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Technical Support Supervisor - Minnetonka, MN

Company: UnitedHealth Group Inc.
Location: Minnetonka
Posted on: June 8, 2021

Job Description:

The IT Service Desk (ITSD) supports Optum and UnitedHealth Group. The ITSD team supports more than 300,000 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.

The Supervisor of Technical Support role 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 the UnitedHealth & Optum team 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 objectives.
  • Coach and develop technical analyst staff by communicating performance expectations, providing on-going feedback, and ensuring training resources and plans are in place to address individual and department needs.
  • Facilitate meetings effectively; monitors group dynamics and fosters a positive work environment within the team.
  • Review volumes and partner 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 met.
  • Be a champion for change and continuous improvement.
  • Manage staffing to ensure productivity, metric, and quality standards are met and customer service expectations are consistently achieved.
  • Utilize call recordings to evaluate customer service skills of team members - provide coaching as needed.
  • Analyze and investigate opportunities for increasing efficiency, effectiveness, and productivity.
  • Provide explanations and interpretations within area of expertise.
  • Work with subject matter experts or more experienced leadership team members to supplement existing knowledge and understanding to identify solutions.
  • Demonstrate a highly developed sense of integrity and commitment to providing customer focused support.
  • Recognize and reward performance and contributions of team members and team.
  • Other duties as assigned by Leadership

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 equivalent experience required
  • 4+ years leadership experience, preferably in a combination of call center and technology support areas
  • 2+ year Service Desk experience

Preferred Qualifications:

  • Experience working in and around call center environment
  • Leadership experience in a combination of call center and technology support areas
  • Strong background in managing escalations, client and user management for Service Desk Functions
  • Working experience with various IT Service Desk technologies/platforms - including ServiceNow, HP Service Manager, ACD Systems, Genesys, Cisco, Nice, SCCM, Altiris, WebEx, etc.
  • Proven ability to prioritize workload and allocate time effectively while maintaining focus on goals and objectives
  • Ability and motivation to adapt to changing priorities
  • Demonstrated success in developing and coaching staff, building cohesive teams and establishing effective working relationships across the organization
  • Exposure to or knowledge of ITIL practices
  • Must be a self-starter and able to work independently while being part of a decentralized team
  • Thorough knowledge of Windows and Microsoft O365 applications. Microsoft certifications desirable but not required
  • Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
  • Experience with MS Office (including Word, Excel and PowerPoint)
  • Experience with Cisco; networking and software
  • ITIL v3.0 foundation certified
  • HDI certification strongly desired
  • Excellent communication, presentation and relationship management skills with the demonstrated ability to influence team members, peers, customers and stakeholders
  • Detail oriented, flexible and enjoy working in a fast-paced collaborative environment

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)

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

You can learn more about all we are doing to fight COVID-19 and support impacted communities: click here.

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.

Keywords: Technical Support, Supervisor, Minnetonka MN, #RPO

Keywords: UnitedHealth Group Inc., Minnetonka , Technical Support Supervisor - Minnetonka, MN, Other , Minnetonka, Minnesota

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