Senior Service Desk Manager - ITIL & 24/7 Ops

UnitedHealth Group; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

UnitedHealth Group in Makati seeks an experienced Service Desk Lead to manage L1/L2 teams, ensure SLA-aligned delivery, and drive continuous improvement. The role requires strong ITIL/ITSM knowledge, leadership, and stakeholder engagement with US daytime hours.

The position focuses on service delivery, process optimization, and team development within a global organization committed to health outcomes. This is a on-site role based in Metro Manila.

Qualifications

• ITIL, ITSM and service management principles knowledge required.
• Proven leadership and ability to manage multiple teams.
• Experience in OMNI channel (Voice, Chat, Web) and service delivery.

Responsibilities

• Lead and mentor a team of Service Desk analysts and Supervisors (L1/L2).
• Ensure SLA adherence, monitor reports and distribute workload for Core Operations.
• Develop career progression plans and conduct performance reviews.
• Drive continuous improvement and document trends for teams and processes.
• Oversee 24/7 or business-hours support models and staffing.

Skills

Leadership

ITIL

Team management

Service Desk

Stakeholder engagement

Communication

Change management

US Daytime schedule

Education

Bachelor's degree in IT

Tools

ServiceNow

OMNI

Ticketing system

Remote support tools

Job description

UnitedHealth Group in Makati seeks an experienced Service Desk Lead to manage L1/L2 teams, ensure SLA-aligned delivery, and drive continuous improvement. The role requires strong ITIL/ITSM knowledge, leadership, and stakeholder engagement with US daytime hours.

The position focuses on service delivery, process optimization, and team development within a global organization committed to health outcomes. This is a on-site role based in Metro Manila.