Associate Technical Support Manager - global service desk, people leadership

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. IT Service Desk is responsible for leading a team of Service Desk Analysts to deliver exceptional customer support while meeting operational and business objectives. This role focuses on people leadership, performance management, operational excellence, stakeholder collaboration, and continuous process improvement. The Associate Manager ensures that analysts provide timely, high-quality support to end users while maintaining key performance indicators such as CSAT, FCR, Quality, Productivity, and Adherence. Primary Responsibilities: Manage and lead a team of IT Service Desk Analysts supporting end users through inbound calls and other support channelsEnsure the team consistently meets service level agreements (SLAs) and operational targetsProvide day-to-day support, guidance, and coaching to team membersConduct monthly one-on-one performance reviews with team membersFacilitate quarterly check-ins focused on employee development, career progression, and goal settingAnalyze key performance metrics and provide actionable feedbackIdentify performance outliers through regular metric reviewsDevelop coaching and action plans to improve underperforming metricsPartner closely with cross-functional teams including:Quality Assurance (QA)Learning & Development (L&D)Workforce Management (WFM)Reporting & Analytics TeamLead and support initiatives focused on service delivery improvementsIdentify automation opportunities and best practices to enhance customer experienceDrive continuous improvement initiatives using data-driven insightsComply 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 regard 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 soRequired Qualifications: Bachelor's degree in computer science, information technology, or a related fieldExcellent analytical and troubleshooting skills. 10 + years of experience is must. 8 years into people manager role. Should have voice support and Non voice support experienceAbility to build, develop, direct, and manage a group of people. Possess solid People management skills, research, analytical, qualitative & Operations management skillsAbility to support Business that runs 24/7 and provide solutions to user's pain pointsAbility to handle complex and ambiguous scenarios. Both process and people relatedAbility to organize, prioritize and schedule work assignments. Possess a solid follow up mechanismAbility to make administrative and procedural decisions. Possess solid administrative skillsBAU (business as usual) / Operations Management Skills to run day-to-day operations on the shop floorOrganizing skills and Team Building skills. Very solid in interpersonal and communication skills (both oral and written)Conflict Management Skills - Good at handling tough conversationsDecision making skills - Ability to take tough decisions and handle tough conversations. Excellent Communication and Presentation SkillsDrive, educate and instill discipline at all levels in the project and peopleAdvanced experience with a wide variety of computer applications including MS - office applications like MS Excel, MS word, Power point etc., 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. .