Director of IT Customer Service - IT Ops Service Management - On Site

Director of IT Customer Service – IT Ops Service Management – On Site Work Schedule

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. In partnership with the more than 171,000 Alaska Native and American Indian people that we serve and the Tribal health organizations of the Alaska Tribal Health System, ANTHC provides world‑class health services, which include comprehensive medical services at the Alaska Native Medical Center, wellness programs, disease research and prevention, rural provider training and rural water and sanitation systems construction.

ANTHC is the largest, most comprehensive Tribal health organization in the United States, and Alaska’s second‑largest health employer with more than 3,100 employees offering an array of health services to people across the nation’s largest state.

Our vision:
Alaska Native people are the healthiest people in the world.

ANTHC offers a competitive and comprehensive benefits package for all benefit eligible employees, which includes:

• Medical Insurance 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 up to 5% of your eligible pay, based on your own contributions, and 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 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 you 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.

Alaska Native Tribal Health Consortium has a hiring preference for qualified Alaska Native and American Indian applicants pursuant to P.L. 93‑638 Indian Self Determination Act.

This position is Alaska based and requires a daily on‑site work schedule.

Under limited supervision, directs all aspects of a 24×7/365 service triage and support center for Health Information Technology (HIT) at the Alaska Native Tribal Health Consortium (ANTHC). Provides leadership and focus for the delivery and fulfillment of IT‑related customer service needs.

• 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…