Service Desk Manager - Remote

Opportunities with ProHealth Care, part of the Optum family of businesses. ProHealth Care is proud to be a leader in health care services, serving Waukesha County and the surrounding areas for more than a century. Explore opportunities across the full spectrum of care as you help us improve the well-being of the community with your skills, compassion and innovation. Be part of a collaborative environment that strives for excellence, nurtures respect and ensures high-quality care delivery to our patients. Join us in making an impact and discover the meaning behind Caring. Connecting. Growing together.

OptumInsight provides analytics, research, consulting, technology and managed services solutions to hospitals, physicians, health plans, government agencies, life science companies and other industry partners. In addition to our many commercial clients, OptumInsight capabilities and technologies are leveraged by OptumHealth, OptumRx and our sister company UnitedHealthcare.

If you are able to 25% travel to Wisconsin, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• The Service Desk Manager is single point of contact for all client specific Service Desk discovery, transition, and enhancement requirements
• Accurately, quickly, and efficiently work with client partners to enhance service offering
• Act as the Service Desk expert, answering business and outside partner questions and pursuing/following up with answers when they cannot be initially provided
• Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers.
• Stays up to date with IT technology issues, trends and developments and communicates back to management and departments both issues and opportunities, and assists in developing and improving procedures, standards, and best practices
• Mentor others in areas of expertise, including current technologies, systems, business practices, and standards
• Demonstrated ability to work effectively with business clients, IT management and staff
• Ability to own deliverables from beginning to end with little direct supervision
• Work with geographically distributed teams, with ample opportunity to learn from and mentor teammates in a fast-paced environment
• Play a key role in the future of Service Desk products by working closely with product management and other stakeholders to aid solution development
• Leverage the latest technologies to solve complex problems facing the health care industry
• Provide feedback on technical documentation for publication

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 relevant Service Desk or IT professional work experience
• 5+ years of experience delivering IT Support services to external clients against the committed service quality and SLAs
• 5+ years of Service Desk experience and relevant duties
• Experience maturing and enhancing Service Desk support

Preferred Qualifications:

• Experience with large product integrations and performance enhancements
• Experience working with senior leaders and commercial clients in a clinical/hospital environment
• Understanding of Incident, Problem, and Change Management and/or ITIL Framework - (ITIL certification a plus)
• Proven ability to communicate effectively with non-technical users who are directly responsible for patient care
• Proven ability to manage multiple high-priority tasks with tact and professionalism
• Proven ability to communicate effectively, regardless of the audience or multiple competing priorities
• Proven solid verbal and written communications skills

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.

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.