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)

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Lead and develop the multiple Help desk/support teams with responsibility for people, processes, technology
• Lead integration of separate help desk teams from separate organizations into a consolidated help desk function with standard tools, processes and staffing
• Develop and maintain a continuous improvement culture within the team
• Hire, performance manage, coach and mentor the teams
• Train and mentor staff on hardware, software, and virtual desktop usage, processes
• Document and maintain clear, concise and accurate processes and best practices for support knowledgebase
• Ability to meet tight deadlines and multi-task while executing projects in a fast-paced environment while preforming other duties as assigned
• Serves as an escalation contact for business and team
• Lead (problem management) trends and root cause analysis for IT support incidents
• Proactively Manages daily call and ticket metrics and SLAs (Service Level Agreements)
• Compile and convey operational status of support desk services, KPIs (Key Performance Indicators) and SLAs for leadership
• Develop knowledge of supported business applications and processes to assess the impact of technology events on the business and other support areas
• Present recommendations for resolving more complex situations
• Provide information to functional colleagues, internal partners, and stakeholders
• Maintain high level of quality, service levels, security, governance, risk, and compliance requirements for supported areas and demonstrate adherence to documented policies
  

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 higher) OR equivalent experience
• 5+ years customer service/help desk experience using a ticket management system such as ServiceNow
• 3+ years of experience with people management
• 3+ years managing EMR/PM (Electronic Medical Record / Practice Management) support function and best practices, ITIL incident management and KPIs (Key Performance Indicators) relating to operations

Preferred Qualifications:

• HDI or ITIL V4 Foundations Certification
• 3+ years of Experience with Epic
• 1+ years of experience with team leadership while influencing geographically disbursed teams and building trust-based relationships with all business and IT stakeholders
• Experience with Microsoft Office 365
• Demonstrate strong leadership presence and determination to move the projects and teams forward when faced with obstacles
  

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

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)

Colorado, Connecticut, Nevada, or New York City Residents Only : The salary range for Colorado residents is $82,100 to $146,900. The salary range for Connecticut/Nevada/New York City residents is $90,500 to $161,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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.