Supervisor Technical Support
3 weeks ago
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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start
Caring. Connecting. Growing together.
OptumInsight provides analytics, research, consulting, technology and managed services solutions to hospitals, physicians, health plans, government agencies, life science companies and other industry partners. In addition to our many commercial clients, OptumInsight capabilities and technologies are leveraged by OptumHealth, OptumRx and our sister company UnitedHealthcare.
In a high volume, fast-paced call center supervise entry to mid-level employees as they respond to and diagnose computer and technical application support incidents. Assist team members to quickly and effectively utilize tools for resolution. As needed, be next level of support
for escalated issues.
If you reside in MSP area, you will have the flexibility to work remotely* as you take on some tough challenges.
Primary Responsibilities:
People Management
Provide work direction to IT Service Desk employees to ensure department services are completed within service-level agreement (SLA) guidelines and resources are utilized effectively
Measure performance against standards, quality and knowledge contributions, provide feedback on a consistent basis
Write and deliver annual performance reviews including merit adjustment recommendations
IT Service Desk Management
Monitor incoming call trends and adjust schedule for appropriate coverage to meet service levels
Analyze and offer suggestions to improve work processes to ensure maximum efficiency in the delivery of IT Service Desk services
Review customer service responses with less than satisfactory rating or customer requests a call-back and take appropriate action to resolve
Ability to participate in Supervisor on-call rotation
Participate in and possibly conduct internal training
Stay informed about system-wide changes that may impact IT systems
Provide procedural training for IT Service Desk staff to ensure understanding of IS and Service Desk policies and procedures
Ability to deliver training and other functions onsite as needed
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:
3+ years of experience in a technical support environment
Experience working in a Help Desk or Call Center
Experience supporting health care applications
Experience using ServiceNow
Experience in ITIL best practices
Reside within a 50 mile radius of Minneapolis, MN
Preferred Qualification:
Lifting weight up to 20 lbs
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
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.
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.
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