1+ months

Technical Service Desk Manager

Minnetonka, MN 55345
  • Job Code

The IT Service Desk (ITSD) supports Optum and UnitedHealth Group. The ITSD team supports more than 350,000 domestic and international employees while operating 24x7 year-round, including all holidays.  While taking in excess of 175,000 contacts per month the ITSD offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) 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. ITSD's mission is to be the face of IT; a central point of contact for UnitedHealth Group businesses that provides high quality, innovative and cost-effective technical support.


The Manager of Technical Support roles at the ITSD are an important part of a global IT support team.  They are responsible for providing direct leadership to a team of support specialists 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 while also helping them develop their skills and abilities.


Primary Responsibilities

  • Provide leadership and direction to a team of 15+ support technicians, consistent with UnitedHealth Group and Optum's vision and strategies, and department goals and objectives.
  • Responsible for managing and owning technical applications or workstation groups, working with technical Subject Matter Experts as well as other resources across IT and within the business.
  • Plan, oversee or participate in large scale department or enterprise-wide projects; responsible for measuring Service Desk performance using appropriate systems, tools & techniques.
  • Review 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 met.
  • Lead complex technical initiatives while participating in next generation service desk transformation.
  • Strong background in managing escalations, client and user management for Service Desk Functions.
  • Be a champion for change and continuous improvement.
  • Drive conversations regarding systems and applications and anticipating problems by monitoring key department indicators.
  • 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.
  • Analyzes and investigates opportunities for increasing efficiency, effectiveness, and productivity.
  • Provides 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.
  • Additional tasks and responsibilities as assigned by Sr. 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.



Posted: 2020-08-14 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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Technical Service Desk Manager

UnitedHealth Group
Minnetonka, MN 55345

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