technology Support managerUnitedHealth Group

Job Description
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.
Primary Responsibilities:
Managing the activities and customer facing operations of the Remote System Administrators to meet the service needs of IWS customers while ensuring efficient operations of the group and alignment of priorities
Staff Management
Responsible for overseeing the customer facing technical support for the IWS product suite
Managing support teams who are diagnosing, troubleshooting and debugging highly technical and sophisticated software
Ensures engineers are current with the latest technology. Develop a consistent knowledge culture and delivery program to ensure staff and customers have wide and ready availability to relevant information
Establishes operational objectives and assignments, allocate resources and delegate assignments
Performance management and goals for staff
Develop and implement innovative plans for recognition, team building, growth, and development of staff
Customer Support
Develop Best Practices including strategy, definition, roll-out planning, implementation, certification and results tracking
Consistent, dynamic communications with customers to drive intimacy, customer productivity, customer success and alignment to Change Healthcare
Provide regular feedback to the other members of the management team with respect to customer concerns and/or feedbacks
Continually seek opportunities to increase customer satisfaction and improve customer relationships
Continually seek feedback from customers. Analyze recommendations/metrics and implementing improvements to work processes and quality management. Track and report result on new initiatives
Traveling, on occasion, to customer sites to attend customer meetings as well as part of the on-call manager after hours pager rotation
Establishes and maintains lines of communication with internal and across department peers (product engineering and design, product deployment, upgrades, sales, etc.,) on development, design, reliability, implementation, and maintenance issues. May be involved in customer installation and training programs
Functional Initiative Ownership
Providing ownership of key internal initiatives in the following focus areas:
Improvement of onboarding programs and refresh training
New technology readiness and expertise development
Training on new technology and/or products
Reduction of traditional project effort
Reduction of administrative overhead / systems optimization
Service quality and process improvement
Initiative updates communication and celebrate achievements
Team/Culture building
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:
5+ years of solid management experience in leading a technical team
Customer IT experience/Customer Success Manager for the clients
Coaching experience
Demonstrate excellent organizational skills, flexible and has an ability to handle and prioritize multiple tasks
Clear speaking voice and excellent telephone manner
Solid leadership capabilities and a result orientated approach
Ability to work well within a fast-paced environment and under pressure
Proven experience and ability to plan, co-ordinate and motivate staff while monitoring the effective use of time and resources
Effectively communicates to customers in both written and verbal forms, including the ability to convey difficult/sensitive information tactfully
Solid decision-making skills
Self-starter with exceptional commitment to providing superior proactive customer service
Team player
Ability to conduct training sessions, give oral presentations, and interface and communicate with customers and co-workers in a clear and professional manner
Preferred Qualifications:
ITIL and/or Six Sigma
Healthcare IT experience
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: Optum is an Equal Employment Opportunity 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. 2023 Optum Global Solutions (Philippines) Inc. All rights reserved.