Manager Tech Support; Hybrid, in PST

Position: Manager Tech Support (Hybrid, in PST)
Job d:

Location:

Eugene, Oregon, United States Salary: $91,700 - $163,700/year

Job Area:
Technology Company:
United Health Group 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 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…