Manager, Technical Support - San Antonio, TX

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

• Manage staff, including motivation, hiring, reviews, training needs and overall performance
• Ensure IT compliance, meeting security and/or other regulatory standards and practices
• Effective presentation skills and ability to convey complex processes clearly and concisely
• Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
• Promote a professional environment at all times and provide a point of escalation of staff, customers and internal teams with the area of accountability
• Installation, and configuration of software products across installed hardware platforms
• Troubleshoot product and environment issues
• Manage 'White Glove Services' for VIP users including Providers
• Establish close working relationships with the other departments and service providers and develop proactive business partnerships with service recipients
• Manage SLA and KPI based support processes
• Meet SLA expectations and promote a culture of continual service improvement
• Manage a geographically separated team of individuals and will include performance, conflict, and change management
• Regular reporting of Desktop Support SLA, KPIs, and associated metrics

• CompTIA Certification and/or College Degree in computer field
• 4+ years management experience with HR accountabilities including employee coaching and development
• 4+ years desktop knowledge and experience
• Extensive experience with Microsoft Windows environment & Office 365
• "Extensive" data presentation experience with Excel and Power Point (metrics/KPIs)
• Knowledge of enterprise laptop and desktop hardware
• Full COVID-19 vaccination is an essential requirement of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance

• ITIL certification experience
• A+ certification
• 4+ years of masterfully managing VIP customers
• Experience in Process improvement, ideally Lean and Six Sigma methods
• Experience managing remote resources
• Experience with endpoint hardware imaging
• Project Management experience
• Warranty Repair Services and Contract experience
• HealthCare experience
• Management experience in a team-oriented workplace
• Demonstrated knowledge of basic economics, budgeting, and accounting principles and practices
• Demonstrated ability to lead and develop a department larger than 15 staff
• Demonstrated ability to serve as a knowledgeable resource to the organization's supervisory & management team that provides leadership and direction
• Ability to be on-call; if needed for escalation
• Better than average written and spoken communication skills
• Excellent organizational management skills