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 IT Service Desk Leader is responsible for defining the strategy and direction for 24/7 service desk support, which includes leadership of multi-location service desk teams, incident Management & Executive support functions. This individual will instill a culture of accountability, build relationships and implement an enterprise support model with standard operating procedures to ensure consistent delivery across all areas of support and tools. Leadership role, accountable for transforming the IT Service Desk to be face of IT for the employees of UnitedHealth Group (UHG), empowering the end users to be self-reliant with their IT needs.
Primary Responsibilities:

• Oversee 100% of the requests, incidents, changes and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents
• Develop and mature phone/ticket escalation processes and system
• Analyze performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues
• Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage incidents and requests queue
• Ensure the service desk provides and delivers high levels of support by providing trends, reports and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement
• Manage performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition
• Identify, recommend, develop and implement programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management
• Work with our global IT management teams to ensure NPS is obtained at the highest level in all geographical locations
• Develop and execute a strategy capable of changing a reactive organization to being proactive and highly efficient
• Influence team members, peers, customers and stakeholders

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:

• 7+ years of professional experience in supporting / leading enterprise infrastructure or applications in a formal enterprise service desk environment or equivalent environment
• 5+ years of supervisory or management experience in a matrixed environment, preferably large teams (80+) with multiple locations
• 5+ years of experience with a Global service desk Environment
• Experience with Service Desk technologies / platforms - Eg: HP SM, BMC Remedy, ServiceNow; ACD Systems - Cisco, Avaya, Remote Management Tools - SCCM, Altiris, WebEx, etc.; Workforce Planning - IEX (NICE)
• Demonstrated ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture
• Excellent knowledge of ITIL frame works for Service Delivery and service support processes; Thorough understanding of ITIL-best practices and trends
• Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance

Preferred Qualifications:

• HDI certification
• ITIL v3.0 foundation certified
• Experience with supporting digital services and RPA / AI / ML initiatives

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
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.
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