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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.

Primary Responsibilities:

• We are looking for an experienced help desk manager (with voice support experience) to oversee our IT Service Desk support team in providing exemplary technical support to our clients. You will be responsible for end-to-end operations, training, supporting, and leading your team

• Overall, more than 10 years of experience is must. Should have handled people for over 6 years. Should be a solid people lead with people connect

• Monitoring team performance and developing feedback reports for management

• Managing escalations and ensuring any issues are resolved in a timely manner

• Data analysis and data driven insights which will enable you to identify improvement opportunities and take the ServiceDesk to the next level

• People management skills and leading service desk for multiple locations and countries

• 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:

• 10+ years of excellent analytical and troubleshooting experience

• 6+ years into people manager role

• 6+ years of IT Helpdesk Manager experience

• Should have voice support / call center experience - A minimum of 6+ years

• Ability to build, develop, direct, and manage a group of people. Possess solid People management skills, research, analytical, qualitative &

• Operations management skills

• Ability to support Business that runs 24/7 and provide solutions to customer pain points

• Ability to handle complex and ambiguous scenarios. Both process and people related

• Ability to organize, prioritize and schedule work assignments. Possess a solid follow up mechanism

• Ability to make administrative and procedural decisions. Possess a solid administrative skill

• BAU (business as usual) / Operations Management Skills to run day to day operations on the shop floor. Handle all staffing gaps and seating plans (Capacity planning)

• Strength - Organizing skills, People Management skills and Team Building skills. Very solid in interpersonal and communication skills (both oral and written)

• Conflict Management Skills - Good at handling tough conversations

• Decision making skills - Ability to take tough decisions and handle tough conversations. Excellent Communication and Presentation Skills

• Ability to drive, educate and instill discipline at all levels in the project and people

• Advanced experience with a wide variety of computer applications including MS - office applications like MS Excel, MS word, Power point etc.

Preferred Qualification:

• Wireless, LAN /WAN, Wifi, VDI / Citrix, Analytical skills through tools presentation skills

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. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.