Manager Technical Support

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

Primary Responsibilities:

• Provides leadership and guidance to the Service Desk members
• Directs teams to resolve business problems that affect multiple functions or disciplines
• Accountable for the performance review and direction of the immediate members through multiple layers of management
• Accountable for service or process decisions that are most likely to impact on multiple functions and/or customer accounts (internal or external)
• Develop/oversee/deliver operational or technical training for the team
• Determine headcount/capacity by client portfolio, i.e., new client additional headcount, client attrition results in headcount reduction
• Works on operational tasks regularly (daily, weekly or monthly) and measures its outputs through defined metrics
• Develops and executes strategies for Service Desk Operations
• Provides output that has a solid and direct influence on the revenue of the business as well as team performance
• Prepares executive level presentation, case studies, root cause analysis
• Collaborate and set regular cadence with onshore/offshore counterparts, stakeholders on tools, applications/process improvements
• Create a plan to reduce high call volume drivers, initiate shift-left opportunities
• Collaborate with other Service Desk Managers to align operational principles, and standard operating procedures
• Conducts regular performance review/evaluation
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Six Sigma trained or certified
• ITIL 4 trained or certified
• 8+ years of experience in handling a voice or call-center setup environment as a Lead or Sr. Lead with minimum of 50+ FTE
• 5+ years of experience in data analytics and calculating tools
• 5+ years of experience in creative visual presentation
• 5+ years of Intensive understanding of business SLAs and KPIs in a Service Desk operation
• Proven solid interpersonal, and communication skills with the ability to cross between technical and non-technical audiences
• Amenable to report onsite

Preferred Qualification: 

• Healthcare background

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.