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Senior Manager Tech Support - MN

Company: UnitedHealth Group Inc.
Location: Minnetonka
Posted on: June 7, 2021

Job Description:

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)

The IT Service Desk Leader is responsible for defining the strategy and direction for 24 x 7 service desk support, which includes leadership of multi-location service desk teams, incident Management & Executive support functions. This individual will instill a culture of accountability, build relationships and implement an enterprise support model with standard operating procedures to ensure consistent delivery across all areas of support and tools. Leadership role, accountable for transforming the IT Service Desk to be face of IT for the employees of UnitedHealth Group (UHG), empowering the end users to be self-reliant with their IT needs.

Primary Responsibilities:

  • Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Oversee requests, incidents, changes and problems
  • Develop and mature phone/ticket escalation processes and system
  • Analyze performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues
  • Drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage incidents and requests queue
  • Ensure the Service Desk provides and delivers high levels of support by providing trends, reports and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement
  • Manage performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition
  • Identify, recommend, develop and implement programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management
  • Work with our global IT management teams to ensure NPS is obtained at the highest level in all geographical locations
  • Review and improve Service Desk Policy and procedures. Coordinate with quality assurance, knowledge, training and work force management teams
  • Participate and drive enterprise and departmental initiatives, changes and projects
  • Develop and execute a strategy capable of changing a reactive organization to being proactive and highly efficient
  • Be able to influence team members, peers, customers and stakeholders

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:

  • ITIL v3.0 foundation certified
  • 10+ years of professional experience in supporting/leading enterprise infrastructure or applications in a formal enterprise service desk environment
  • 7+ years of supervisory and management experience, preferably large teams (80+) with multiple locations
  • 7+ years of experience with various Global IT Service Desk technologies/platforms - Eg: HP SM, BMC Remedy, ServiceNow; ACD Systems - Cisco, Avaya, Remote Management Tools - SCCM, Altiris, WebEx, etc.; Workforce Planning - IEX (NICE)
  • Demonstrated ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture
  • Experience and track record of transforming a Global IT Service Desk to improve delivery and satisfaction
  • Excellent knowledge of ITIL frame works for Service Delivery and service support processes; Thorough understanding of ITIL-best practices and trends
  • You will be asked to perform this role in an office setting or other company location
  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained

Preferred Qualifications:

  • ITIL Intermediate - Service Operations, Continual service improvement (CSI) certified
  • HDI certification
  • Experience with supporting digital services and RPA / AI / ML initiatives

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: Senior Manager Tech Support, Tech Support, Tech Support Senior Manager, Tech Support Manager, Supervisor, Tech Support Supervisor, Global IT Service Desk, Service Desk, Global IT, IT, MN, Minnesota

Keywords: UnitedHealth Group Inc., Minnetonka , Senior Manager Tech Support - MN, Other , Minnetonka, Minnesota

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