Care Help Desk Director | AI-Driven Support Leader

Optum Philippines; Philippines; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

Optum Philippines seeks an experienced Care Help Desk Director to lead a high-volume, enterprise support organization serving clinicians, care delivery teams, and business partners across Optum Health. This leader will drive reliable, responsive, and compassionate technology support to protect patient-care continuity and improve provider experience.

Responsibilities include defining the Care Help Desk strategy, building a high-performing leadership team, managing budgets and vendor

Qualifications

• 10+ years in IT support or service-management
• 5+ years leading managers and multiple teams
• Experience in enterprise service desks serving clinicians
• Knowledge of ITIL and ITSM practices
• Experience with omnichannel support
• Experience adopting AI/automation
• Strong communication and stakeholder skills
• Experience in US day / PH night shift

Responsibilities

• Lead end-to-end Care Help Desk operations 24x7
• Define strategy and align with IT Support Services priorities
• Build and develop an inclusive leadership team
• Oversee budgets, vendor management, and performance
• Drive AI-enabled support and automation
• Coordinate major incidents and executive communications

Skills

Executive leadership

ITIL / ITSM

Multisite coordination

AI & automation

Stakeholder management

Operational governance

Communication excellence

Strategic planning

Change management

Education

Bachelor's degree or equivalent

Tools

ServiceNow

ITSM tools

Job description

Optum Philippines seeks an experienced Care Help Desk Director to lead a high-volume, enterprise support organization serving clinicians, care delivery teams, and business partners across Optum Health. This leader will drive reliable, responsive, and compassionate technology support to protect patient-care continuity and improve provider experience.

Responsibilities include defining the Care Help Desk strategy, building a high-performing leadership team, managing budgets and vendor