Manager of Regional Desktop Support - Telecommute in San Antonio or Dallas, TX

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM


Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

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 is 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 is no room for error. Join us and start doing your life's best work.(sm)

The Desktop Services Regional Manager is responsible for managing the day to day activities of Desktop support. This position will help develop and sustain the desktop support function, leading a team of IT support technicians that support Microsoft Desktop Operating systems running on PCs, Laptops and Tablets. Applications range from the usual Microsoft Office applications to unique systems made to support our specific business needs.

This position requires previous leadership experience, and ability to demonstrate technical proficiency and ability in all aspects of IT systems. This position will meet strict SLAs and KPIs, which will require flexibility, proactive solutions and ability to thrive in a fast-paced environment, ensuring that resources are managed to meet challenging business goals and objectives while remaining sensitive to employee needs, team dynamics, customers, vendors and internal stakeholders.

If you are located in San Antonio or Dallas, you will have the flexibility to telecommute* (combined with 2-3 days a week in the office) as you take on some tough challenges.

Primary Responsibilities:
  • 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
  • Responsible for the installation, and configuration of software products across installed hardware platforms
  • Troubleshoot product and environment issues
  • Manage 'White Glove Services'
  • 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
  • Responsible for the regular reporting of Desktop Support SLA, KPIs, and associated metrics

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:
  • Bachelor's degree or 4 additional years of experience in lieu of a degree
  • 4+ years of management experience with HR accountabilities
  • 4+ years of 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
  • Outstanding interpersonal relationship building, employee coaching, and development skills

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

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)

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

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: desktop, manage, Microsoft, Excel, PowerPoint, San Antonio, Dallas, TX, Texas