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Manager, USC Help Desk Operations - Plymouth, MN

UnitedHealth Group

Plymouth, MN
Job Code:
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Job Details

Manager, USC Help Desk Operations - Plymouth, MN(Job Number:702426)

UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)


We are currently seeking a Manager who will be responsible and accountable to the Technology Support Center -help desk / service desk functional operations and teams providing level-1 support services to UHG employees and contractors.  IT manages operational and directional aspects of large, multi-function and multi-location onshore call centers.  The new hire will provide day to day leadership to execute and deliver efficient and high quality services to the UHG user community.  In this role you will work closely with 3 other operations managers, peer-level managers, operational supervisor leadership, the analyst workforce; plus workforce mgmt., training, Incident Management and the Tools & Reporting team.


The onshore locations are currently in Plymouth Minnesota, Windsor Connecticut, Warwick Rhode Island as well as satellite sites in Baltimore, Orlando, and Nashville. There are approximately 450 help desk team members across the domestic help desk locations and 150 Offshore.


Primary Responsibilities:

  • Ensure all support functions are performed and delivered effectively and consistently based on USC standards
    • Level 1, 1.5 technical support
    • Service Requests
    • Request for Information
    • Escalations
  • Responsible for the day to day operational  aspects of the USC function (team / locations specific)
    • Staff readiness to support users
    • Teams meet USC goals and targets (balanced scorecard)
      • Call Handle Time
      • First Contact Restoration
      • Quality Assurance
      • Schedule Adherence / Conformance
    • Workforce Management
    • Recruiting
    • Training
    • Business and Support Team Escalations 
  • Provide strong team leadership and direction to the USC analysts & supervisors
    • Team Meetings
    • Effective Communication
  • Build and maintain strong partnership with other USC operations and  locations
  • Ensure Service Levels and goals are met by locations in area of responsibility:
    • 60  second ASA, 80% of the time
    • Handle Time
    • Quality Assurance
    • Schedule Adherence
  • Manage Team Function and Performance.  Ensure:
    • Strong organizational leadership
    • Team stability
    • Strong group performance
    • Team dynamic related to peer groups and other USC functions
    • Career planning and discussions
    • Ensure teams are adhering to workforce management guideline related to schedule adherence, shifts, vacation planning, etc.
    • Shift planning  and execution
  • Represent USC operations and interests at business/segment meetings
  • Ensure all team members are adequately trained and understand individual, department and USC-wide goals, process/procedures and vision.  Ensure they understand the corporate and IT visions as well.
  • Provide:
    • Coaching  / Performance Management
    • Disciplinary / Performance Improvements / Corrective Action
    • Annual Performance Evaluation / Reviews
    • Salary / Promotional Recommendations
  • Create and maintain team dynamic within the USC environment

Job Technology Support
Primary Location US-MN-Plymouth
Other Location 
Organization End User Technology Services
Schedule Full-time
Number of Openings 2
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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