Senior Service Desk Leader—ITIL & 24/7 Ops

UnitedHealth Group

Muntinlupa

On-site

Confidential

Full time

4 days ago

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Job summary

UnitedHealth Group is seeking a senior Service Desk Manager in the Philippines to lead and mentor Level 1/2 teams across ITIL-based processes and service delivery. You will drive performance, design career paths, and collaborate with stakeholders to improve incident and request handling while ensuring 24/7/operational coverage.

The role requires strong leadership, vendor and service level management, and the ability to work on US daytime hours.

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 and conduct regular evaluations.
Develop a career progression plan for team members.
Oversee day-to-day Service Desk delivery and meet SLA requirements.
Manage 24/7 or business-hours support models and staffing forecasts.
Develop and optimize ITIL-based processes and drive continuous improvement.
Stay current on technology trends and evaluate new tools to enhance user experience.
Ensure compliance with policies and security protocols.