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Associate Tech Support Manager

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Optum

Nov 11

Applications are closed

  • Job
    Full-time
    Expert Level
  • IT & Cybersecurity
    People, HR & Administration
  • Cebu City

Requirements

  • 10+ years of excellent analytical and troubleshooting experience
  • 6+ years into people manager role
  • 6+ years of IT Helpdesk Manager experience
  • Should have voice support / call center experience - A minimum of 6+ years
  • Ability to build, develop, direct, and manage a group of people. Possess solid People management skills, research, analytical, qualitative &
  • Operations management skills
  • Ability to support Business that runs 24/7 and provide solutions to customer pain points
  • Ability to handle complex and ambiguous scenarios. Both process and people related
  • Ability to organize, prioritize and schedule work assignments. Possess a solid follow up mechanism
  • Ability to make administrative and procedural decisions. Possess a solid administrative skill
  • BAU (business as usual) / Operations Management Skills to run day to day operations on the shop floor. Handle all staffing gaps and seating plans (Capacity planning)
  • Strength - Organizing skills, People Management skills and Team Building skills. Very solid in interpersonal and communication skills (both oral and written)
  • Conflict Management Skills - Good at handling tough conversations
  • Decision making skills - Ability to take tough decisions and handle tough conversations. Excellent Communication and Presentation Skills
  • Ability to drive, educate and instill discipline at all levels in the project and people
  • Advanced experience with a wide variety of computer applications including MS - office applications like MS Excel, MS word, Power point etc.

Responsibilities

  • We are looking for an experienced help desk manager (with voice support experience) to oversee our IT Service Desk support team in providing exemplary technical support to our clients. You will be responsible for end-to-end operations, training, supporting, and leading your team
  • Overall, more than 10 years of experience is must. Should have handled people for over 6 years. Should be a solid people lead with people connect
  • Monitoring team performance and developing feedback reports for management
  • Managing escalations and ensuring any issues are resolved in a timely manner
  • Data analysis and data driven insights which will enable you to identify improvement opportunities and take the ServiceDesk to the next level
  • People management skills and leading service desk for multiple locations and countries
  • 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

FAQs

What is the primary responsibility of the Associate Tech Support Manager?

The primary responsibility is to oversee the IT Service Desk support team in providing exemplary technical support to clients, including end-to-end operations management, training, support, and team leadership.

How many years of experience are required for this position?

A minimum of 10 years of experience is required, with at least 6 years in a people management role.

What type of prior experience is necessary for applicants?

Applicants should have over 6 years of IT Helpdesk Manager experience, as well as experience in voice support or call centers.

Is analytical and troubleshooting experience required?

Yes, candidates must have over 10 years of excellent analytical and troubleshooting experience.

What skills are essential for this role?

Essential skills include people management, operations management, organizational skills, conflict management, administrative abilities, and strong communication skills.

What are the preferred qualifications for this position?

Preferred qualifications include knowledge of Wireless, LAN/WAN, Wifi, VDI/Citrix, and strong analytical and presentation skills.

Does the role require managing teams across multiple locations?

Yes, the role involves leading the service desk for multiple locations and countries.

What is the work environment like at Optum?

Optum promotes a culture of diversity and inclusion, providing a supportive atmosphere for employee development and health equity impact.

Are there specific computer application skills needed for this position?

Yes, advanced experience with various computer applications, particularly MS Office applications like Excel, Word, and PowerPoint, is required.

What is the company's stance on equal employment opportunities?

Optum is an Equal Employment Opportunity employer, ensuring all qualified applicants receive consideration without regard to various personal characteristics protected by law.

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Optum

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Optum is a health services and technology company that provides a wide range of solutions to improve healthcare delivery and outcomes. They offer services in healthcare management, data analytics, pharmacy benefit management, and technology solutions to healthcare providers, payers, employers, and government agencies. Optum's ultimate mission is to improve the health system's efficiency and effectiveness, creating a healthier world for everyone. Their purpose lies in collaborating with healthcare partners to address complex challenges, such as improving care coordination, reducing healthcare costs, and enhancing patient experiences. By leveraging data-driven insights and innovative technology, Optum aims to empower healthcare professionals and organisations to deliver high-quality, patient-centered care and drive positive healthcare outcomes for individuals and communities worldwide.

Culture & Values

  • Integrity

    Honour commitments. Never compromise ethics.

  • Compassion

    Walk in the shoes of people we serve and those with whom we work.

  • Relationships

    Build trust through collaboration.

  • Innovation

    Invent the future, learn from the past.

  • Performance

    Demonstrate excellence in everything we do.

OpportunitiesView all

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