Learning and Development Manager, Tech Support

Job Description Leadership & Strategy Lead and develop the Learning Delivery and Content Development teams for ITSS Level 1 and Level 2. Define and execute departmental L&D strategy, aligning with ITSS operational goals and KPIs. Manage budget, resource allocation, and vendor partnerships for training solutions. Training Delivery Oversee end-to-end delivery of training programs: New Hire Training: Ensure onboarding programs cover technical fundamentals, ticket handling, and quality standards. Upskilling & Cross-Skilling: Design pathways for career progression within ITSS. Implement blended learning approaches (instructor-led, virtual classrooms, e-learning). Ensure train-the-trainer programs for internal facilitators. Monitor training effectiveness through KPIs (CSAT, QA scores, productivity metrics) and provide actionable insights. Content Development Lead the design and development of learning content: Create modular learning paths for Level 1 and Level 2 roles. Develop interactive e-learning, simulations, and micro-learning assets. Incorporate knowledge checks, assessments, and gamification for engagement. Maintain content repository and ensure updates based on process changes and QA feedback. Collaborate with SMEs to ensure technical accuracy and relevance. Governance & Reporting Maintain compliance with audit and documentation standards. Provide executive dashboards and reports on training impact and workforce readiness using analytics. Key Competencies Leadership: Strategic thinking, team development, decision-making. Technical: ITSS process knowledge, instructional design expertise. Analytical: Data-driven decision-making, metrics interpretation, reporting. Behavioral: Communication, adaptability, stakeholder engagement. Cultural Diversity: Ability to lead and integrate diverse teams across geographies, fostering inclusion and collaboration. Job Qualification Education: Bachelor’s degree in Education, Instructional Design, Information Technology, or related field; Master’s degree preferred. Professional Experience: Minimum 12 years of professional experience. 7+ years in Learning & Development, specializing in technical and process training. 3+ years in leadership roles managing teams and driving strategic initiatives. Domain Expertise: Proven experience in IT support training programs for Level 1 and Level 2 Skills: Strong people leadership, coaching, and stakeholder management. Expertise in instructional design tools (Articulate, Captivate, LMS platforms). Knowledge of ITSS processes, ticketing systems, and ITSM fundamentals. Metrics and Analytics: Ability to interpret training effectiveness data, QA scores, CSAT, and operational KPIs; proficiency in dashboards and reporting tools to drive decisions. Cultural Diversity & Team Fitment: Demonstrated ability to lead and integrate diverse, multicultural teams across multiple geographies. Proven experience in fostering inclusion, collaboration, and team cohesion in global environments. Skilled in adapting leadership style to different cultural contexts. Certifications: Preferred: ITIL Foundation, Instructional Design, Leadership Development. Lean or Six Sigma Training (Green Belt or higher preferred). What we offer Predominantly work from home setup Laptop/Computer Provided by the Company Market Total Rewards Package Retirement Plan Medical Plan (HMO) from Day 1 of employment Dental, Medical, and Optical Reimbursements Life and Disability Insurance Paid Time-Off Benefits Sick Leave Conversion Tuition Fee Reimbursement Employee Assistance Program (EAP) Annual Performance Based Merit Increases Employee Recognition Training and Staff Development Employee Referral Program Employee Volunteerism Opportunity All Mandatory Statutory Benefits Who we are Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare. As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world. We’re a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 25,000 employees in the Philippines. Elevate your career with a leading health care company while improving lives. #J-18808-Ljbffr