Supervisor, Desktop Support - Colorado Springs, CO Colorado Springs, CO

    UnitedHealth Group Inc.
    Colorado Springs, CO 80901
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    Job Description

    Our customer service & claims teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service and across our global economy. Join us and find out why this the place to do your life's best work.SM

    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)

    Under the general supervision of the Manager of Desktop & Field Services, this position reports to the Technology Support Services (TSS) manager. The (DSS) Desktop Support Supervisor leads the desktop support function by providing leadership and supervision to desktop support staff, planning and supporting operations, reporting on key metrics, managing projects, directing project assignments, promoting a service-oriented support environment focused on delivering industry leading support and customer service. Work includes, but is not limited to, endpoint device management, incidents and service requests related to endpoints including mobile devices involving hardware or software, networking, active directory, and other technology related devices utilized in the enterprise environment. The candidate must be experienced as a leader and be able to work in a dynamic environment, including triaging and prioritizing incidents, requests and project work while providing strong and professional customer service for internal customers.

    Job consists of dynamically changing work situations based on potential escalations and business critical incidents and requests. The ability to prioritize and delegate is critical to success. Job involves a moderate degree of complexity. Duties are performed somewhat independently and under general supervision. Decisions are made within established departmental guidelines with discretion to make judgment calls within reason. Errors in judgment or work performance could result in insufficient productivity for the department and enterprise.

    Primary Responsibilities:
    • Supervises the desktop support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
    • Actively monitors desktop support operations to ensure high service levels and timely resolutions or escalations are consistently occurring
    • Drives a data driven approach including understanding and reporting on leading and lagging KPIs used for industry best practices related to Desktop Support
    • Monitoring technology/ desktop support queues and assisting support teammates with meeting performance goals
    • Serves as escalation point of contact for IT stakeholders in the region
    • Escalates incidents and requests ensuring that escalation procedures are followed coupled with effective communication
    • Works closely with the service desk and auxiliary support teams
    • Provides senior-level technical support of the desktop computing environment including hardware, software, and related technologies
    • Works within the user community to promote excellent customer service, effective response times and provides expert insights into general support issues. Sets clear expectation for staff regarding quality of service guidelines for dealing with customers, completing service orders, and overall customer satisfaction. Consistently addresses deficiencies in meeting customers' needs and satisfaction
    • Works closely with department contacts on a regular basis to improve customer relations and technical support
    • Promotes a culture of inclusiveness, positivity, and team building
    • Development and mentorship of teammates
    • Conducting quality assurance on tickets and processes related to incidents and service requests.
    • Submits clear and concise/accurate technical manuals or guides for knowledge management
    • Conducts appropriate training for new/tenured IT support staff in order to enhance their process adherence, troubleshooting and customer service skills
    • Leading (Problem management) trend and root cause analysis for incidents as it relates to desktop support
    • Serving as the single point of contact for regional Desktop Support metrics/ KPIs and other related reports
    • Coordinate between different tiers of technical teams/vendors/business units for resolution of complex issues
    • Directly supervises an assigned group of IT technology services teammates
    • Provide field service support to remote sites
    • Perform other relevant job duties as assigned
    You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

    Required Qualifications:
    • ITIL v3 Foundations Certification
    • AS or BA/BS in Computer Science or related field and/or combination of experience
    • At least 5 years of progressive experience in technology support and operations
    • 2 years of Team Lead and/or Supervisory experience
    • Experience in Windows 7 and Windows 10 in a domain-managed environment. Extensive experience in MS Office product suite
    • Experience in KPI Metrics compilation, analysis and delivery
    • Experience supporting customers and clients both in person and remotely, using all tools available to accomplish the task
    • Experience with SCCM and MDT technology
    • Knowledgeable in Comp TIA A+, Net+, Sec+
    • Understanding of Desktop Support best practices
    • Understanding of ITIL incident management and request fulfillment related to desktop support and field services
    • You will be asked to perform this role in an office setting or other company location, however, may be required to work from home temporarily due to space limitations
    • Employees are 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 prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained
    Preferred Qualifications:
    • Experience in Office365
    • Experience in Active Directory, DNS, DHCP etc.
    • Experience with IOS and Apple devices
    • Experience with a commercial ticketing system such as ServiceNow
    • Extensive experience in MS Office product suite 2010 and 2013
    • Combination of small-business and enterprise level support experience
    • Strong attention to detail and organizational skills
    • Adept at critical thinking and problem solving to evaluate problems for accuracy and timely resolution, observing expectations for service levels
    • Effective with process design, implementation, and continual improvement
    • Excellent listening, facilitation, and conceptual thinking skills
    • Exceptionally strong customer service, interpersonal, presentation, and communication skills
    • Ability to address any performance issues with reporting teammates and have direct and constructive conversations
    • Ability to tactfully change communication style and delivery to accommodate for diverse customer base including technical and clinical teammates
    • Ability to compile, convey metrics and supporting analysis to leadership
    • Ability and desire to thrive in a very fast-paced, team-oriented environment
    • Ability to meet tight deadlines and multi-task, while executing projects in a fast-paced environment
    Physical Requirement and Work Environment:
    • Job requires hours that may occasionally exceed 8 hours per day or 40 hours per week and includes some non-traditional work hours especially during times of peak activity
    • Have the ability and desire to travel up to 20% of the time
    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 and its affiliated medical practices are Equal Employment Opportunity/Affirmative Action employers 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 and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

    Job keywords: Desktop Support Supervisor, Support Supervisor, SCCM, MDT technology, Springs, Colorado, CO

    Posting ID: 588103083Posted: 2020-11-19