Tech Support Supervisor - San Juan, PR

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 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.

As a Tech Support Supervisor, you would work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels. Responsibilities may also include employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. The job requires the making of decisions on routine matters. Provides guidance for employee's development through mentoring and coaching. Participates in the implementation of tactical plans, follows up on assigned tasks, projects, or objectives to ensure that expectations are met. Responsible for providing excellent customer service and for related client satisfaction.

Primary Responsibilities:

• Interviewing, selecting, and training employees
• Preparing programs, assigning tasks, supervising workflow, reviewing expenses, and monitoring employees' daily performances and activities
• Supervising that the client's computers are delivered on time and in compliance with the quality of their configuration
• Supervising that the computers are updated, complying with the security updates established for each Operating System or applications
• Ensuring that the distribution of installation packages or updates is executed following the procedures
• Supervising the administration of the different platforms of our clients which are supported by the department
• Supervising technicians. Train and mentor employees on how to provide quality of service to our customer and achieve operational goals
• Coordinates and offers training for personnel, keeping them up to date regarding changes to rules and processes
• Sets priorities for the team to ensure task completion
• In conjunction with management, establishes specific department goals, develops and implements a tactical plan to support goal attainment relative to productivity, efficiencies, process improvement, quality and corporate metrics and goals
• Reviews and submits daily, weekly, monthly, and quarterly progress reports for departmental metrics and indicators
• Maintains professional service standards and good working relationships with employees, service providers and members
• Actively support those measures that facilitate the achievement of corporate and departmental objectives

ENGLISH PROFICIENT ASSESSMENT WILL BE REQUIRED AFTER APPLICATION

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:

• Bachelor's degree or equivalent work experience
• 5+ years of experience with PC operating systems including Windows 7 and 10
• 5+ years of experience in a customer service role
• 5+ years of technology support experience
• 2+ years of experience in a Leadership role
• Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
• Experience working with VMware Horizon (VDI)
• Experience with MS Office (including Word, Excel and PowerPoint)
• Bilingual proficiency both in Spanish and English

Preferred Qualifications:

• Master's degree or higher level of education
• Information Technology certifications
• Microsoft Certified Systems Engineer (MCSE)
• Computing Technology Industry Association A+ Certification
• Certified Information Systems Security Professional (CISSP)

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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