Senior Director, Care Help Desk & AI Enablement

Optum, a UnitedHealth Group Company; Makati; On-site; PHP 4,000,000 - 9,000,000; Full time

Job summary

Optum, a UnitedHealth Group Company, seeks an experienced Clinical Service Desk Director to lead a high-volume enterprise support organization serving clinicians and care teams. The role focuses on reliable, compassionate technology support that protects patient-care continuity, leveraging AI, automation, and governance to improve provider experience.

The ideal candidate brings 10+ years in IT support leadership, strong strategic and financial acumen, and a track record of transforming service

Qualifications

• Bachelor’s degree or equivalent professional experience in IT, business, healthcare admin, or related field.
• Progressive leadership experience in enterprise service desk or IT service management.
• Demonstrated success leading large, geographically dispersed teams in a complex, high-availability support environment.
• Strong understanding of ITIL/ITSM, omnichannel support, and service-level governance.
• Experience with AI/automation initiatives and enterprise transformation.
• Ability to translate data and customer insights into strategic decisions and executive communications.
• Experience managing budgets, vendors, and cross-functional collaboration.
• Willingness to operate in US Day or PH night shift as primary hours.

Responsibilities

• Lead a large enterprise Care Help Desk operations, including incident, request, access, and specialty support across channels.
• Ensure timely, effective support for clinicians and care teams while protecting patient-care continuity.
• Manage a multi-layered organization with directors, managers, and frontline leaders; set objectives and accountability.
• Develop workforce plans, staffing models, schedules, and surge strategies to meet demand.
• Oversee service-level performance, speed to answer, first-contact resolution, and customer satisfaction.
• Use data and insights to identify issues and drive upstream improvements in technology and processes.
• Strengthen knowledge-centered support and knowledge governance across teams.
• Drive AI-enabled self-service, automation, and proactive support while maintaining human oversight.
• Coordinate major incidents and escalations with cross-functional teams and senior stakeholders.
• Prepare for acquisitions, integrations, launches, and migrations affecting support demand and tools.

Skills

Executive leadership

Strategic planning

Stakeholder management

Communication skills

Change management

AI and automation in operations

Financial management

Vendor management

Education

Bachelor’s degree in information technology, business, healthcare administration, or related field

Tools

ServiceNow

ITSM platforms

Knowledge management systems

Job description

Optum, a UnitedHealth Group Company, seeks an experienced Clinical Service Desk Director to lead a high-volume enterprise support organization serving clinicians and care teams. The role focuses on reliable, compassionate technology support that protects patient-care continuity, leveraging AI, automation, and governance to improve provider experience.

The ideal candidate brings 10+ years in IT support leadership, strong strategic and financial acumen, and a track record of transforming service