Senior Service Desk Manager – ITIL & 24/7 Ops

UnitedHealth Group; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

UnitedHealth Group is seeking an experienced IT Service Desk Leader in the Philippines to guide Level 1 and 2 support teams, implement ITIL-based processes, and drive continuous service improvements. The role demands strong leadership, vendor management, and the ability to align operations with SLAs and business needs.

You will oversee daily service desk activities, performance tracking, and scheduled coverage for 24/7 or business hours, while collaborating with global stakeholders to deliver

Qualifications

• Bachelor's degree in IT or related field is required.
• 5+ years IT Support/Helpdesk experience with Level 1 and 2 teams.
• 5+ years managing one or more teams.
• 2+ years managing improvement projects.
• Experience with OMNI channel (Voice, Chat, Web).
• Strong Windows, Office365, Mac familiarity and enterprise apps.
• Hands-on SLA management and vendor management skills.
• Deep ITIL and ITSM knowledge; leadership and communication skills.

Responsibilities

• Lead and mentor a team of Service Desk analysts and Supervisors handling Level 1 and 2 support.
• Set clear performance goals and conduct regular evaluations.
• Develop career progression plans for team members.
• Engage in employee engagement activities and knowledge sharing.
• Develop and optimize ITIL-based incident, request, and problem processes.
• Oversee day-to-day Service Desk operations and SLA adherence.
• Assist with 24/7 or business-hour staffing and scheduling.
• Prepare executive-level presentations and root-cause analyses.
• Drive continuous service improvements with leadership and project teams.

Skills

Leadership

Team Management

ITIL

ITSM

Vendor Management

OMNI channel

US Daytime schedule

Performance management

Data-driven decisions

Education

Bachelor's degree in Information Technology, Computer Science, Computer Engineering

Tools

ServiceNow

OMNI

Ticketing system

Remote support tools

Job description

UnitedHealth Group is seeking an experienced IT Service Desk Leader in the Philippines to guide Level 1 and 2 support teams, implement ITIL-based processes, and drive continuous service improvements. The role demands strong leadership, vendor management, and the ability to align operations with SLAs and business needs.

You will oversee daily service desk activities, performance tracking, and scheduled coverage for 24/7 or business hours, while collaborating with global stakeholders to deliver