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 solutionsTraining 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 insightsContent 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 relevanceGovernance & ReportingMaintain compliance with audit and documentation standardsProvide executive dashboards and reports on training impact and workforce readiness using analyticsComply 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-makingTechnical: ITSS process knowledge, instructional design expertiseAnalytical: Data-driven decision-making, metrics interpretation, reportingBehavioral: Communication, adaptability, stakeholder engagementCultural 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 preferredLean or Six Sigma Training (Green Belt or higher preferred)12+ years of professional experience7+ years in Learning & Development, specializing in technical and process training3+ years in leadership roles managing teams and driving strategic initiativesProven experience in IT support training programs for Level 1 and Level 2 Proven experience in fostering inclusion, collaboration, and team cohesion in global environmentsKnowledge of ITSS processes, ticketing systems, and ITSM fundamentalsExpertise in instructional design tools (Articulate, Captivate, LMS platforms)Skilled in adapting leadership style to different cultural contextsDemonstrated ability to lead and integrate diverse, multicultural teams across multiple geographiesProven solid people leadership, coaching, and stakeholder managementMetrics 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.