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 & StrategyLead and develop the Learning Delivery and Content Development teams for ITSS Level 1 and Level 2Define and execute departmental L&D strategy, aligning with ITSS operational goals and KPIsManage budget, resource allocation, and vendor partnerships for training solutions
• Training DeliveryOversee end-to-end delivery of training programs : New Hire Training : Ensure onboarding programs cover technical fundamentals, ticket handling, and quality standardsUpskilling & Cross-Skilling : Design pathways for career progression within ITSSImplement blended learning approaches (instructor-led, virtual classrooms, e-learning)Ensure train-the-trainer programs for internal facilitatorsMonitor training effectiveness through KPIs (CSAT, QA scores, productivity metrics) and provide actionable insights
• Content DevelopmentLead the design and development of learning content : Create modular learning paths for Level 1 and Level 2 rolesDevelop interactive e-learning, simulations, and micro-learning assetsIncorporate knowledge checks, assessments, and gamification for engagementMaintain content repository and ensure updates based on process changes and QA feedbackCollaborate with SMEs to ensure technical accuracy and relevance
• Governance & ReportingMaintain compliance with audit and documentation standardsProvide 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

Required Qualifications :

Preferred Qualification :

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. © Optum Global Solutions (Philippines) Inc. All rights reserved.