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Director, Technical Support

4 months ago

Quezon City, National Capital Region, Philippines UnitedHealth Group Full time

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:

  • Team Management: provides team development, support operations and builds capacity to achieve goals while understanding technology functionality, standard operating procedures, common issues, and solutions across Core Operations in ITSS Space.
  • Strategic Planning and Communication: responsible for developing and implementing strategic plans and aligning with the overall goals of the larger organization. Effective communication of directions and strategies from upper management which results to higher employee experience.
  • Process Optimization: Ensuring efficient and effective service delivery by continually optimizing ITSS processes and procedures to enhance productivity, customer experience and overall quality of service
  • Primary responsibility is to grow, develop, implement, and manage business aligned IT services and service level management.
  • Oversees all aspects and day to day activities of Global ITSS Service Desk delivery which includes incident and request management functions.
  • Manages service delivery teams composed of 150 L1 and L2 employees, individual objectives, performance, and development using broad set of service level management tools.
  • Monitors and reports service delivery metrics and overall performance of handled accounts
  • Understand technology functionality, standard operating procedures, common issues and solutions
  • Maintain up-to-date knowledge about deployed technologies and how they affect the business
  • Empathize with end-user needs and provide technology guidance
  • Stay current on technology trends
  • Assesses team resource needs and adapts based on desired outcomes
  • Recommends new technologies or modifications that improve business outcomes
  • Communicates effectively has the industry knowledge needed to accomplish objectives
  • Provides team development support and builds capacity to achieve goals and mentor talent
  • Synthesizes technical information, learns, and applies the best lessons of experience
  • Reviews process, performance, activities, roles and responsibilities with a focus on continuous process improvement
  • Holds themselves and the team accountable for achieving goals
  • Demonstrates responsiveness by conveying critical information to decision makers
  • Clearly communicates expectations and holds each delivery member accountable for their objectives
  • Develops talent through feedback, job assignment and coaching
  • 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

Common Language of Leadership (CLL)

  • LEADING MYSELF: Self-Management-Achievement Drive-Leading Change & Transitions-Uncertainty & Ambiguity Comfort-Resilience & Resourcefulness-Personal Brand Management-Demonstrating Presence-Growth Mindset-Showing Humility-Using Humor-Self Confidence-Transparency
  • LEADING PEOPLE: Reading & Understanding Individuals-Interpersonal Agility-Conflict Management & Agility-Political Savvy & Agility-Practicing Delegation-Engagement Management-Task & Project Management-Motivating & Influencing-Managing Teams-Developing Others
  • MANAGING MY THINKING: Information Management-Problem Analysis-Critical Thinking-Leveraging Innovation-Mindfulness Management-Planning Skills-Systems Thinking
  • APPLYING KNOWLEDGE and EXPERIENCE: Vision & Strategy Formulation-Business & Commerce Savvy-Technical & Functional Skills-Enterprise Insight-

Required Qualifications:

  • ITIL certified
  • Lean Six Sigma trained / experienced
  • 10+ years of managing multiple teams in different geographies (US and APAC required), 3 years of which should be at least 150 team members
  • 10+ years experience in managing all Tech support channels (Voice, Web, Chat & Level 2 support teams)
  • Service now hands on experience
  • ITSM experience
  • Hands on experience in Customer management, daily SLA management, Vendor management
  • Contribute to cost optimization to meet the organizations financial targets and create efficiency programs to support cost savings attainment
  • Develop and inspire next in line leaders to promote succession planning and develop more experts for the Global Service Desk capability in the Philippines
  • Proven experience in, IT Service Desk, Service Management, Stakeholder Management, or a similar role
  • Strong leadership skills with the ability to motivate and manage a team effectively
  • Proven excellent organizational and multitasking abilities, with a keen attention to detail
  • Proficient in ITIL, ITSM and Service Desk Tools

Preferred Qualifications:

  • COPC certified
  • Microsoft certification
  • Innovation, Automation & infrastructure experience (Telephony infra, AI platforms etc.)
  • Accounts financial management experience

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.

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