Manager Tech Support (Hybrid, in PST)

UnitedHealth Group; Eugene (OR); Remote; USD 92,000 - 164,000; Full time

Benefits offered by this job

Telecommuter Policy

Benefits package

401k

Job summary

UnitedHealth Group is seeking a Manager of Technical Support to lead Care Field Services operations across Oregon Medical Group locations. This role oversees a team of technicians, coordinates escalations, and ensures timely problem resolution to protect patient care and business operations.

You will partner with clinical leadership and vendors to deploy reliable, secure technology services, drive continuous improvement, and align support with enterprise objectives.

Qualifications

• 3+ years of experience in technical support, IT field services, or IT infrastructure operations.
• 1+ years of experience leading, managing, or supervising technical support teams or technical staff.
• 1 year experience with IT Service Management (ITSM) frameworks and tools (e.g., ServiceNow).
• Demonstrated experience managing incident escalations and operational SLAs within enterprise IT environments.

Responsibilities

• Lead, coach, and develop a team of field support technicians and technical support professionals.
• Provide day to day operational leadership for field support activities across clinical and administrative locations.
• Oversee technician workload balancing, scheduling, prioritization, and resource allocation.
• Serve as the primary escalation point for high priority incidents and service disruptions, coordinating resolution efforts.

Skills

Technical support

IT field services

IT infrastructure

Team leadership

Education

Bachelor's degree

Tools

ServiceNow

Job description

Our Company

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, and data they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Position Summary

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. This role is responsible for overseeing daily field support activities, managing a team of technicians and support resources, coordinating escalations, maintaining service quality, and ensuring technology issues are resolved with minimal disruption to patient care.

You will serve as a key operational leader, partnering with clinical leadership, business stakeholders, technology teams, vendors, real estate, and merger and acquisition teams to deliver reliable, secure, and efficient technology services. The Manager of Technical Support translates operational needs into scalable support practices, oversees technology deployments, drives continuous improvement initiatives, and ensures support operations align with organizational service objectives.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities

• Lead, coach, and develop a team of field support technicians and technical support professionals through regular one on one meetings, performance management, mentoring, and career development planning
• Provide day to day operational leadership for field support activities across clinical and administrative locations, ensuring timely resolution of incidents, requests, and escalations impacting patient care and business operations
• Oversee technician workload balancing, scheduling, prioritization, and resource allocation to ensure appropriate coverage across supported facilities and business units
• Serve as the primary escalation point for high priority incidents, recurring issues, and service disruptions, coordinating resolution efforts between support teams, engineering teams, vendors, and business stakeholders
• Build and maintain strong relationships with providers, clinic leadership, practice managers, and operational partners to understand business needs and ensure technology services support care delivery objectives
• Monitor and manage support performance through established service level agreements (SLAs), operational metrics, key performance indicators (KPIs), customer satisfaction results, and trend analysis
• Lead site technology support activities including workstation deployments, hardware lifecycle management, mobile device support, printer support, audiovisual technologies, network troubleshooting coordination, and clinical technology implementations
• Partner with project teams to support technology deployments, office relocations, clinic expansions, infrastructure upgrades, acquisition integrations, and other organizational initiatives
• Drive operational excellence through process standardization, documentation improvements, knowledge management, and adoption of enterprise best practices
• Utilize enterprise approved automation, AI, and productivity tools to improve operational efficiency, enhance team productivity, and reduce repetitive manual tasks
• Conduct regular reviews of 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 regulatory guidelines applicable to healthcare environments
• 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 efforts by participating in outage management, recovery activities, contingency planning, and critical incident response coordination
• Prepare and present operational updates, service health reporting, project status updates, and escalation summaries to technology and business leadership

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications

• 3+ years of experience in technical support, IT field services, or IT infrastructure operations
• 1+ years of experience leading, managing, or supervising technical support teams or technical staff
• 1 year experience with IT Service Management (ITSM) frameworks and tools (e.g., ServiceNow)
• Demonstrated experience managing incident escalations and operational SLAs within enterprise IT environments

Preferred Qualifications

• Bachelor's degree or 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 utilizing enterprise-approved AI tools to optimize daily workflows and task automation

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 to $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.