Technical Support manager - cebu city, cebuUnitedHealth Group

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 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) The IT Service Desk (ITSD) supports Optum and UnitedHealth Group. The ITSD team supports more than 350,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 175,000 contacts per month the ITSD offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference Make yourself at home with us and start doing your life's best work. ITSD's mission is to be the face of IT a central point of contact for UnitedHealth Group businesses that provides high quality, innovative and cost effective technical support. The Technical Support roles within the ITSD is fundamental part of a global IT support team, responsible for answering incoming calls, chats, email and web submissions from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. The IT Service Desk team provides level 2 support to the UnitedHealth & Optum team members. Successful candidates will handle 50+calls/day with regard to all areas of UnitedHealth Group's IT infrastructure and applications, they work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and focus. Effective candidates will have shown at least two years of experience resolving technical issues over the phone, demonstrated troubleshooting and technical ability, and an ability to effectively communicate technical solutions to non-technical customers. Primary Responsibilities: Oversee of requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers Train, coach and mentor Service Desk analysts including career development. As needed, schedule employees working times and provide backup support. Interact with internal and external customers Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage queue (participating in escalated calls as needed) Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional support Manage process for communicating outage/emergency activities to the organization 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 preferred, but HS Diploma/GED and 2+ years of experience accepted At least 5+ year experience in a call center environment or equivalent 3 years supervisory or lead experience handling 15 team members At least 3 + years technical manager handling Connectivity support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective. Extensive experience with operating system support including but not limited to Windows 7, 8, 10 and windows native applications. Experience with service ticketing/tracking systems (ServiceNow preferred). Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred). Experience with service ticketing/tracking systems (ServiceNow preferred) Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc) Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions) Typing speed of 50 WPM a plus Experience working with a knowledge base or knowledge tool Experience using and supporting IP phone systems Experience with handheld devices Experience with supporting MAC hard and software Experience in a large corporate environment Exposure to or knowledge of ITIL practices Knowledge and Experience with end-user devices, and computer peripherals troubleshooting (input device like mice and keyboard, output devices like monitors and projectors, docking stations, printers etc) Knowledge and Experience with Terminal Emulators such as Putty, MobaXterm and others Enjoys challenging troubleshooting situations and pays attention to details HDI Service Desk Certification Self-starter and able to work independently while being part of a decentralized team What makes your technology career greater with UnitedHealth Group You'll have the most opportunities to grow and develop. We invest in rich technology resources and talented people to help glean and use intelligence in ways that drive quality and affordability of healthcare for millions of people worldwide. It's your chance to be a transformational force in the industry and within UnitedHealth Group. If you believe there is always a better way, take the next step in exploring your potential with UnitedHealth Group. UnitedHealth Group IT provides a diverse and comprehensive array of application design and infrastructure services designed to advance improved health and well-being for our customers, and to benefit UnitedHealth Group employees across the enterprise. Comprised of the Application Services Group, Enterprise Technology Services Group and the IT Business Services Group, UnitedHealth Group IT has over 10,000 internal and external resources across the globe, and offices in multiple states in the United States. Careers with Optum. Here's the idea. We built an entire organization around one giant objective make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm) Diversity creates a healthier atmosphere: Optum 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. Optum is a drug-free workplace. 2022 Optum Global Solutions (Philippines) Inc. All rights reserved.
Monster

Cebu City, Cebu
Permanent
Full-time