Senior IT Service Desk Leader | Elevate 24/7 IT Support

Hammerjack Pty Ltd; Muntinlupa; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Optum is seeking an experienced IT Service Desk Manager to lead a team of Level 1 and 2 analysts in our Manila operations. The role focuses on service delivery, process improvement, and coordinating with cross-functional teams to meet SLAs while aligning with US daytime schedules.

You will drive ITIL-based processes, supervise performance, and foster a culture of continuous improvement across Core Operations, incident response, and vendor relations.

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.
• 2+ years of experience in managing improvement projects.
• Experience in managing OMNI channel (Voice, Chat, Web).
• Knowledge and Experience with Windows Desktop OS, Office365, Mac and other enterprise applications.

Responsibilities

• Lead and mentor a team of Service Desk analysts and Supervisors handling Level 1 and Level 2 support.
• Set clear performance goals through balance scorecard, conduct regular performance evaluations though check-ins and year-end reviews.
• Develop a career progression plan for team members.
• Conduct and participate in employee engagement activities (team events, skip level sessions, etc.).
• Develops and executes strategies, clear documentation and communication of trends regarding team members, processes, issues, etc.

Skills

Leadership

ITIL/ITSM

Team motivation

Organizational skills

US daytime schedule

Education

Bachelor's degree in IT/CS/Engineering

5+ years IT support/Helpdesk

5+ years managing teams

2+ years managing improvement projects

OMNI channel experience

Windows/Office365/Mac proficiency

Job description

Optum is seeking an experienced IT Service Desk Manager to lead a team of Level 1 and 2 analysts in our Manila operations. The role focuses on service delivery, process improvement, and coordinating with cross-functional teams to meet SLAs while aligning with US daytime schedules.

You will drive ITIL-based processes, supervise performance, and foster a culture of continuous improvement across Core Operations, incident response, and vendor relations.