Technical Support Manager – Cebu

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together

We live in a time of unprecedented technical capability and possibility. Health care is at a pivotal point in this journey where even small gains can lead to major transformation. You could be a part of that – you have tremendous skill and the potential to make a lasting impact. Optum Technology is uniquely positioned to bring your skills to bear on these pressing and life-changing technical challenges. The health care industry has an immediate need for your drive, innovation, passion and technical insight. Help us help the millions of people we serve each day.

Primary Responsibilities:

• Provides leadership and guidance to the Service Desk members
• Directs teams to resolve business problems that affect multiple functions of users
• Responsible for ensuring that the Service Desk SLA consistently meets or exceeds required passing score
• Accountable for service or process decisions that are most likely to impact multiple functions and/or customer accounts (internal or external)
• Develop/oversee/deliver operational or technical training for the team
• Determine headcount/capacity by client portfolio, i.e., new client additional headcount, client attrition results in headcount reduction
• Works on operational tasks regularly (daily, weekly or monthly) and measure its outputs through defined metrics
• Develops and executes strategies for Service Desk Operations
• Provides output that have a solid and direct influence on the revenue of the business as well as team performance
• Prepares executive level presentation, case studies, root cause analysis
• Collaborate and set regular cadence with onshore/offshore counterparts, stakeholders on tools, applications/process improvements
• Create and execute a plan to reduce high call volume drivers, initiate shift-left opportunity
• Collaborate with other Service Desk Managers to align operational principles, and standard operating procedures
• Conducts regular performance review/evaluation
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate of computer related courses, or any related field, or equivalent practical experience
• 8+ years in Supervisory role or 3+ years in Managerial role
• Proficiency in MS office applications, remote support tools, ServiceNow, and Telephony system.

Preferred Qualifications:

• ITIL V4 Certified or trained
• Six Sigma Certified or trained
• Project management fundamental
• With Healthcare background

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location and income – deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.