Manager Tech Support

Company Description Optum, part of UnitedHealth Group (NYSE: UNH), is dedicated to evolving health care so more people can live their healthiest lives. The organization focuses on making health and well-being easier and more affordable to manage, placing individual needs at the center of its services. Optum delivers the right care when and how it is needed, supports smarter and healthier choices, and simplifies prescription services while helping people save money. Team members contribute to building a health care experience that reflects what care should be—accessible, supportive, and coordinated—working together for better health.
Role Description The Manager Tech Support will lead an on-site technical support team based in Hyderabad in a full-time capacity. This role oversees day-to-day operations of the support function, including monitoring ticket queues, prioritizing incidents, and ensuring timely resolution of technical issues for internal and external customers. The manager will coach and mentor team members, implement support best practices, and coordinate with cross-functional teams to resolve complex problems. Responsibilities include tracking performance metrics, driving continuous improvement in customer satisfaction, and preparing reports on service levels and trends. The role also involves aligning support processes with organizational goals, contributing to knowledge base development, and maintaining strong communication with stakeholders.
Qualifications
Strong customer-facing skills, including Customer Service and Customer Support, with a focus on building trust and long-term relationships.
Proficiency in Technical Support and Troubleshooting to diagnose, prioritize, and resolve complex technical issues.
Demonstrated ability to drive Customer Satisfaction through clear communication, follow-through, and service quality improvements.
Experience managing or leading a technical support team in an on-site environment, preferably within healthcare or technology domains.
Solid understanding of IT systems, support tools, ticketing platforms, and incident management processes.
Strong analytical and reporting skills to monitor KPIs, identify patterns, and recommend process enhancements.
Excellent written and verbal communication skills in English and the ability to collaborate with cross-functional teams.
Bachelor’s degree in information technology, computer science, engineering, or a related field; equivalent work experience may be considered.
Ability to work on-site in Hyderabad and manage a fast-paced, customer-centric support environment.

Work arrangement
No