Director Technical Support

Optum, a UnitedHealth Group Company; Makati; Hybrid; PHP 1,500,000 - 2,100,000; Full time

Job summary

Optum, a UnitedHealth Group company, seeks an IT leadership professional to drive Global ITSS Service Desk operations in the Philippines. You will manage incident and request handling across L1/L2 teams, align operations with strategic goals, and champion continuous improvement to elevate service quality.

The role demands ITIL certification, 10+ years of team leadership, Lean Six Sigma, and hands-on ServiceNow experience to optimize costs and develop next‑generation leaders for the Global

Qualifications

• ITIL certified
• 10+ years of managing multiple teams, including large teams of 150+ members
• ITSM experience
• Lean Six Sigma trained or certified
• Experience managing all tech support channels (Voice, Web, Chat & Level 2) with hands-on ServiceNow
• Hands-on experience in customer management, daily SLA management and vendor management
• Experience contributing to cost optimization and efficiency programs
• Ability to develop and inspire next-generation leaders for Global Service Desk in the Philippines

Responsibilities

• Oversee Global ITSS Service Desk delivery, including incident and request management
• Grow, develop, implement, and manage business-aligned IT services and service level management
• Lead teams of 150 L1 and L2 staff, set objectives and manage performance
• Monitor and report service delivery metrics and overall account performance
• Communicate effectively and stay current on technology trends
• Mentor talent and drive continuous process improvement

Skills

ITIL

Team management

ITSM

Lean Six Sigma

ServiceNow

Customer management

Vendor management

SLA management

Tools

ServiceNow

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Team Management: provides team development, support operations and builds capacity to achieve goals while understanding technology functionality, standard operating procedures, common issues, and solutions across Core Operations in ITSS Space
• Strategic Planning and Communication: responsible for developing and implementing strategic plans and aligning with the overall goals of the larger organization. Effective communication of directions and strategies from upper management which results to higher employee experience
• Process Optimization: Ensuring efficient and effective service delivery by continually optimizing ITSS processes and procedures to enhance productivity, customer experience and overall quality of service
• Primary responsibility is to grow, develop, implement, and manage business aligned IT services and service level management
• Oversees all aspects and day to day activities of Global ITSS Service Desk delivery which includes incident and request management functions
• Manages service delivery teams composed of 150 L1 and L2 employees, individual objectives, performance, and development using broad set of service level management tools
• Monitors and reports service delivery metrics and overall performance of handled accounts
• Understand technology functionality, standard operating procedures, common issues and solutions
• Maintain up-to-date knowledge about deployed technologies and how they affect the business
• Empathize with end-user needs and provide technology guidance
• Stay current on technology trends
• Assesses team resource needs and adapts based on desired outcomes
• Recommends new technologies or modifications that improve business outcomes
• Communicates effectively has the industry knowledge needed to accomplish objectives
• Provides team development support and builds capacity to achieve goals and mentor talent
• Synthesizes technical information, learns, and applies the best lessons of experience
• Reviews process, performance, activities, roles and responsibilities with a focus on continuous process improvement
• Holds themselves and the team accountable for achieving goals
• Demonstrates responsiveness by conveying critical information to decision makers
• Clearly communicates expectations and holds each delivery member accountable for their objectives
• Develops talent through feedback, job assignment and coaching
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• ITIL certified
• 10+ years of managing multiple teams, 3 years of which should be at least 150 team members
• ITSM experience
• Lean Six Sigma trained / experienced
• Experience in managing all Tech support channels (Voice, Web, Chat & Level 2 support teams)
  Service now hands on experience
• Hands on experience in Customer management, daily SLA management, Vendor management
• Experience to contribute to cost optimization to meet the organizations financial targets and create efficiency programs to support cost savings attainment
• Experience to develop and inspire next in line leaders to promote succession planning and develop more experts for the Global Service Desk capability in the Philippines

Preferred Qualifications:

• COPC certified
• Microsoft certification
• Innovation, Automation & infrastructure experience (Telephony infra, AI platforms etc.)
• Accounts financial management experience

Work Schedule:

• Hybrid Work Set-up
• US Shift (8PM-5AM)

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.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.

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