Manager, Technical Support

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is responsible for the daily and long-term strategic management of technology related to end user hardware within the organization throughout its asset lifecycle. This includes planning, forecasting, procurement, configuration, imaging, deployment, record tracking, monitoring, maintenance, recovery and disposal to ensure compliance with company and with vendor contracts.

Primary Responsibilities

• Effectively creates and manages hardware forecast based on business demand
• Supervise and manage team members for hardware asset at end-to-end throughout its asset lifecycle processes
• Act as the 1st level escalation point of contact for IT Hardware related issues and help align multiple groups around a single objective for resolution
• Conduct audits for all hardware systems if team members meet the SLA of our internal tools such as Service now
• Conduct Inventory Tool audit and ensure team members updates asset inventory with correct lifecycle status
• Conduct Half Yearly IT Asset Registry vs Finance Asset Registry Reconciliation
• Propose and take the lead to implement any project initiative or automation that may have cost savings or cost avoidance or for process improvement
• Overall disposal in charge of IT hardware assets including securing pre-approval from leaders
• Ensure monthly Management Business Objectives (MBO) targets are met
• Provides support for customer inquiries and issues in a manner that sustains confidence and positive outcomes
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
  
  

Required Qualifications

• 5+ years Supervisory experience in Hardware Asset Management
• Knowledgeable and have experience of ServiceNow or any IT ticketing tool
• Knowledgeable and have experience of MECM (Microsoft Endpoint Configuration Manager)
• Intermediate or Advanced skills in Excel
• Basic experience with MS Office 365
  
  

Preferred Qualifications

• Experience in the healthcare industry
• Experience using ITSM platforms such as ServiceNow
  
  

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.