Manager, Technology Support

Requisition Number: 2341876
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 makes 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.
Join a mission driven organization at the intersection of healthcare and technology. As a Manager, Technical Support, you will lead and develop high performing technical support teams responsible for ensuring platform reliability, customer satisfaction, and operational excellence. This role blends people leadership, technical depth, and cross functional collaboration to deliver world-class support for critical healthcare applications. You will play a key role in stabilizing production environments, improving incident response, and driving continuous improvement across support processes-directly impacting the experience of customers, members, and internal stakeholders.
You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:

• Lead and manage one or more technical support teams responsible for L2/L3 application and platform support.
• Provide day-to-day people leadership, including hiring, onboarding, coaching, performance management, and career development.
• Own incident management, problem management, and escalation processes to ensure timely resolution of production issues.
• Partner closely with Engineering, Product, Infrastructure, Security, and Operations teams to drive root cause analysis and permanent fixes.
• Establish and track key operational metrics such as SLA/SLO adherence, MTTR, incident trends, and customer satisfaction.
• Drive standardization, automation, and process improvements to improve support efficiency and service quality.
• Lead post incident reviews and ensure corrective and preventive actions are identified and executed.
• Ensure compliance with organizational, regulatory, and security standards relevant to healthcare systems.
• Support on call rotations and production readiness activities, including release validation and go live support.
• Foster a culture of accountability, collaboration, continuous learning, and customer obsession within the support organization.
• Design, develop, and deploy AI-powered solutions using no-code, low-code, and advanced platforms, translating business needs into scalable applications that enhance products, workflows and decision-making.

What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:

• High School Diploma/GED (or higher)
• 8+ years of experience in technical support, production operations, or application support, including at least 3+ years in a formal people management role
• 5+ years of hands-on experience supporting enterprise application architectures, including APIs, databases, and distributed systems
• 5+ years of experience conducting root cause analysis and driving permanent corrective actions across multiple teams
• Advanced level of written and verbal communication skills, with 5+ years of experience in engaging both technical and non-technical stakeholders
• 3+ years of experience executing incidents, problems, and changing management processes aligned with ITIL or equivalent frameworks
• 3+ years leading L2/L3 support teams in fast paced, mission critical production environments, including on call and escalation ownership
• 3+ years of experience leading teams through high severity incidents, outages, and escalations

Preferred Qualification:

• 3+ years of direct experience supporting cloud-based platforms (AWS and/or Azure) in high-availability production environments
• Demonstrated ownership mindset with 3+ years of accountability for production stability and service outcomes
• 3+ years of experience as a customer-focused leader fostering collaboration and continuous improvement
• Proven ability to rapidly learn complex systems, with successful onboarding to new platforms within 6-12 months

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 to $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment
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