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.

As a Learning and Development Manager - Tech Support, you will be responsible to lead our training initiatives for the Global Service Desk within IT Support Services. The Training Manager will be responsible for both instructional design and developing, implementing, and overseeing training programs that enhance the skills and knowledge of our tech support team members. This role requires a strategic thinker with excellent leadership and communication skills, capable of driving continuous improvement in training processes and outcomes.

Primary Responsibilities:

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

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

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

Required Qualifications:

Bachelor’s degree in Education, Instructional Design, Information Technology, or related field; Master’s degree preferred

Lean or Six Sigma Training (Green Belt or higher preferred)

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

Proven experience in IT support training programs for Level 1 and Level 2

Proven experience in fostering inclusion, collaboration, and team cohesion in global environments

Knowledge of ITSS processes, ticketing systems, and ITSM fundamentals

Expertise in instructional design tools (Articulate, Captivate, LMS platforms)

Skilled in adapting leadership style to different cultural contexts

Demonstrated ability to lead and integrate diverse, multicultural teams across multiple geographies

Proven solid people leadership, coaching, and stakeholder management

Metrics and Analytics: Proven ability to interpret training effectiveness data, QA scores, CSAT, and operational KPIs; proficiency in dashboards and reporting tools to drive decisions

Preferred Qualification:

ITIL Foundation, Instructional Design, Leadership Development

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.

Schedule: Full-time

Shift: Evening Job

Travel: