Manager Technical Support - Minnetonka MN
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'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 reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Primary Responsibilities:
* Oversee the effective IT support of employees in walk-up support centers distributed at key internal business locations
* Implement strategies to continuously improve the consumer IT experience through mature operational controls, improved quality, and a focus on strengthening foundational capabilities
* Drive positive outcomes through new innovation, operating discipline, and improved customer service via key performance indicators including Voice of the Employee and Voice of Customer feedback
* Manage a team of experienced IT support technicians located at specific walk-up support centers and advance the capability of the team by actively improving support processes, mentoring, and driving key team performance metrics
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:
* 6+ years of Information Technology experience, with a focus on IT Consumers and End User Computer Services
* Intermediate experience with various IT Service Desk technologies/platform such as ServiceNow, HP Service Manager, Knowledge Management Suites, Altiris (or similar software deployment technology), etc.
* Intermediate experience with NextGen IT Support actions, focusing on moving solutions closer to the customer
* Advanced knowledge of ITIL frameworks for Service Delivery and service support processes
* 3+ years IT leadership experience
* 2+ years proven hands on experience contributing and aligning to a vision and translating into practical actions steps and results
* 2+ years proven ability to implement strategies which deliver business benefit and measurable / actionable results
* 2+ years' experience leveraging performance metric data to drive improvement activities
Preferred Qualifications:
* Advanced communication, presentation and relationship management skills with the demonstrated ability to influence team members, peers, customers and stakeholders
* Intermediate experience with individual contributor performance management
* Experience managing initiatives
* Undergraduate degree or equivalent experience
* ITIL v3.0 foundation certification
* Experience leading a support team in an international environment
* Demonstrated ability to think beyond own function or territorial boundaries and experience aligning decisions within the needs and goals of an entire organization
* Knowledge of Agile (Sprint, Kanban)
* Ability to create new ways of solving problems, improving efficiencies in resource planning and implementing value-driven technical / service solutions
* Ability to be a champion for change and continuous improvement
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: Genesys, IT service Desk, End Users, ITIL
Primary Responsibilities:
* Oversee the effective IT support of employees in walk-up support centers distributed at key internal business locations
* Implement strategies to continuously improve the consumer IT experience through mature operational controls, improved quality, and a focus on strengthening foundational capabilities
* Drive positive outcomes through new innovation, operating discipline, and improved customer service via key performance indicators including Voice of the Employee and Voice of Customer feedback
* Manage a team of experienced IT support technicians located at specific walk-up support centers and advance the capability of the team by actively improving support processes, mentoring, and driving key team performance metrics
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:
* 6+ years of Information Technology experience, with a focus on IT Consumers and End User Computer Services
* Intermediate experience with various IT Service Desk technologies/platform such as ServiceNow, HP Service Manager, Knowledge Management Suites, Altiris (or similar software deployment technology), etc.
* Intermediate experience with NextGen IT Support actions, focusing on moving solutions closer to the customer
* Advanced knowledge of ITIL frameworks for Service Delivery and service support processes
* 3+ years IT leadership experience
* 2+ years proven hands on experience contributing and aligning to a vision and translating into practical actions steps and results
* 2+ years proven ability to implement strategies which deliver business benefit and measurable / actionable results
* 2+ years' experience leveraging performance metric data to drive improvement activities
Preferred Qualifications:
* Advanced communication, presentation and relationship management skills with the demonstrated ability to influence team members, peers, customers and stakeholders
* Intermediate experience with individual contributor performance management
* Experience managing initiatives
* Undergraduate degree or equivalent experience
* ITIL v3.0 foundation certification
* Experience leading a support team in an international environment
* Demonstrated ability to think beyond own function or territorial boundaries and experience aligning decisions within the needs and goals of an entire organization
* Knowledge of Agile (Sprint, Kanban)
* Ability to create new ways of solving problems, improving efficiencies in resource planning and implementing value-driven technical / service solutions
* Ability to be a champion for change and continuous improvement
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: Genesys, IT service Desk, End Users, ITIL
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