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.

Leadership & Team Management Lead and mentor a team of Service Desk analysts and Supervisors handling Level 1 and Level 2 support Set clear performance goals through balance scorecard, conduct regular performance evaluations though check-ins and year-end reviews Develop a career progression plan for team members Conduct and participate in employee engagement activities (team events, skip level sessions, etc.) Develops and executes strategies, clear documentation and communication of trends regarding team members, processes, issues, etc. Foster a culture of accountability, collaboration, results-driven and continuous improvement Service Delivery & Operations Oversee day-to-day activities of Service Desk delivery which include incident and service request resolution in accordance with SLA's and industry standards, monitor reports, workload distribution and overall performance of Core Operations Oversee resource scheduling, forecasting and coverage for 24/7 or business-hours support models Utilization and maintenance of policies, procedures and playbooks Works on repetitive/recurring tasks daily with defined daily, weekly or monthly measurable and quantifiable outputs Process & Quality Management Develop, implement, and optimize ITIL-based processes (incident, request fulfillment, problem management) Utilize root cause analysis methodologies for recurring issues and drive corrective actions Collaboration & Stakeholder Engagement Prepares executive level presentation, case studies, root cause analysis Initiate Continuous Service Improvement activities among leaders, support teams, project team and execute according to timelines Technology & Tools Stay current on technology trends and automation. Evaluate and recommend new technologies to enhance support capabilities and user experience Manage and optimize Service Desk tools (ticketing system, telephony, remote support tools, monitoring and reporting) Active support, participation and drive projects, including creation and testing of business cases and roadmaps for technology needs and innovation (ServiceNow, OMNI, AI, etc.) Support and engagement during roll out of new applications, technologies, tools, and processes Compliance & Security Ensure adherence to company policies, data protection regulations and security protocols Support audits and compliance initiatives related to IT service delivery 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 regards 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 Required Qualifications:

Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or related field 5+ years of experience in IT Support (Helpdesk, Service Desk), Level 1 and Level 2 teams 5+ years of experience in managing team/multiple teams 2+ years of experience in managing improvement projects Experience in managing OMNI channel (Voice,