Help Desk Manager - San Antonio, TX

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UnitedHealth Group
Analysis, CIO, Foundation, Genetic, Help Desk, Manager, Management, Metrics, Scheduling, Supervisor
Full Time, Full-time
Work from home not available Travel required to 10%.

Job Description

No industry is moving faster than health care. And no organization is better positioned to lead health care forward. We need attention to every detail with an eye for the points no one has considered. The rewards for performance are significant. You'll help improve the health of millions. And you'll do your life's best work.(sm)

Primary Responsibilities:

Manages day-to-day operations and staff management of an IT HelpDesk

Responsible for achieving team level SLAs and supporting KPIs

Sets priorities for the team to ensure task completion

Coordinates work activities with other supervisors and peers

Develops plans to meet both short-term and long-term objectives

Identifies and resolves operational problems using defined processes, expertise and judgment

Drives establishment of Critical Success Factors, Key Performance Indicators and Metrics (both process and service

Decisions are guided by policies, procedures and business plan

Interviews and makes hiring decisions for HelpDesk staff

Provides regular metrics and reporting for area of responsibility

Interacts with Senior Management on a regular basis

Coaches, trains, mentors staff

Enterprise wide communications for planned and unplanned maintenance and outages

Develop and update plans for new product/service releases

Prepare the support team for new product/service releases

Maintain a high level of employee morale within the team

Promote a healthy, positive work environment, and a team oriented culture

Participate in and drive participation of the HelpDesk in the organization's change and problem management processes

Develop and enhance cooperative interdepartmental and vendor relationships and communications

Maintain current knowledge of industry trends and potential impact on the support business

Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs

Develop a customer care philosophy that ensures customer satisfaction

Market the image of the service desk as a support group showcase that advances the IT vision and strategy

Required Qualifications:

Undergraduate degree or equivalent experience

2+ years as an IT Help Desk/Service Desk Manager/Supervisor

Demonstrated understanding and application of ITIL framework and data driven analysis

Ability to travel 10%

Ability to work in San Antonio office as relocation will not be offered

Preferred Qualifications:

Help Desk Manager certification

Healthcare experience

ITIL Foundation Certified (V2 or higher)
Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

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.

Job Keywords: Help Desk Manager, San Antonio, TX, Texas

Job Title: Help Desk Manager - San Antonio, TX
Shift: Day Job
Travel: No
Business: Optum Tech CIO Organization
Family: Technology
Telecommuter Position: No
Job Level: Manager
Overtime Status: Exempt
Posted Date: 2/4/2019
City: San Antonio
State: TX
Country: United States
Department: OptumHealth Technology

Posted By


Company Information

We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 14 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.(SM) Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at
Dice Id : uhgbot
Position Id : 800432