The
Field Service Manager is single point of contact for all client specific Desktop Services' discovery, transition, and enhancement requirements. Will act as a Field Service expert, answering business and outside partner questions and pursuing/following up with answers when they cannot be initially provided and effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers.
Primary Responsibilities:- Accurately, quickly, and efficiently work with client partners to enhance service offering
- Stays up to date with IT technology issues, trends and developments and communicates back to management and departments both issues and opportunities, and assists in developing and improving procedures, standards, and best practices
- Mentor others in areas of expertise, including current technologies, systems, business practices, and standards
- Demonstrated ability to work effectively with business clients, IT management and staff
- Ability to own deliverables and projects from beginning to end with little direct supervision
- Work with distributed team, with ample opportunities to learn from and mentor teammates in a fast-paced environment
- Scope project requirements and resource hours
- Play a key role in the future of Field Service Products by working closely with product management and other stakeholders to aid solution development
- Leverage the latest technologies to solve complex problems facing the health care industry
- Provide feedback on technical documentation for publication
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- Technical degree or equivalent experience
- 8+ years of relevant professional work experience
- 6+ years of experience delivering Desktop Support services against the committed service quality and SLAs
- 5+ years of Desktop Support experience and relevant duties
- Experience maturing and enhancing Desktop support
- Experience implementing and supporting projects and the pool of hours approved
- Experience implementing and managing hardware procurement
- Understanding of Incident, Problem, and Change Management and/or ITIL Framework - (ITIL certification a plus)
- Demonstrated solid verbal and written communications skills
- Demonstrated ability to manage multiple high-priority tasks with tact and professionalism
- Demonstrated ability to communicate effectively, regardless of the audience or multiple competing priorities
- Ability to work onsite in Walnut Creek, CA 5 days per week
Preferred Qualifications:- Experience with large product integrations and performance enhancements
- Experience working with senior leaders and commercial clients in a clinical/hospital environment
- Proven excellent customer service skills
- Proven self-directed/self-motivated individual
*All employees working remotely 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 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
