• Lead and develop a distributed IT team operating across multiple time zones, ensuring consistent support coverage and service delivery across the organization. • Own day-to-day IT operations, including hardware lifecycle management, software and endpoint provisioning, user support, and identity and access management for a fully remote workforce. • Serve as a hands-on technical resource, assisting with hardware deployments, provisioning, troubleshooting, escalations, and security-related activities when necessary. • Manage onboarding and offboarding processes in partnership with Human Resources and Security teams, ensuring timely, accurate, and auditable account and device provisioning. • Maintain IT asset inventory and oversee hardware procurement, software licensing, vendor relationships, and budget management. • Develop, implement, and enforce IT security policies and procedures aligned with HIPAA, SOC 2, and organizational security requirements. • Ensure proper handling and protection of Protected Health Information (PHI) through strong access controls, endpoint security, and compliance-focused operational practices. • Own identity and access management processes, including user provisioning, least-privilege access controls, authentication standards, and ongoing access reviews. • Administer and maintain endpoint security tools, Mobile Device Management (MDM) platforms, and Single Sign-On (SSO) solutions to support a secure remote workforce. • Support audit readiness efforts, compliance initiatives, and evidence collection activities while maintaining thorough documentation of IT policies, procedures, and controls. • Monitor and report on IT operational metrics, service levels, incidents, and trends, using data to drive continuous improvement initiatives. • Partner with Engineering, Security, Compliance, Human Resources, and business stakeholders to support organizational growth, security initiatives, and technology needs. • Identify opportunities to improve operational efficiency, strengthen security controls, enhance the employee experience, and scale IT processes across the organization. • Provide leadership, mentorship, and professional development opportunities for team members while fostering a culture of accountability, collaboration, and service excellence.

• Source, analyze and maintain up to date information in order for our Health Guides to best support our members with benefit options and available programs and services. • Conduct quality audits and maintain accountability for accuracy. • Maintenance of our content management system as well as the member-facing benefits tools, primarily focused on small group and mid-sized clients. • Partner cross-functionally with internal stakeholders to assess priorities for navigating benefit ecosystem. • Answers benefit questions; ensures members understand their options and shared financial responsibility, e.g. deductibles, coinsurance, and out of pocket maximum. • During peak periods, supports the navigation team by sourcing high-quality care providers based on a member’s needs and preferences.

• Credit Decisioning: Evaluate the initial creditworthiness of new and existing customers by processing credit applications, pulling credit reports, and gathering necessary financial statements and industry data for management review. • Policy Enforcement: Execute daily credit operations with strict adherence to established credit and collection policies, ensuring a constant balance between risk mitigation and business growth. • Account Reconciliation: Investigate and resolve customer account discrepancies, including unapplied cash, short payments, credit memos, and misapplied funds, ensuring the accuracy and integrity of the accounts receivable ledger. • Workflow & Task Management: Efficiently manage daily assigned tasks and system queues, taking ownership of designated portfolios and routing specific action items or escalated cases to appropriate internal departments (e.g., Sales, Billing) for prompt resolution. • Relationship Management: Collaborate closely and professionally with the Sales Department to gather required documentation, communicate account statuses, and support the smooth onboarding of key accounts. • Compliance: Ensure all individual credit and collection activities comply with local, state, and federal regulations, as well as internal SOX control requirements and Segregation of Duties (SoD).

Role Description - Sicherstellung des 2nd Level Supports und Bearbeitung von Incidents und Service Requests in Zusammenarbeit mit dem 1st Level Support innerhalb der Supportzeiten von 07:00 bis 17:00 Uhr (Schichtbetrieb) - Installation, Konfiguration, Wartung und Reparatur von Arbeitsplatzsystemen, Peripheriegeräten und mobilen Endgeräten - Durchführung von Neuaufsetzungen sowie Unterstützung im Bereich Electronic Workplace und Sitzungszimmer-Infrastruktur (MTR) - Analyse, Behebung und Eskalation von Hardware-, Software-, Netzwerk- und Kommunikationsstörungen - Überwachung und Pflege der Client-Infrastruktur sowie Dokumentation und Aktualisierung technischer Unterlagen - Koordination mit internen und externen Stakeholdern sowie Unterstützung bei der Einhaltung von ITIL-Prozessen und Service Level Agreements (SLA) Qualifications - Mehrjährige Berufserfahrung im Service Desk und 2nd Level Support - Fundierte Kenntnisse im Bereich Client-Infrastruktur sowie in der Installation und Wartung von Arbeitsplatzsystemen, Peripheriegeräten und mobilen Endgeräten - Erfahrung mit gängigen Betriebssystemen, Standardapplikationen und ITSM-Tools, idealerweise Matrix42 - Gute Kenntnisse der ITIL-Prozesse (Incident-, Problem-, Change- und Access-Management) sowie im Umgang mit Service Level Agreements (SLA) - Von Vorteil sind Erfahrungen im Electronic Workplace, im MTR-Support sowie in der Koordination externer Dienstleister - Kunden- und serviceorientierte, lösungsorientierte und teamfähige Persönlichkeit mit hoher Eigenverantwortung und Flexibilität - Sehr gute Deutschkenntnisse, Französischkenntnisse von Vorteil Company Description Die Coopers Group AG ist eine agile Schweizer Recruiting Agentur, die Spezialisten und Führungskräfte in den Bereichen IT, Life Sciences, Engineering und Finance vermittelt. Mit flexiblen Ansätzen bringen wir Kandidat:innen und Unternehmen zusammen, die nicht nur fachlich, sondern auch menschlich zusammenpassen.