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IT Manager, Desktop Support- San Antonio, TX

UnitedHealth Group


Location:
San Antonio, TX
Date:
03/24/2017
Job Code:
1706497
Apply on the Company Site
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Job Details


IT Manager, Desktop Support- San Antonio, TX(Job Number:695352)
Description

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)

 

The Desktop Support Manager is responsible for managing the day to day activities of Desktop support and Desktop engineering teams.  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 thin client devices and Virtual Desktops. 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.

 

Essential job functions include:

  • Manage staff, including motivation, hiring, reviews, training needs and overall performance Ensure IT compliance which meets 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 Incident, Request, Change and Problem tickets and tasks
  • Provide ‘High Touch Support’
  • Establish close working relationships with the other departments and service providers and develop proactive business partnerships with service recipients
  • Provide an out-of-hours escalation path for technicians and customers outside of normal office     hours and organize backups for colleagues who are unable to fulfill their duties in an out-of-hours environment
  • Promote a Knowledge Centered Support (KCS) approach and ensure knowledge content is created and maintained for both internal support and end users
  • Manage SLA and KPI based support processes
  • Meet SLA expectations and promote a culture of continual service improvement
  • Manage communication with stakeholders regarding service provision and outages
  • Manage a team of individuals and will include performance, conflict, and change management
  • Responsible for the regular reporting of Desktop Support  SLA, KPIs, and associated metrics

Job IT General Management
Primary Location US-TX-San Antonio
Other Location 
Organization M&A Infrastructure Integration
Schedule Full-time
Number of Openings 1
Apply on the Company Site

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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