About UHG

Careers at UnitedHealth Group


We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Information Technology



Approximate Salary:

Not Specified

Position Type:

Full Time

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Help Desk Manager - San Antonio, TX

UHG - San Antonio, Texas

Posted: 12/2/2018

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

  • 3+ years as an IT Help Desk/Service Desk Manager

  • ITIL Foundation Certified (V2 or higher)

  • Demonstrated understanding and application of ITIL framework and data driven analysis

  • Ability to travel 10%

  • Must be able to work in San Antonio office, relocation will not be offered

Preferred Qualifications:

  • Help Desk Manager Certification

  • 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.



Job Keywords: Help Desk Manager, San Antonio, TX, Texas


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