Senior Director Tech Support

Sr Director It Support Services

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

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

The Senior Director of ITSS for Clinical/Care Support will report into the VP for Enterprise Technology Infrastructure & Platforms Services (ETIPS).

Travel 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.