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Senior Manager - Technical Support - Remote

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Optum

2mo ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    People, HR & Administration
  • Secaucus
    Remote

AI generated summary

  • You need a Bachelor’s degree, 8+ years in technical support, 3+ years in leadership, proficiency in support tools, strong communication skills, and a focus on customer service and improvement.
  • You will lead and manage the technical support team, develop strategies, resolve complex issues, optimize workflows, and collaborate with stakeholders to enhance service quality and customer satisfaction.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred)
  • 8+ years of experience in technical support
  • 3+ years of experience leadership or management role for technical support
  • Proficiency in support tools and platforms (e.g., ServiceNow) and understanding of ITIL best practices
  • Proven ability to lead, mentor, and develop high-performing teams
  • Proven solid interpersonal and communication skills to effectively collaborate with stakeholders and clients
  • Demonstrated success in resolving complex technical issues and driving continuous improvement
  • Demonstrated commitment to delivering exceptional customer service and enhancing satisfaction
  • All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

  • Leadership & Team Management: Lead, mentor, and manage the technical support team to deliver high-performance results and achieve service excellence
  • Strategic Oversight: Develop and implement support strategies aligned with organizational goals, focusing on scalability and customer satisfaction
  • Issue Resolution: Oversee the resolution of escalated and complex technical issues, ensuring timely and effective solutions
  • Process Improvement: Optimize support workflows, implement KPIs, and drive innovation to improve efficiency and service quality
  • Stakeholder Collaboration: Act as the primary liaison between clients, internal teams, and senior leadership to align technical support initiatives with business needs

FAQs

Do we support remote work?

Yes, this position is fully remote, allowing you to work from anywhere within the U.S.

What qualifications are required for this role?

A Bachelor’s degree in Computer Science, Information Technology, or a related field is required, with a Master’s degree preferred. Additionally, 8+ years of experience in technical support and 3+ years in a leadership or management role are required.

What are the primary responsibilities of the Senior Manager - Technical Support?

The primary responsibilities include leading and mentoring the technical support team, developing support strategies, overseeing issue resolution, optimizing support workflows, and collaborating with stakeholders.

What tools and platforms should candidates be proficient in?

Proficiency in support tools and platforms such as ServiceNow and an understanding of ITIL best practices are preferred.

How is the compensation structured for this role?

The salary range for this role is $106,800 to $194,200 annually, based on factors such as local labor markets, education, work experience, and certifications.

What benefits does UnitedHealth Group offer?

UnitedHealth Group offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase options, and 401k contributions, all of which are subject to eligibility requirements.

What is UnitedHealth Group's stance on diversity and inclusion?

UnitedHealth Group is committed to creating a diverse and inclusive workplace, ensuring equal employment opportunities for all individuals regardless of race, color, religion, sex, age, national origin, and other protected characteristics.

Are there any specific policies for remote employees?

Yes, all employees working remotely are required to adhere to UnitedHealth Group’s Telecommuter Policy.

What is the application process for this role?

The job posting will be available for a minimum of 2 business days or until a sufficient candidate pool has been collected, and the posting may be removed early due to the volume of applicants.

What is UnitedHealth Group's mission?

UnitedHealth Group's mission is to help people live healthier lives and make the health system work better for everyone, addressing health disparities and improving health outcomes.

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Optum is a health services and technology company that provides a wide range of solutions to improve healthcare delivery and outcomes. They offer services in healthcare management, data analytics, pharmacy benefit management, and technology solutions to healthcare providers, payers, employers, and government agencies. Optum's ultimate mission is to improve the health system's efficiency and effectiveness, creating a healthier world for everyone. Their purpose lies in collaborating with healthcare partners to address complex challenges, such as improving care coordination, reducing healthcare costs, and enhancing patient experiences. By leveraging data-driven insights and innovative technology, Optum aims to empower healthcare professionals and organisations to deliver high-quality, patient-centered care and drive positive healthcare outcomes for individuals and communities worldwide.

Culture & Values

  • Integrity

    Honour commitments. Never compromise ethics.

  • Compassion

    Walk in the shoes of people we serve and those with whom we work.

  • Relationships

    Build trust through collaboration.

  • Innovation

    Invent the future, learn from the past.

  • Performance

    Demonstrate excellence in everything we do.