Care Help Desk Leader: 24/7 Support & AI-Driven Ops

Optum Philippines; Muntinlupa; On-site; PHP 3,000,000 - 5,000,000; Full time

Job summary

Optum Philippines is seeking 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.

You will define and execute the care desk strategy, drive operational excellence, implement AI-enabled support, and partner with clinicians, business leaders, and vendors to improve patient-care continuity and the provider experience.

Qualifications

• 10+ years IT support or service-management leadership.
• Experience leading large, multi-geography teams.
• Strong ITIL/ITSM knowledge and governance.

Responsibilities

• Provide end-to-end leadership for Care Help Desk operations via multiple channels.
• Ensure timely, effective clinician and care-team support.
• Lead a large organization with cross-functional and vendor partnerships.
• Establish workforce plans, staffing, schedules, and surge strategies.

Skills

Leadership

Strategic thinking

Stakeholder management

Operational excellence

AI and automation

Education

Bachelor's degree in IT / Business / Healthcare

Tools

ServiceNow

Job description

Optum Philippines is seeking 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.

You will define and execute the care desk strategy, drive operational excellence, implement AI-enabled support, and partner with clinicians, business leaders, and vendors to improve patient-care continuity and the provider experience.