Field Service Manager

Requisition number: 2382604

Job category: Technology

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.

The Allina Health Field Services Manager is responsible for leading the delivery of onsite IT support services across hospitals, clinics, and administrative locations while ensuring exceptional customer experience, operational excellence, and team performance. This role provides leadership to supervisors and field technicians, serves as the primary relationship manager for local business and clinical leaders, manages escalations, staffing, budgets, and service metrics, and drives accountability for SLA performance, device lifecycle management, endpoint support, and service quality. The manager is expected to develop high-performing teams, build solid stakeholder relationships, support enterprise technology initiatives such as M365, Intune, and workplace modernization programs, and continuously improve operations through standardization, automation, and process optimization while balancing customer satisfaction, financial stewardship, and transformational change.

The Allina Health Field Services Manager should possess solid leadership, operational, and customer relationship management experience within a large-scale healthcare or enterprise IT environment. Qualified candidates typically have experience leading supervisors and technical support teams across multiple locations, managing service delivery metrics, budgets, escalations, and operational performance. They should demonstrate a proven ability to build high-performing teams, influence executive and business stakeholders, drive accountability, and lead transformational initiatives involving endpoint management, collaboration technologies, workplace services, and process improvement. Success in this role requires solid communication, financial acumen, strategic thinking, vendor management experience, and the ability to balance day-to-day operational excellence with long-term technology modernization and organizational change initiatives.

Primary Responsibilities:

• ITSM & Incident Management Tools (ServiceNow, ITIL Processes) - Ability to manage incident workflows, escalations, SLA compliance, reporting, knowledge articles, and major incident processes using platforms such as ServiceNow. This aligns directly with Field Services incident workflow ownership responsibilities

• Technical Troubleshooting & Infrastructure Knowledge - Solid understanding of desktops, networks, servers, applications, telecommunications, cloud services, and integrations to quickly assess impact, coordinate technical teams, and drive service restoration

• Root Cause Analysis & Problem Management - Ability to analyze incidents, identify trends, perform root cause analysis, facilitate post-incident reviews, and develop preventive actions to reduce recurring issues

• Monitoring, Reporting & Operational Analytics - Proficiency in dashboards, incident metrics, SLA reporting, trend analysis, and operational monitoring tools to identify risks, prioritize incidents, and provide actionable data for leadership decisions

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:

• Management experience

• Healthcare experience

• IT background and AI

• Driving AI Tech efficient in the field

• Proven time management for the team, collaborating with all 4 teams in the field

• Proven ability to challenge team with offshore goals (Philippines/India)

• Proven ability to manage staff in a healthcare environment

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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