Senior Tech Support Leader | Service Desk & ITIL Expert

Optum; Muntinlupa; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Optum is a global health services company seeking a Senior Manager Tech Support to lead a high-performing Service Desk team in the Philippines. The role focuses on incident and request resolution, service delivery, and continuous improvement within ITIL-based processes.

You will mentor analysts and supervisors, manage 24/7 or business-hours coverage, align metrics, and collaborate with stakeholders to drive operational excellence and superior user experience.

Qualifications

• Bachelor’s degree in IT/CS/CE 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 scorecards and regular performance evaluations.
• Develop a career progression plan for team members.
• Oversee day-to-day Service Desk operations and ensure SLA adherence.

Skills

Leadership

ITIL/ITSM

Vendor management

Windows/Desktop OS

Office365

Team management

Service Desk tools

Education

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

Tools

ServiceNow

OMNI

AI

Job description

Optum is a global health services company seeking a Senior Manager Tech Support to lead a high-performing Service Desk team in the Philippines. The role focuses on incident and request resolution, service delivery, and continuous improvement within ITIL-based processes.

You will mentor analysts and supervisors, manage 24/7 or business-hours coverage, align metrics, and collaborate with stakeholders to drive operational excellence and superior user experience.