Global Tech Support Leader — Service Desk & ITIL

Optum, a UnitedHealth Group Company; Mimaropa; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Optum is seeking an experienced IT Service Desk leader in the Philippines to oversee 24/7/ business-hours support, drive process improvements and ensure the highest standards of incident and request fulfillment. The role requires strong leadership, ITIL expertise and a track record of managing multi-site teams.

You will collaborate with global stakeholders, align with security protocols, and guide continuous service improvements while coordinating with cross-functional teams to deliver reliable

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or related field.
• 5+ years of experience in IT Support (Helpdesk, Service Desk), Level 1 and Level 2 teams.
• 5+ years of experience in managing team/multiple teams.

Responsibilities

• Lead and mentor a team of Service Desk analysts and Supervisors handling Level 1 and Level 2 support.
• Oversee day-to-day activities of Service Desk delivery in line with SLA and industry standards.
• Develop and implement ITIL-based incident, request fulfillment, and problem management processes.
• Manage and optimize Service Desk tools (ticketing system, telephony, remote support, monitoring and reporting).
• Ensure compliance with data protection regulations and security protocols.

Skills

Leadership & team management

Service delivery

ITIL / ITSM

Vendor management

Communication

Problem solving

Education

Bachelor's degree in IT / CS / CE

Tools

ServiceNow

OMNI

AI tools

Job description

Optum is seeking an experienced IT Service Desk leader in the Philippines to oversee 24/7/ business-hours support, drive process improvements and ensure the highest standards of incident and request fulfillment. The role requires strong leadership, ITIL expertise and a track record of managing multi-site teams.

You will collaborate with global stakeholders, align with security protocols, and guide continuous service improvements while coordinating with cross-functional teams to deliver reliable