IT Service Desk director - muntinlupa city, ncrOptum

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
The IT Service Desk Director is responsible for defining the strategy and direction for 24 x 7 service desk support, which includes leadership of multi-location service desk teams, incident Management & Executive support functions. This individual will instill a culture of accountability, build relationships and implement an enterprise support model with standard operating procedures to ensure consistent delivery across all areas of support and tools. Leadership role, accountable for transforming the IT Service Desk to be face of IT for the employees of Optum, part of the UnitedHealth Group family of businesses, empowering the end users to be self-reliant with their IT needs.
Primary Responsibilities:
Oversee 100% of the requests, incidents, changes and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents
Develop and mature phone/ticket escalation processes and system
Analyze performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues
Drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage incidents and requests queue
Ensure the service desk provides and delivers high levels of support by providing trends, reports and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement
Manage performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition
Identify, recommend, develop and implement programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management
Work with our global IT management teams to ensure NPS is obtained at the highest level in all geographical locations
Develop and execute a strategy capable of changing a reactive organization to being proactive and highly efficient
Influence team members, peers, customers and stakeholders
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:
ITIL v3.0 foundation certified
15+ years of professional experience in supporting / leading enterprise infrastructure or applications in a formal enterprise service desk environment
5+ years of supervisory and management experience (large teams 80+ with multiple locations)
5+ years of experience with various Global IT Service Desk technologies / platforms - Eg: HP SM, BMC Remedy, ServiceNow; ACD Systems - Cisco, Avaya, Remote Management Tools (SCCM, Altiris, WebEx, etc.), Workforce Planning - IEX (NICE)
Experience and track record of transforming a Global IT Service Desk to improve delivery and satisfaction
Excellent knowledge of ITIL frame works for Service Delivery and service support processes
Thorough understanding of ITIL-best practices and trends
Ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture
Preferred Qualifications:
HDI certification
Experience with supporting digital services and RPA / AI / ML initiatives
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
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. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: IT Service Desk Director, Service Desk, HP SM, BMC Remedy, ServiceNow, ACD Systems, Cisco, Avaya, Remote Management Tools, SCCM, Altiris, WebEx, Workforce Planning, IEX, NICE, Global IT Service Desk, ITIL, Alabang, Muntinlupa City, NCR, National Capital Region
Bossjob

Muntinlupa City, Metro Manila
Permanent
Full-time