Manager Tech Support

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Team Management: provides individual and team development, support operations and builds capacity to achieve goals, standard operating procedures, common issues, and solutions across Specialty Services in ITSS space
• Oversees day to day activities of Service Desk delivery which includes incident and service request management
• Monitors reports, service delivery metrics and overall performance of Specialty Services Operations
• Reviews process, team activities, roles and responsibilities with focus on continuous improvement
• Consistently discuss individual performance and development plans through 1:1 session and coaching
• Clearly communicates expectations and holds each member accountable for their performance objectives
• Utilization and maintenance of policies, procedures and playbooks. Active support in the creation and testing of business cases and roadmaps for technology needs and innovation (ServiceNow, Omni, etc.). Support and engagement during roll out of new applications, technologies, tools, and processes
• Compliance and adherence to deliverables/contributions, including trainings, projects, reviews, and other commitments
• Clear documentation and communication of trends regarding team members, processes, issues, etc.
• Hold themselves and the team accountable for achieving goals
• Stay current on technology trends and automation
• Provides leadership to the department assigned, and is accountable for the performance and direction through multiple layers of management and senior level professional staff
• Develops and executes strategies for a function that span a large business unit or multiple markets/sites
• Directs teams to resolve business problems that affect multiple functions or disciplines
• Works on repetitive/ recurring tasks daily with defined daily, weekly or monthly measurable output; Deliverables are highly measurable and quantifiable; Daily tasks are very transactional and have defined outputs (established metrics)
• 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
• Initiate Continuous Service Improvement activities among leaders and execute according to timelines
• Develop a career progression plan for team members
• 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 regard 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:

• 5+ years of experience in managing team size of minimum 10 analysts
• 5+ years of Service Desk management experience
• 5+ years of experience in managing improvement projects
• Advanced communication, presentation, and relationship management skills with the demonstrated ability to influence team members, peers, customers, and stakeholders
• Demonstrated ability to think beyond own function or territorial boundaries and experience aligning decisions within the needs and goals of an entire organization
• Ability to be a champion for change and continuous improvement
• Customer service or relationship management experience
• Proven experience contributing and aligning to a vision and translating that into practical action steps that create results
• Proven experience leveraging performance metric data to drive improvement activities
• Proven self-motivated and able to work with little direct supervision and drive results with disciplined follow-through
• Willing to work on US Daytime schedule and follow US Flexible Holiday

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.

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