Vacancy expired!
The
IT Service Desk (ITSD) supports Optum and UnitedHealth Group. The ITSD team supports more than 300,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 150,000 contacts per month the ITSD offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, network and voice 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. We go the extra distance to deliver value to the customers we serve, including cost effective, simple and useful end user computing technology and services. The Supervisor of Technical Support role at the ITSD is an important part of a global IT support team. They are responsible for providing direct leadership to technicians in a multi-location, international, technical support environment. The IT Service Desk team provides level 1.99 technical support to the UnitedHealth & Optum team members. ITSD Leaders provide timely, constructive, and honest feedback to support specialists, peers and others. Primary Responsibilities:- Provide leadership and direction to a team of 15-20 support technicians, consistent with UnitedHealth Group and Optum's vision and strategies, and department goals and objectives
- Coach and develop technical analyst staff by communicating performance expectations, providing on-going feedback, and ensuring training resources and plans are in place to address individual and department needs
- Facilitate meetings effectively; monitors group dynamics and fosters a positive work environment within the team
- Review volumes and partner with team to identify emerging customer trends (types of calls, chats and web submissions) and notifies the appropriate resources while ensuring service levels, work volume and quality standards are met
- Be a champion for change and continuous improvement
- Manage staffing to ensure productivity, metric, and quality standards are met and customer service expectations are consistently achieved
- Utilize chat transcripts to evaluate customer service skills of team members - provide coaching as needed
- Analyze and investigate opportunities for increasing efficiency, effectiveness, and productivity
- Provide explanations and interpretations within area of expertise
- Work with subject matter experts or more experienced leadership team members to supplement existing knowledge and understanding to identify solutions
- Demonstrate a highly developed sense of integrity and commitment to providing customer focused support
- Recognize and reward performance and contributions of team members and team
- Other duties as assigned by Leadership
- Bachelor's Degree or equivalent experience required
- 4+ years leadership experience, preferably in a combination of call center and technology support areas
- 2+ year Service Desk experience
- You will be asked to perform this role in an office setting or other company location
- If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas, In addition, employees must comply with any state and local masking orders.
- Experience working in and around call center environment
- Leadership experience in a combination of call center and technology support areas
- Strong background in managing escalations, client and user management for Service Desk Functions
- Working experience with various IT Service Desk technologies/platforms - including ServiceNow, HP Service Manager, ACD Systems, Genesys, Cisco, Nice, SCCM, Altiris, WebEx, etc.
- Exposure to or knowledge of ITIL practices
- Thorough knowledge of Windows and Microsoft O365 applications. Microsoft certifications desirable but not required
- Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
- Experience with MS Office (including Word, Excel and PowerPoint)
- Experience with Cisco; networking and software
- ITIL v3.0 foundation certified
- HDI certification strongly desired
- Excellent communication, presentation and relationship management skills with the demonstrated ability to influence team members, peers, customers and stakeholders
- Detail oriented, flexible and enjoy working in a fast-paced collaborative environment
- Must be a self-starter and able to work independently while being part of a decentralized team
- Proven ability to prioritize workload and allocate time effectively while maintaining focus on goals and objectives
- Ability and motivation to adapt to changing priorities
- Demonstrated success in developing and coaching staff, building cohesive teams and establishing effective working relationships across the organization
Vacancy expired!