Senior Manager Tech Support

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
As a Senior Manager for Specialty Support, you will lead a dynamic team focused on providing on-demand technical expertise and assist in issue resolution for various care delivery functions and locations throughout the United States. You will need to drive strategic priorities and champion organizational process, procedures, and user experience. Passion for serving others and enabling the delivery of patient care will serve you well as you identify and drive improvements, partner with leadership on high visibility issues and escalations, and influence support operations.

Primary Responsibilities:

• Manages a team of Leaders and/or Analysts who provide remote technical support
• Provides leadership and is accountable for the performance of the team
• Hires, trains, and develops leaders and analysts
• Develops strategies, plans, and priorities for the team tied to organizational goals
• Develops solid relationships across IT and the broader organization
• Works within and beyond team to ensure user technology needs are being addressed in a timely manner with minimal delay
• Provides escalated support through problem solving, listening, and having a high level of customer service
• Deploys strategies to maximize uptime and minimize downtime
• Provides timely business communication to key stakeholders
• Reviews process, performance, activities, roles, and responsibilities with a focus on continuous process improvement
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

• BS/BA or equivalent experience
• 5+ years relevant work experience
• 5+ years supervisory experience
• Customer service or relationship management experience
• Proven experience contributing and aligning to a vision and translating that into practical action steps that create results
• Proven experience leveraging performance metric data to drive improvement activities
• Advanced communication, presentation, and relationship management skills with the demonstrated ability to influence team members, peers, customers, and stakeholders
• Demonstrated ability to think beyond own function or territorial boundaries and experience aligning decisions within the needs and goals of an entire organization
• Ability to be a champion for change and continuous improvement
  Self-motivated and able to work with little direct supervision and drive results with disciplined follow-through