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Job Details

Sr Manager Technical Support


Technical Support


Seattle, Washington, United States

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 your life's best work.(sm)

Primary Responsibilities:

  • Independently and collaboratively perform deep dive analysis of moderate to complex technical issues effectively to provide resolutions in a timely manner
  • Lead small to large scale initiatives and identify improvements/opportunities for technology operations and improved service
  • Review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes
  • Anticipates customer needs and proactively develops solutions to meet them
  • Train and guide staff on hardware, software, and virtual desktop usage
  • Reviews work performed by others and provides recommendations for improvement
  • Collects and organizes information from various sources like computer data and ticket/metric histories
  • Conducts interviews with employees and managers
  • Identifies and solves problems for the technology infrastructure and support organization
  • Examines the data to figure out what is important to the problem and which methods are best to analyze it
  • Uses statistical methods to analyze information and develop solutions to business problems
  • Advise managers on findings and the various courses they can take to address the problem
  • Creates reports and presentations for leadership on findings and recommendations
  • Maintain accurate computer and peripheral equipment inventory documentation and diagrams
  • Participate in the planning, pilot, installation, implementation, and documentation of new or modified PC/LAN/AV related hardware, software, applications, or operating systems to meet client requirements
  • Analyze client needs and review technical alternatives to determine their impact on the client and systems environment
  • Develop knowledge of supported business applications and processes to assess the impact of technology events on the business and other support areas
  • Engage various teams of peer specialized support trouble-shooters to assess system health and issues
  • Present recommendations for resolving more complex situations
  • Provide information to functional colleagues, internal partners, and stakeholders
  • Develop knowledge and understanding of quality, service levels, security, governance, risk, and compliance requirements for supported areas and demonstrate adherence to documented policies

What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

  • Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
  • Medical Plan options along with participation in a Health Spending Account or a Health Saving account
  • Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
  • 401(k) Savings Plan, Employee Stock Purchase Plan
  • Education Reimbursement
  • Employee Discounts
  • Employee Assistance Program
  • Employee Referral Bonus Program
  • Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
  • More information can be downloaded at:

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 12+ years of experience in a technology role
  • 10+ years of IT experience
  • 5+ years of customer service/help desk experience
  • 3+ years of experience with managing technology help/service desk
  • 1+ years of experience with team leadership while influencing geographically disbursed teams and building trust-based relationships with all business and IT stakeholders
  • Full COVID-19 vaccination is an essential job function 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. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

  • Excellent communication skills, both written and verbal. Must be able to communicate technical components of initiatives to stakeholders
  • Must be adaptable and flexible to adapt to changing needs, processes and business priorities
  • Must demonstrate strong leadership presence and determination to move the projects and teams forward when faced with obstacles
  • Must be a self-starter on projects, creative and resourceful in overcoming project challenges and leading teams through obstacles

To protect the health and safety of our workforce, patients, and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state, and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity 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.