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 & Strategy
• Lead and develop the Learning Delivery and Content Development teams for ITSS Level 1 and Level 2
• Define and execute departmental L&D strategy, aligning with ITSS operational goals and KPIs
• Manage budget, resource allocation, and vendor partnerships for training solutions
• Training Delivery
• Oversee end-to-end delivery of training programs:
• New Hire Training: Ensure onboarding programs cover technical fundamentals, ticket handling, and quality standards
• Upskilling & Cross-Skilling: Design pathways for career progression within ITSS
• Implement blended learning approaches (instructor-led, virtual classrooms, e-learning)
• Ensure train-the-trainer programs for internal facilitators
• Monitor training effectiveness through KPIs (CSAT, QA scores, productivity metrics) and provide actionable insights
• Content Development
• Lead the design and development of learning content:
• Create modular learning paths for Level 1 and Level 2 roles
• Develop interactive e-learning, simulations, and micro-learning assets
• Incorporate knowledge checks, assessments, and gamification for engagement
• Maintain content repository and ensure updates based on process changes and QA feedback
• Collaborate with SMEs to ensure technical accuracy and relevance
• Governance & Reporting
• Maintain compliance with audit and documentation standards
• Provide 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
  

• Leadership: Strategic thinking, team development, decision-making
• Technical: ITSS process knowledge, instructional design expertise
• Analytical: Data-driven decision-making, metrics interpretation, reporting
• Behavioral: Communication, adaptability, stakeholder engagement
• Cultural Diversity: Ability to lead and integrate diverse teams across geographies, fostering inclusion and collaboration
  
  

• Bachelors degree in Education, Instructional Design, Information Technology, or related field; Masters degree preferred
• Lean or Six Sigma Training (Green Belt or higher preferred)
• 12+ years of professional experience
• 7+ years in Learning & Development, specializing in technical and process training
• 3+ years in leadership roles managing teams and driving strategic initiatives
• Proven experience in IT support training programs for Level 1 and Level 2
• Proven experience in fostering inclusion, collaboration, and team cohesion in global environments
• Knowledge of ITSS processes, ticketing systems, and ITSM fundamentals
• Expertise in instructional design tools (Articulate, Captivate, LMS platforms)
• Skilled in adapting leadership style to different cultural contexts
• Demonstrated ability to lead and integrate diverse, multicultural teams across multiple geographies
• Proven solid people leadership, coaching, and stakeholder management
• Metrics and Analytics: Proven ability to interpret training effectiveness data, QA scores, CSAT, and operational KPIs; proficiency in dashboards and reporting tools to drive decisions
  
  

• ITIL Foundation, Instructional Design, Leadership Development