854539 Manager Technical Service Desk Minnetonka MN

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UnitedHealth Group
Performance, IT, Manager, ACD, Systems, Windows, Networking, Protocol, TCP, IP, Networks, LAN, WAN, Excel, PowerPoint
Full Time
Work from home not available Travel not required

Job Description

Energize your career with one of Healthcare's fastest growing companies.You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies,UnitedHealth Groupis restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.This opportunity is with one of our most exciting business areas:Optum- a growing part of our family of companies that makeUnitedHealth Groupa Fortune 5 leader.Optumhelps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.The IT Service Desk (ITSD) supportsOptumandUnitedHealth Group. The ITSD team supports more than 250,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 150,000 contacts per month the ITSD offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, network and voice issues.We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work. We go the extra distance to deliver value to the customers we serve, including cost effective, simple and useful end user computing technology and services.TheManager of Technical Supportrole at the ITSD is an important part of a global IT support team. They are responsible for providing direct leadership to technicians in a multi-location international, technical support environment. The IT Service Desk team provides level 1.99 technical support to theUnitedHealth&Optumteam members. ITSD Leaders provide timely, constructive, and honest feedback to support specialists, peers and others.Primary Responsibilities:Provide leadership and direction to a team of 15-20 support technicians, consistent with UnitedHealth Group and Optum's vision and strategies, and department goals and objectivesResponsible for managing and owning technical applications, working with technical SMEs and resources across IT and within the businessReview work volumes and Work with team to identify emerging customer trends (types of calls, chats and web submissions) and notifies the appropriate resources while ensuring service levels, work volume and quality standards are metLead complex technical initiatives while participating in next generation service desk transformationStrong background in managing escalations, client and user management for Service Desk FunctionsBe a champion for change and continuous improvementDrive conversations regarding systems and applications and anticipating problems by monitoring key department indicatorsManage staffing to ensure productivity, metric, and quality standards are met and customer service expectations are consistently achievedUtilize call recordings to evaluate customer service skills of team members - provide coaching as neededAnalyzes and investigates opportunities for increasing efficiency, effectiveness, and productivityProvides explanations and interpretations within area of expertiseWork with subject matter experts or more experienced leadership team members to supplement existing knowledge and understanding to identify solutionsDemonstrate a highly developed sense of integrity and commitment to providing customer focused supportRecognize and reward performance and contributions of team members and team Required Qualifications:High School Diploma / GED (or higher)5+ years of leadership experience in a related role (i.e. call center; IT; service desk; etc.)2+ years of service desk experience4+ years technology/systems management experience (I.E. application owner, desktop support manager, systems/infrastructure manager/SME)Experience working in and around call center environmentWorking experience with various IT Service Desk technologies/platforms - including ServiceNow, HP Service Manager, ACD Systems, Genesys, Cisco, Nice, SCCM, Altiris, WebEx, etc.Experience in managing complex technical initiativesPreferred Qualifications:Bachelor's Degree(or higher)Thorough knowledge of Windows and Microsoft Office 2010 applications (Microsoft certifications)Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)Experience with Microsoft Office including MicrosoftWord (creating; editing documents); MicrosoftExcel (spreadsheets; data manipulation; charts/graphs); MicrosoftPowerPoint (create presentations)Experience with Cisco; networking and softwareExposure to or knowledge of ITIL practicesITIL v3.0 foundation certified (HDI certification)Strong project management experience and knowledge of Agile (Sprint, Kanban)Soft Skills:Excellent communication, presentation and relationship management skills with the demonstrated ability to influence team members, peers, customers and stakeholdersAbility to interact with tact and diplomacy with individuals from a variety of backgrounds, cultures, and organizational levelsDetail oriented, flexible and enjoy working in a fast-paced collaborative environmentAbility to be a champion for change and continuous improvementMust be a self-starter and able to work independently while being part of a decentralized teamTechnology Careers with Optum.Information and technology have amazing power to transform the Healthcare 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 doyour life's best work.SMDiversity creates a healthier atmosphere:UnitedHealth Groupis 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 Groupis a drug-free workplace. Candidates are required to pass a drug test before beginning employment.Keywords:UnitedHealth Group; Optum; Manager Technical Support; Minnetonka, MN; leadership; service desk; systems management; call center; ServiceNow; HP Service Manager; ACD Systems; Genesys; Cisco; Nice; SCCM; Altris; WebEx; ITIL; Agile


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 http://careers.unitedhealthgroup.com
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Position Id : 854539
Originally Posted : 2 months ago

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