Manager, Tech Support – Hybrid CA

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Enterprise Technology Infrastructure, Platforms & Services (ETIPS) delivers services and operational support to meet business integration objectives. Architecture leadership to provide scalable, secure, and highly available infrastructure solutions to meet care delivery business needs and enable future business growth.

Our culture of integrity, diversity and inclusion is the foundation of all we do. Our platforms and services empower speed to market to meet consumer needs while improving the overall health care experience. We strive to provide an exceptional experience to those with whom we work and serve.

 

If you are located in California, you will have the flexibility to work remotely*, as well as work in the office as you take on some tough challenges.

Primary Responsibilities:

• Manager who supervises, develops & mentors the IT Service Desk team
• Provides guidance on best practices, innovative solutions, and process improvements as it relates to IT Service Management and ITIL best practices in alignment with Optum
• Monitors, assists, and conducts quality assurance for the team supporting calls and tickets and meeting SLA compliance standards
• Maintains clear, concise, and accurate technical manuals or guides for Tier 1 & 2 support knowledgebase
• Serves as regional escalation contact for business and team
• Leading (problem management) trends & root cause analysis for incidents as it relates to IT support
• Compile and convey metrics and supporting analysis to leadership
• Ability to meet tight deadlines and multi-task, while executing projects in a fast-paced environment
• Perform other related duties as assigned

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:        

• Bachelor’s degree or 5+ years of equivalent experience and understanding of IT support best practices, ITIL incident management, and KPIs relating to operations
• 2+ years of experience with a ticket management system such as ServiceNow, Remedy, etc.
• 2+ years of experience leading a team with direct reports 
• Legally authorize to work in the US without any restrictions. Proof will be required

Preferred Qualifications:

• HDI or ITIL v4 Foundations Certification
• Experience supporting customers and clients both in-person and remotely, using all tools available to accomplish the task
• Extensive experience with the MS Office 365
• Experience with SCCM, Active Directory, DNS, DHCP

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

 

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

 

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. 

 

 

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.