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in San Antonio, TX

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Hours Full-time, Part-time
Location San Antonio, TX
San Antonio, Texas

About this job

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 Desktop Support Manager is responsible for managing the day to day activities of Desktop support and Desktop engineering teams.  This position will help develop and sustain the desktop support function, leading a team of IT support technicians that support Microsoft Desktop Operating systems running on PCs, Laptops and thin client devices and Virtual Desktops. Applications range from the usual Microsoft Office applications to unique systems made to support our specific business needs.
This position requires previous leadership experience, and ability to demonstrate technical proficiency and ability in all aspects of IT systems. This position will meet strict SLAs and KPIs, which will require flexibility, proactive solutions and ability to thrive in a fast-paced environment, ensuring that resources are managed to meet challenging business goals and objectives while remaining sensitive to employee needs, team dynamics, customers, vendors and internal stakeholders.
 
Essential job functions include:

Manage staff, including motivation, hiring, reviews, training needs and overall performance Ensure IT compliance which meets security and/or other regulatory standards and practices
Effective presentation skills and ability to convey complex processes clearly and concisely
Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
Promote a professional environment at all times and provide a point of escalation of staff, customers and internal teams with the area of accountability
Responsible for the installation, and configuration of software products across installed hardware platforms
Troubleshoot product and environment issues
Manage Incident, Request, Change and Problem tickets and tasks
Provide ‘High Touch Support’
Establish close working relationships with the other departments and service providers and develop proactive business partnerships with service recipients
Provide an out-of-hours escalation path for technicians and customers outside of normal office     hours and organize backups for colleagues who are unable to fulfill their duties in an out-of-hours environment
Promote a Knowledge Centered Support (KCS) approach and ensure knowledge content is created and maintained for both internal support and end users
Manage SLA and KPI based support processes
Meet SLA expectations and promote a culture of continual service improvement
Manage communication with stakeholders regarding service provision and outages
Manage a team of individuals and will include performance, conflict, and change management
Responsible for the regular reporting of Desktop Support  SLA, KPIs, and associated metrics

Requirements

Requirements:


2 Years management experience with HR accountabilities

4 years desktop support experience

Prior experience with ITIL Foundations

Ability to work in a 24/7 environment on call if needed for escalation

Knowledge of Microsoft OS

Knowledge of enterprise laptop and desktop hardware

Prior experience with service improvement/ management

Prior experience managing remote resources
Asset


A+ certification

Project Management experience

Experience with procurement and asset management

Bachelor’s degree or equivalent experience

HealthCare Experience
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.