Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
As a Specialty Services Asst Tech Support Manager, you will lead a team of technical support analysts focused on delivering high-quality, remote support for care delivery operations across the United States. You will be responsible for coaching, performance management, and ensuring operational excellence through effective use of IT support tools and adherence to service standards. Your leadership will directly impact the experience of end users and the efficiency of support operations.
Primary Responsibilities:
- Lead and support a team of technical support analysts providing high-quality, remote support to clinical and business users
- Oversee daily Service Desk operations, including incident and service request management, ensuring timely resolution and proper escalation
- Coach and develop team members through regular 1:1s, performance feedback, and development planning, including performance improvement actions when needed
- Monitor service delivery metrics and team performance using IT support tools (e.g., ServiceNow, IEX, Nexidia) to ensure adherence to service standards
- Partner with Quality, Coaching, and Operations teams to meet scorecard expectations and improve end-user experience
- Support implementation of new processes, tools, and technologies while ensuring compliance with policies, procedures, and operational commitments
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- Bachelor’s degree (BS/BA) or equivalent practical experience
- 5+ years of total experience
- 5+ years of experience in IT support, IT service management, or enterprise technology operations
- 2+ years of experience leading, coaching, or mentoring others in a team based technical support environment
- Demonstrated experience supporting Service Desk or Specialty Services operations, including incident and service request management
- Experience monitoring service delivery metrics, quality results, and performance trends to support operational goals
- Working knowledge of ITSS tools and platforms such as ServiceNow, workforce management tools, and reporting dashboards
- Proven ability to provide day to day coaching and performance support through regular 1:1s, feedback, and skill development
- Proven ability to clearly communicate expectations, priorities, and feedback to analysts in a fast paced support environment
- Proven solid organizational and time management skills with the ability to manage competing priorities
- Willingness to work US daytime hours and align to a US Flexible Holiday schedule
Preferred Qualifications:
- Experience in a lead analyst, senior analyst, acting supervisor, or interim leadership role
- Experience in healthcare or clinical support environments
- Experience partnering with Quality, Coaching, Workforce Management, or Knowledge Management teams
- Experience in technical support or IT service delivery
- Experience in people management and coaching
- Experience in performance management and quality assurance
- Familiarity with ITSS SOPs, playbooks, quality standards, and leader routines
- Exposure to process improvement, automation, or AI enabled support tools (e.g., Copilot)
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
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