Manager Tech Support (Hybrid, in PST)
About The Position
As a Manager of Technical Support within Optum Technology, you will lead Care Field Services operations supporting Oregon Medical Group clinical locations, providers, practice managers, and care delivery teams. You will oversee daily field support activities, manage technicians and other support resources, coordinate escalations, maintain service quality, and ensure technology issues are resolved with minimal disruption to patient care. You will partner with clinical leadership, business stakeholders, technology teams, vendors, Real Estate, and merger and acquisition teams to deliver reliable, secure, and efficient technology services. The role translates operational needs into scalable support practices, oversees technology deployments, drives continuous improvement, and ensures support operations align with organizational service objectives. The position allows telecommuting from anywhere within the U.S.; all telecommuters must adhere to UnitedHealth Group’s Telecommuter Policy.
Requirements
- At least 3 years of experience in technical support, IT field services, or IT infrastructure operations.
- At least 1 year of experience leading, managing, or supervising technical support teams or technical staff.
- At least 1 year of experience with IT Service Management (ITSM) frameworks and tools, such as ServiceNow.
- Demonstrated experience managing incident escalations and operational SLAs within enterprise IT environments.
Nice To Haves
- Bachelor’s degree or at least 4 years of equivalent technology support experience.
- Proven experience managing remote or geographically distributed technical support teams.
- Strong analytical, communication, and cross-functional leadership skills within healthcare or enterprise technology settings.
- Experience using enterprise-approved AI tools to optimize daily workflows and task automation.
Responsibilities
- Lead, coach, and develop field support technicians and technical support professionals through one-on-one meetings, performance management, mentoring, and career development planning.
- Provide day-to-day operational leadership for field support across clinical and administrative locations, ensuring timely resolution of incidents, requests, and escalations affecting patient care and business operations.
- Manage technician workload balancing, scheduling, prioritization, and resource allocation to ensure coverage across supported facilities and business units.
- Serve as the primary escalation point for high-priority incidents, recurring issues, and service disruptions, coordinating resolution among support teams, engineering teams, vendors, and business stakeholders.
- Build relationships with providers, clinic leadership, practice managers, and operational partners to understand business needs and support care delivery objectives.
- Monitor support performance using service level agreements, operational metrics, key performance indicators, customer satisfaction results, and trend analysis.
- Lead site technology support activities, including workstation deployments, hardware lifecycle management, mobile device and printer support, audiovisual technologies, network troubleshooting coordination, and clinical technology implementations.
- Partner with project teams on technology deployments, office relocations, clinic expansions, infrastructure upgrades, acquisition integrations, and other organizational initiatives.
- Improve operations through process standardization, documentation improvements, knowledge management, and adoption of enterprise best practices.
- Use enterprise-approved automation, AI, and productivity tools to improve operational efficiency, team productivity, and reduce repetitive manual tasks.
- Review incident trends, problem management opportunities, and recurring service issues to identify root causes and implement sustainable corrective actions.
- Ensure compliance with enterprise technology standards, information security requirements, audit controls, asset management processes, and healthcare regulatory guidelines.
- Collaborate with Real Estate, Facilities, Telephony, Network, Infrastructure, Security, and Application Support teams to coordinate technology readiness for business initiatives and clinical operations.
- Support business continuity and operational readiness through outage management, recovery activities, contingency planning, and critical incident response coordination.
- Prepare and present operational updates, service health reports, project status updates, and escalation summaries to technology and business leadership.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs, subject to eligibility requirements.
- Equity stock purchase, subject to eligibility requirements.
- 401(k) contribution, subject to eligibility requirements.
- Career development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
