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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager Tech Support (Hybrid, in PST) - **Company:** Optum, Inc - **Location:** Eugene, OR, United States (Remote available) - **Salary:** $91,700.0 - $163,700.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Cyber Security, Knowledge Management, Network Troubleshooting, Productivity Software, Enterprise Software Applications, Information Technology, Servicenow - **Published:** October 15, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2c2a8834739b844f ## About the Role * 3+ years of experience in technical support, IT field services, or IT infrastructure operations * 1+ years of experience leading, managing, or supervising technical support teams or technical staff * 1 year experience with IT Service Management (ITSM) frameworks and tools (e.g., ServiceNow) * Demonstrated experience managing incident escalations and operational SLAs within enterprise IT environments, * Bachelor's degree or 4+ years of equivalent technology support experience * Proven experience managing remote or geographically distributed technical support teams * Strong analytical, communication, and cross-functional leadership skills within healthcare or enterprise technology settings * Experience utilizing enterprise-approved AI tools to optimize daily workflows and task automation * All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. ## Description 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., * 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 management, recovery activities, contingency planning, and critical incident response coordination * Prepare and present operational updates, service health reporting, project status updates, and escalation summaries to technology and business leadership You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.