Senior Director Tech Support

Quezon City, Metro Manila
Permanent
Full-time

25 days ago

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.The Sr Director is a leadership role within IT Support Services team. The Senior Director of ITSS (Clinical/Care Support) will lead and manage the IT helpdesk team, ensuring the delivery of high-quality technical support to clinical staff and healthcare providers. This role requires a strategic leader with a deep understanding of clinical workflows, healthcare IT systems, and a commitment to improving patient care through efficient and effective IT support.Primary Responsibilities:

Leadership and Management

Lead, mentor, and develop a team of IT helpdesk professionals, fostering a culture of excellence and continuous improvement
Develop and implement strategic plans for the IT helpdesk to align with organizational goals and clinical needs
Provides leadership to and is accountable for the performance and delivery of a team that includes leaders and leaders of leaders
Collaborate with clinical leadership to understand and address the IT support needs of healthcare providers
Leverage data and analytics to identify areas of employee experience improvement
Operational Oversight:

Oversee the daily operations of the IT helpdesk, ensuring timely and effective resolution of technical issues
Implement and monitor key performance indicators (KPIs) to measure the efficiency and effectiveness of the helpdesk services
Ensure compliance with healthcare regulations and standards, including HIPAA and other relevant guidelines
Market insights leveraged to monitor trends and external landscape, and to inform and prioritize capability strategies and customer use case scenarios
Defining / measuring / monitoring key metrics & measurements that will guide the realization of strategy and change management outcomes
Technical Expertise:

Provide expert guidance on the use and support of clinical IT systems, including electronic health records, telehealth platforms, and other healthcare technologies
Stay current with emerging technologies and trends in healthcare IT to continuously improve support services
Lead the implementation of new IT solutions and upgrades, ensuring minimal disruption to clinical operations
Stakeholder Engagement:

Serve as the primary point of contact for clinical staff regarding IT support issues and initiatives
Build and maintain solid relationships with clinical departments, understanding their unique IT needs and challenges
Communicate effectively with senior leadership, providing regular updates on helpdesk performance and strategic initiatives
Partner with stakeholders to identify pain points, define solutions, enable successful prioritization, development, delivery, and adoption of capability
Develops and leads engagement activities: NPS or Customer Satisfaction surveys, focus groups, advisory councils and has close loop processes with customers and stakeholders to connect the work to the value delivered and leverages storytelling to communicate. Serve as the capability champion and apply deep expertise to credibly represent, manage, and engage with business(es)
Budget and Resource Management:

Develop and manage the IT helpdesk budget, ensuring efficient use of resources
Identify opportunities for cost savings and process improvements without compromising service quality
Oversee vendor relationships and contracts related to IT support services
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

Qualifications:

Bachelor's degree in technology, business, engineering, management and other related fields; graduate degree/ master's degree preferred.
Minimum of 15 years of experience in IT support, with at least 10 years in senior leadership role
Minimum of 2 years of experience in a clinical, medical, and/or health care provider setting
Strong understanding of clinical workflows and healthcare IT systems.
Demonstrated experience, confidence, and credibility in communicating and presenting information to senior leadership in clinical/ medical/ healthcare work settings
Excellent leadership, communication, executive presence, and interpersonal skills, with proven ability to influence senior executive and drive operational change
Proven ability to manage large and geographically dispersed teams and complex projects.
Knowledge of healthcare regulations and standards
Understanding of local labor regulations and its workforce implications
Ability to work highly flexible hours aligned with U.S. time zones

Reporting RelationshipThe Senior Director of ITSS for Clinical/Care Support will report into the VP for Enterprise Technology Infrastructure & Platforms Services (ETIPS).Role LocationTravel may be required from time to time locally, in the US and other global sites, but the role will be based in Metro Manila or Cebu, Philippines.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. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.

UnitedHealth Group

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