Blink Health is a well-funded healthcare technology company on a mission to make prescription drugs more accessible and affordable for everyone. We're scaling up in a highly complex vertical to change the way Americans access the prescription drugs they need.

Our proprietary platform and supply chain allows us to offer everyone — whether they have insurance or not — amazingly inexpensive prices on over 15,000 medications. With the addition of telemedicine and home delivery for prescriptions, Blink is providing a life-changing experience for people all over the country and fixing how opaque, unfair and overpriced healthcare has become. We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!

What success looks like in this role:

• Drive all aspects of IT's end user support for the entire organization across multiple offices
• Manage all support related requests with your growing team of Service Desk Technicians
• Expected to provide technical oversight and direction but not expected to work tickets
• Technical training resource for internal support teams
• Coordinates with other teams within IT and the business to identify and implement new systems to support business function at an effective cost
• Work within the other departments within IT to ensure initiatives are aligned with key business goals and meet defined objectives

How to achieve success:

All Blinkers are expected to operate with our value of “Good Giving” in mind. Here’s how you will do that in this role. 

Good Execution — Do your best work

• Manage a team of Service Desk Technicians ranging from Level 1-3 for operating system support, application support, licensing support, and executive white glove services
• Oversee any break/fix incidents for end user computing, as well as imaging and deployment of new hires and replacement computers
• All account provisioning and terminations
• Set up new hires on-site at each location
• Managing and reporting on the SLA’s, tickets, etc.
• Escalating any incidents that cannot be resolved within Service Desk to the IT Infrastructure team
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
• Coordinates with other teams within IT and the business to identify and implement new systems to support business function at an effective cost

Good Owner — Be the CEO of your role

• Sets and Manages SLA’s and ensures quality and effectiveness of the internal support teams
• Technical training resource for internal support teams
• Sets priority with team and ensures timely, accurate, and consistent service and communication to internal business partners
• Responsible for planning and directing the group’s goals and objectives
• Monitors labor and expenditures and tracks against budget
• Establishes, plans, and administers the operating procedures and goals for the group
• Provides ticket dispatching expertise, to ensure the proper personnel are working on the appropriate tickets.
• Asset Management, Procurement and software licensing management for all computers and peripheral hardware and software
• Minimizes organizational cost through product standardization and tracking
• Ensure proper closure of tickets, with proper time tracking and notes

Good Learning — Learn something new every day 

• Demonstrate curiosity and an interest in learning new techniques and improving upon best practices to stay up-to-date with current and emerging trends
• Lead by example putting new ideas into action, failing fast and learning from each experience
• Desire to learn new technologies and new ways

Good Feedback — Consider the perspectives of others 

• Listen actively and respond effectively through a variety of channels
• Give and receive candid and constructive feedback
• Promote trust and encourage teamwork allow the product team to do their best work

Desired qualities and experience:

• Demonstrated leadership and personnel management skills
• Adhere to all Blink Health values, processes, policies, standards and procedures
• Maintain a high level of customer service through good communication and can interact effectively with all levels of management, technical and non-technical (i.e. business users)
• Have excellent problem solving and troubleshooting skills
• Solid understanding of the organization’s goals and objectives
• Have excellent problem solving and troubleshooting skills
• Guide and mentor staff on projects and activities
• Ability to delegate effectively
• 7+ years overall hands-on experience in Information technology
• 5+ years of successful experience leading IT service management teams
• Expertise with a variety of concepts, practices, and procedures related to IT service management, ITIL is a plus!
• Experience managing a team at a company with multiple distributed locations
• Expert in Ticket dispatch, ticket organization. Knowledge of Jira, Confluence, and Notion are a plus!
• Excellent verbal and written communication skills

Why Join Us:

At Blink, we put humans first. We want everyone at Blink to be able to do the best work of their lives. We are a relentlessly learning, constantly curious and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.

Learn more:
Blink Website
Blink Pharmacy App for Android
Blink Pharmacy App for iOS

We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.