{"id":4329988,"url":"https://alion.io/job/cvs-health-associate-manager-help-desk-support","title":"Associate Manager, Help Desk Support","company":{"id":4223,"name":"CVS Health","domain":"cvshealth.com","url":"https://alion.io/company/cvshealth","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":21,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":4,"computed_at":"2026-11-15T07:52:55Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":46988,"max":112200,"currency":"USD","period":"year","gross":null,"usd_annual":112200},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-13T00:00:00Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-15T10:53:08Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"We’re building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.\nAbout the Role\nWe are seeking a highly motivated and experienced Associate Manager/Supervisor to lead our Clinical Applications Support Team. This role is crucial for ensuring the reliable operation and optimal performance of our clinical software systems, which are essential for patient care and organizational efficiency. The supervisor will be responsible for day-to-day team management, performance quality, strategic goal setting, and maintaining a high standard of service delivery.\nWork Environment and Flexibility\nThis is a hybrid/remote position.\nThe successful candidate must be able to commute to the primary office location ([Insert City/State Here]) with an expectancy of being in the office a minimum of three (3) days per week for team meetings, planning sessions, and operational oversight.\nOccasional travel may be required based on project needs and team priorities.\nCore Responsibilities\nTeam Leadership & Management: Directly supervise a team of Clinical Application Support Analysts / Service Desk, including scheduling, performance reviews, mentoring, and professional development.\n Operational Excellence: Oversee the daily workflow, ensuring all support incidents, service requests, and problem tickets are handled efficiently, accurately, and within established Service Level Agreements (SLAs).\nQuality Assurance & Auditing: Implement and execute a robust ticket auditing process to ensure documentation completeness, adherence to standard operating procedures (SOPs), and quality of resolution.\nPerformance Management & OKRs: Drive team performance by defining, tracking, and reporting on Objective Key Results (OKRs) and Key Performance Indicators (KPIs) related to customer satisfaction, ticket resolution efficiency, and system uptime.\nProcess Improvement: Identify trends and root causes of recurring issues. Develop and implement strategies and processes to improve system stability and reduce support volume.\nRole Responsibilities\nPeople Management\nManage staff schedules, including on-call rotations and PTO. Ensure accurate time keeping and adherence to company policies. Support help desk operation coverage that runs 6am - 7pm Central Standard Time.\nIncident Management\nAct as the escalation point for complex or critical application issues. Facilitate major incident response and communication.\nGoal Setting\nTranslate departmental strategy into measurable team and individual OKRs and action plans.\nTraining & Documentation\nEnsure the team maintains up-to-date knowledge of clinical applications and support procedures. Develop and maintain support knowledge base articles.\nResource Allocation\nUtilize excellent time management skills to prioritize team workload, projects, and administrative tasks effectively in a fast-paced environment.\n\nRequired\nMinimum of 3 years of experience in an IT Service Desk, Application Support, or similar operational environment.\nMinimum of 3 years of experience in a management or supervisory role\nDemonstrated experience supporting clinical applications (e.g., Electronic Health Records (EHR) like Epic, Cerner, or relevant clinical systems).\nExpert-level knowledge of IT Service Management (ITSM) principles and tools (e.g., ServiceNow, Remedy).\nMinimum of 3 years of People Leadership experience\nAvailability to support help desk operation coverage running 6:00 AM - 7:00 PM Central Standard Time.\nPreferred Skills\nProven track record in implementing and managing a ticket auditing/quality assurance program.\nDemonstrated excellence in time management, scheduling, and ensuring accurate time keeping for a shift-based or on-call team.\nCertification in a supported clinical application module (e.g., Epic Certification).\nAnticipated Weekly Hours\n40Time Type\nFull timePay Range\nThe typical pay range for this role is:\n$46,988.00 - $112,200.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. \nOur people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.\nGreat benefits for great people\nWe take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.\nThis full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.Additional details about available benefits are provided during the application process and on Benefits Moments.\nWe anticipate the application window for this opening will close on: 11/16/2026Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.","description_format":"text","description_chars":5764,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development","Wellness"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Primary Care & Medical Centers","Pharmacies","Health Insurance & Benefits"],"lifecycle":[{"event":"open","at":"2026-11-15T04:46:03Z"}],"visa":[{"country":"US","licensed_sponsor":false,"adverts_offering_sponsorship_24m":6,"sanctioned_now":false,"evidence":"Offered visa sponsorship in 6 of its adverts here in 24 months","filings_12m":0,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-11-15T09:21:55+00:00","sources":["Alion: sponsorship offered in the employer's own job adverts (24 months)"],"filings_for_role_12m":0}],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.834,"p_room":0.9,"age_days":2,"expected_fill_days":4,"reasons":["conf:3","win:mid","comp:junior,brand"],"computed_at":"2026-11-15T07:52:55Z"},"pay":{"stated_usd_annual":112200,"is_top_pay":true},"html_url":"https://alion.io/job/cvs-health-associate-manager-help-desk-support","json_url":"https://alion.io/job/cvs-health-associate-manager-help-desk-support.json","meta":{"generated_at":"2026-11-15T12:24:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2273,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4223},"rest":"https://alion.io/mcp/rest/get_company?id=4223"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcvs-health-associate-manager-help-desk-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcvs-health-associate-manager-help-desk-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcvs-health-associate-manager-help-desk-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cvs-health-associate-manager-help-desk-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcvs-health-associate-manager-help-desk-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4329988}},{"tool":"search_jobs","arguments":{"company":"cvshealth.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4329988},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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