Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • San Antonio


Position Description

No industry is moving faster than health care. And no organization is better positioned to lead health care forward. We need attention to every detail with an eye for the points no one has considered. The rewards for performance are significant. You'll help improve the health of millions. And you'll do your life's best work.(sm)
Primary Responsibilities:
Manages day-to-day operations and staff management of an IT HelpDesk
Responsible for achieving team level SLAs and supporting KPIs
Sets priorities for the team to ensure task completion
Coordinates work activities with other supervisors and peers
Develops plans to meet both short-term and long-term objectives
Identifies and resolves operational problems using defined processes, expertise and judgment
Drives establishment of Critical Success Factors, Key Performance Indicators and Metrics (both process and service
Decisions are guided by policies, procedures and business plan
Interviews and makes hiring decisions for HelpDesk staff
Provides regular metrics and reporting for area of responsibility
Interacts with Senior Management on a regular basis
Coaches, trains, mentors staff
Enterprise wide communications for planned and unplanned maintenance and outages
Develop and update plans for new product/service releases
Prepare the support team for new product/service releases
Maintain a high level of employee morale within the team
Promote a healthy, positive work environment, and a team oriented culture
Participate in and drive participation of the HelpDesk in the organization’s change and problem management processes
Develop and enhance cooperative interdepartmental and vendor relationships and communications
Maintain current knowledge of industry trends and potential impact on the support business
Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
Develop a customer care philosophy that ensures customer satisfaction
Market the image of the service desk as a support group showcase that advances the IT vision and strategy

Required Qualifications:
Undergraduate degree or equivalent experience
2+ years as an IT Help Desk/Service Desk Manager/Supervisor
Demonstrated understanding and application of ITIL framework and data driven analysis
Ability to travel 10%
Ability to work in San Antonio office as relocation will not be offered
Preferred Qualifications:
Help Desk Manager certification
Healthcare experience
ITIL Foundation Certified (V2 or higher)
Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)
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.
Job Keywords: Help Desk Manager, San Antonio, TX, Texas

Job Details
Requisition Number
Job Title
Help Desk Manager - San Antonio, TX
Job Family
Business Segment
Optum Technology
Job Location Information

San Antonio, TX
United States
North America
Additional Job Detail Information

Employee Status
Job Level
Day Job
Telecommuter Position
Overtime Status

About the company

Our mission is to help people live healthier lives and to help make the health system work better for everyone.

A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 85 million people worldwide.

Our biggest point of differentiation is our people - and the collective talent, energy, intelligence and drive our force of 188,000 individuals around the world bring to our mission every single day. So, how do we do it? With our every action, interaction and intention that demonstrates the five fundamental values that guide everything we do:

• Integrity
• Compassion
• Relationships
• Innovation
• Performance

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