Supervisor, IT Service

Your Role

The Digital Employee Experience team ensures employees have the technology, devices, and support services needed to work efficiently and effectively. The Technology Services & Operational Endpoint Field Services Supervisor will report to the Senior Manager, Technology Services & Operational Endpoint Services. In this role you will you will drive operational excellence, promote service quality, leverage emerging technologies including AI-enabled tools, and ensure seamless service delivery that enhances productivity and end-user satisfaction.

Your Work

In this role, you will:

• Supervise a small set of IT Service Analysts at an entry level of management. Interface with technology managers, technical Leads, and all parts of the IT organization and relevant vendors to deliver services that meet the service need.
• Support operational plans regarding specific service requirements or roles, including service needs analysis, service levels, service objectives, service health, emerging service assessments and service process redesign.
• Closely monitor, report, and provide day to day keep the lights on oversight with shift based coverage.
• Focus on staff supervision with limited management authority and primarily accountable for the delivery of established service commitments. Works closely with key IT unit managers to acquire service-specific expertise.
• Operate in a consultative role with IT unit managers.
• Coordinate device refresh planning and partner with Hardware Asset Management (HAM) teams to forecast, deploy, and return leased assets.
• Oversee physical asset management activities across locations, including inventory management, hardware forecasting, procurement, and lifecycle management.
• Monitor, analyze, and report on key service delivery metrics, identifying opportunities to improve service quality, efficiency, and user satisfaction.
• Foster a culture of accountability, continuous improvement, and customer focus within the team.
• Leverage AI-powered tools and automation capabilities to improve operational efficiency, streamline support workflows, enhance knowledge management, and improve the employee support experience.
• Evaluate emerging technologies, including generative AI solutions, and identify opportunities to increase productivity, reduce manual effort, and improve service delivery outcomes.
• Conduct performance management activities, including goal setting, coaching, performance conversations, development planning, and annual reviews in accordance with company policies.

Your Knowledge and Experience

• Requires broad job knowledge of technical or operational practices within assigned discipline
• Requires at least 7 years of direct and relevant experience, including 3 years of experience operating in a lead role
• Strong leadership, team development, and workforce management skills.
• Excellent communication, collaboration, and interpersonal skills
• Experience using data, metrics, and operational insights to drive service improvements.
• Working knowledge of AI technologies, AI-assisted productivity tools, and automation capabilities, with the ability to identify and implement opportunities that improve operational effectiveness and employee experience.
• Experience leveraging AI tools to enhance service management, knowledge delivery, reporting, analytics, or support operations preferred.
• Knowledge of and experience supporting macOS devices in an enterprise environment preferred.
• Service Marketplace and ServiceNow experience preferred.
• Preferred location is El Dorado Hills, California, with an in-office requirement of at least three days per week.

About Stellarus and the Ascendiun Family of Companies

Stellarus, launched in January 2025, is designed to scale innovative healthcare solutions that support customers in creating a health care experience deserving of their family, friends, and neighbors.

Stellarus is part of a family of organizations that is overseen by a nonprofit corporate entity named Ascendiun. The Ascendiun Family of Companies also includes Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan and Altais, a clinical services company.

Stellarus’ vision is to empower its customers to create a healthcare experience that is worthy of their family, friends, and neighbors. Stellarus’ objective is to offer innovative, modern, scalable solutions that challenge the health care status quo. This very closely aligns with Blue Shield of California’s vision by using innovation to improve quality, affordability, and experience for members.

To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.

Our Values:

At Stellarus, our core values of agility, trust, drive, courage and service shape our approach to developing innovative product offerings.

Our Workplace Model:

We believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility - providing clear expectations while respecting the diverse needs of our workforce. Our workplace model is designed around intentional in-person interaction, collaboration, connection, creativity and flexibility:

• For most teams, this means coming into the office two days per week.

• Employees living more than 50 miles from an office location, out of state employees, and employees in certain member-facing roles should work with their manager to determine in-office time based on business need.

• For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

The Company reserves the right to require more presence in the office based on business needs, and requirements are subject to change with periodic reviews.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Please click here for further physical requirement detail.

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.