health insurance plans and medical services Provide coaching/training to agents Develop standard and ad hoc reports for internal and external stakeholders Qualifications 7 + years experience as a Program Manager overseeing a Help Desk specifically involving health insurance plans Experience with Service Now or similar CRM technology Experience conducting reviews of health insurance plans, insurers and medical services Knowledge of HIPPA requirements and/or Protected Health Information (PHI) rules and regulations Extensive experience with the intake of inquiries and complaints via multiple methods (i.e. telephone services, live chat, web-based submissions); Ability to work with large data files in Excel Exceptional customer service skills with previous experience managing a fast past Help Desk/Service Desk Bachelors degree preferred PMP certification preferred About Highlight For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results. Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers. To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email. Recruitment Fraud Disclaimer Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals. To protect yourself, keep the following in mind: All emails will come from an official @highlighttech.com or @talent.icims.com email address. We will never request payment or personal financial information during the recruitment process. We will not send job offers via email. All offers are first extended verbally by a member of our recruitment team whenever possible, and then followed up via written communication through official channels. If you suspect fraudulent activity or have any doubts about the authenticity of an email, letter, or telephone communication supposedly from, for, or on behalf of Highlight, please contact our team directly at Recruiting@highlighttech.com. --- #cwhp