About Us

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

Why We Do What We Do

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture.

Position Overview

The IT Operations Manager is responsible for overseeing the IT Service Desk and End User Computing (EUC) functions and asset management. This role ensures the efficient operation of IT support services, focusing on delivering high-quality service to end users and maintaining robust, secure, and reliable computing environments.

Key Responsibilities

Leadership and Team Management:

Lead and manage the IT Service Desk and EUC teams, in close partnership with US Leadership, to ensuring effective performance and professional growth, and alignment across regions.

Foster a positive team environment that and encourages collaboration and innovation across global teams.

Conduct regular performance evaluations, provide constructive feedback, and identify training and development needs in coordination with US Leadership.

Service Desk Management:

Supervise the daily operations of the IT Service Desk, ensuring prompt and accurate resolution of incidents and service requests.

Monitor service desk performance metrics, ensuring adherence to SLAs and KPIs.

Develop and maintain a comprehensive knowledge base to support efficient issue resolution.

End User Computing Management:

Oversee the provisioning, configuration, and maintenance of end user devices, including desktops, laptops, tablets, and smartphones.

Implement and enforce policies for device management, ensuring compliance with security and operational standards.

Manage software deployment, updates, and licensing for end user devices.

Maintain asset management.

Process Improvement and Quality Assurance:

Identify and implement process improvements to enhance the efficiency and effectiveness of IT support services.

Develop and enforce ITIL-based best practices for incident, problem, and change management.

Conduct regular quality assurance checks and audits to ensure service excellence.

Collaboration and Communication:

Collaborate with other IT teams and business units to understand and address their IT support needs.

Communicate effectively with stakeholders, providing regular updates on service desk performance and key initiatives.

Serve as an escalation point for complex issues and ensure timely resolution.

Ensure efficient utilization of resources, including staff, technology, and tools.

Qualifications

Education: Bachelor’s degree in information technology, Computer Science, or a related field. Relevant certifications (ITIL, CompTIA A+, Microsoft Certified Professional, etc.) are advantageous.

Experience:

Minimum 10+ years of experience in IT operations

Proven experience managing IT service desk, end user computing functions and asset management.

Hands-on experience with ITIL or other IT service management frameworks.

Skills:

Strong leadership and team management skills.

Excellent problem-solving and decision-making abilities.

Effective communication and interpersonal skills.

Proficiency in IT service management tools and end user computing technologies.

Knowledge of industry best practices and trends in IT support and EUC.

Key Competencies

Ability to manage multiple priorities and work under pressure.

Strategic thinking and continuous improvement mindset.

Technical expertise in relevant IT areas (e.g., operating systems, mobile device management, remote support tools).

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email talentacquisition@zelis.com.