Job Description

The IT Service Desk (ITSD) supports Optum and UnitedHealth Group. The ITSD team supports more than 250,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 185,000 contacts per month the ITSD offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.

We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work. ITSD's mission is to be the face of IT; a central point of contact for UnitedHealth Group businesses that provides high quality, innovative and cost-effective technical support.

The Senior Manager, Incident Management will be critical to running Incident Management capabilities across the UHG IT Service Desk Organization. We receive thousands of contacts per day and the ideal candidate is expected to guide this team through incident detection, deflection and escalation activities.

Primary Responsibilities:

* People Leadership/Operations:
* Lead, grow and supervise a diverse team of analysts with day-to-day activities of the Incident management functions in a 24x7x365 environment
* Conducts regular performance evaluation session with direct reports
* Conducts regular 1:1 / Status and Team meetings with direct reports
* Review payroll for accuracy and completeness
* Participates in Employee Engagement survey actions plans
* Act as the primary point of contact / liaison between various support teams working with the TCC and then coordinate efforts with Operations Managers / Directors, Supervisors, and associates
* Assist with coordination and management of TCC War Rooms
* Escalation of risks and issues to the appropriate teams and leadership
* Keeps informed of Operations updates that impact intraday management of accounts
* Ensures that Workforce Management, Service Desk Operations, and other Support groups are aligned with processes, policies, and procedures that may impact business
* Drives for the optimal conduct of Incident Management call center operations to meet service level agreements with Customers
* Responsible for processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Customers
* Strong background in managing escalation, client and user management for Service Desk Functions
* Experience with VIP users and High priority incidents of Infrastructure
* Experience in reviewing daily tickets and analyzing data as needed
* Strategy/Innovation:
* Develop a team roadmap and vision - focus on driving towards future needs/goals
* Build future-proof processes and automation to scale across teams and products
* Partner across Foundational Capabilities and Operations teams to implement cutting-edge tools, process and technology changes which drive efficiency and effectiveness
* Act as a leader with vision and remain up-to-date on industry standard methodologies
* Own and continue to evaluate processes / mechanisms globally, ensuring a flawless experience
* Provide input and directly own continuous service improvements to achieve better support for our customers
* Assists in driving Service Management best-practice and ITIL process standardization
* Takes an active role to improve NPS by thinking out of the box, and fostering a culture of innovation

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:

* 10+ years of experience in a leadership/direct management role
* 5+ years of prior experience working in a customer facing / operations environment
* 5+ years of prior experience leading / managing others with HR accountabilities
* 3+ years of Incident Management experience as a provider or business consumer
* Experience with analytics and standard contact center technology (IVR, PBX, IEX, CMS, etc)
* You will be asked to perform this role in an office setting, however, may be required to work from home temporarily due to space limitations.
* Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.

Preferred Qualifications:

* ITIL Foundations Certificate/Certification
* Knowledge of ServiceNow and/or other ITSM platforms
* Experience with various analytics/data analysis platforms
* Tangible experience of driving innovations to meet organizational demands/needs

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: Minnetonka, MN, Minnesota, Senior Manager, Incident Manager