Provider Services Assistant Manager – Helpdesk

About the role

The Provider Services Assistant Manager – Helpdesk leads the in‑house end‑to‑end (E2E) team that supports Maxicare providers and members. Reporting to the Provider Services Manager, this role is responsible for driving operational performance, financial results and customer satisfaction across the helpdesk function.

Key responsibilities

• Manage day‑to‑day activities of the helpdesk team, ensuring workflow efficiency and timely issue resolution.
• Monitor and report on team performance, identifying trends, risks and opportunities for improvement.
• Provide coaching, feedback and mentorship to team members to foster a collaborative environment.
• Collaborate with Learning & Development, Quality Assurance and other support services to enhance skills and drive continuous improvement.
• Maintain and update policies, procedures and work instructions in line with ISO certification requirements.
• Develop strong relationships with provider partners, communicating needs and aligning services with company objectives.
• Oversee procurement of medical and non‑medical supplies for the centre and support business continuity planning during staffing shortages.
• Escalate facility‑related issues to the Administration team as needed.

Required profile

• Proven leadership experience in a helpdesk or provider services environment.
• Strong customer‑service orientation with the ability to manage stakeholder expectations.
• Excellent communication and problem‑solving skills.
• Ability to adapt quickly to changing business needs and priorities.
• Experience in performance monitoring, reporting and risk management.

Required skills

• Knowledge of ISO certification standards and compliance processes.