Associate Technical Support Manager - Service Desk, ITSM

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.**

IT Service Desk is responsible for leading a team of Service Desk Analysts to deliver exceptional customer support while meeting operational and business objectives. This role focuses on people leadership, performance management, operational excellence, stakeholder collaboration, and continuous process improvement. The Associate Manager ensures that analysts provide timely, high\-quality support to end users while maintaining key performance indicators such as CSAT, FCR, Quality, Productivity, and Adherence.

• *Primary Responsibilities:**

• Manage and lead a team of IT Service Desk Analysts supporting end users through inbound calls and other support channels
• Ensure the team consistently meets service level agreements (SLAs) and operational targets
• Provide day\-to\-day support, guidance, and coaching to team members
• Conduct monthly one\-on\-one performance reviews with team members
• Facilitate quarterly check\-ins focused on employee development, career progression, and goal setting
• Analyze key performance metrics and provide actionable feedback
• Identify performance outliers through regular metric reviews
• Develop coaching and action plans to improve underperforming metrics
• Partner closely with cross\-functional teams including:

+ Quality Assurance (QA)

+ Learning \& Development (L\&D)

+ Workforce Management (WFM)

+ Reporting \& Analytics Team

• Lead and support initiatives focused on service delivery improvements
• Identify automation opportunities and best practices to enhance customer experience
• Drive continuous improvement initiatives using data\-driven insights
• 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

• *Required Qualifications:**

• Bachelor's degree in computer science, information technology, or a related field
• Excellent analytical and troubleshooting skills. 10 \+ years of experience is must. 8 years into people manager role. Should have voice support and Non voice support experience
• Ability to build, develop, direct, and manage a group of people. Possess solid People management skills, research, analytical, qualitative \& Operations management skills
• Ability to support Business that runs 24/7 and provide solutions to user's pain points
• Ability to handle complex and ambiguous scenarios. Both process and people related
• Ability to organize, prioritize and schedule work assignments. Possess a solid follow up mechanism
• Ability to make administrative and procedural decisions. Possess solid administrative skills
• BAU (business as usual) / Operations Management Skills to run day\-to\-day operations on the shop floor
• Organizing skills and Team Building skills. Very solid in interpersonal and communication skills (both oral and written)
• Conflict Management Skills \- Good at handling tough conversations
• Decision making skills \- Ability to take tough decisions and handle tough conversations. Excellent Communication and Presentation Skills
• Drive, educate and instill discipline at all levels in the project and people
• Advanced experience with a wide variety of computer applications including MS \- office applications like MS Excel, MS word, Power point etc.,

• At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone \- of every race, gender, sexuality, age, location and income \- deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes \- an enterprise priority reflected in our mission.*