1+ months

Director, IT Service Desk

Minnetonka, MN 55345
  • Job Code

Combine two of the fastest-growing fields on the planet with culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliable. There's no room for error. Join us and start doing your life's best work. (sm)

Primary Responsibilities:
  • Strategy Development & Execution:
    • Represent end user requirements with inputs from business end user boards, influence an persuade to ensure joint alignment of needs & goals in alignment with IT strategy
    • Execute future enterprise platforms including personal, communications & mobile devices which support rapid integration of new technology into UHG in a secure & compliant manner
    • Partner with IT Functions to create scalable & user friendly capabilities like Self-Service options (Knowledge Base, Video KBs, etc), Omni-Channel & Self-Heal that enhance the productivity of UHG employees
    • Initiate, oversee & support key end user improvement projects in line with strategy
    • Develop & execute a strategy capable of changing a reactive organization to being proactive & highly efficient
    • Strong knowledge of enterprise workstation, application, connectivity & communications products
      Change Management:
    • Align all stakeholders on common objectives, ensure adequate funding, prioritization & resources to deliver program success & strong end user adoption
    • Establish a collaborative, cross-divisional community of business end user boards to provide input & feedback on requirements, designs, etc.
    • Facilitate Communities of Practice with Lines of Businesses related to user-friendly application design & adoption outcomes, including end user training
  • Operations:
    • Oversee requests, incidents, changes & problems. Manages & coordinates urgent & complicated support issues. Act as escalation point for all requests & incidents
    • Develop & mature phone/ticket escalation processes & system
    • Analyze performance of Service Desk activities & documented resolutions, identify areas for improvement, & devise/deliver solutions to enhance quality of service & to prevent future service delivery quality issues
    • Will drive Ticket Deep Dive & develop strategies for improvement. Monitor & manage incidents & requests queue
    • Ensure the service desk provides & delivers high levels of support by providing trends, reports & analysis of customer satisfaction, performance against agreed to service levels & plans for service improvement
    • Manage performance & development of team members, including policy administration, compliance, coaching, disciplinary action & recognition
    • Work with our global IT management teams to ensure NPS is obtained at the highest level in all geographical locations
    • Ability to influence team members, peers, customers & 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.


Posted: 2020-08-24 Expires: 2020-10-08

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Director, IT Service Desk

UnitedHealth Group
Minnetonka, MN 55345

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