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 perks, 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.

IT Service Desk is responsible for leading a team of Service Desk Analysts to deliver exceptional customer support while meeting operational and business objectives. This role focuses on people leadership, performance management, operational excellence, stakeholder collaboration, and continuous process improvement. The Associate Manager ensures that analysts provide timely, high-quality support to end users while maintaining key performance indicators such as CSAT, FCR, Quality, Productivity, and Adherence.





Primary Responsibilities

Manage and lead a team of IT Service Desk Analysts supporting end users through inbound calls and other support channels
Ensure the team consistently meets service level agreements (SLAs) and operational targets
Provide day-to-day support, guidance, and coaching to team members
Conduct monthly one-on-one performance reviews with team members
Facilitate quarterly check-ins focused on employee development, career progression, and goal setting
Analyze key performance metrics and provide actionable feedback
Identify performance outliers through regular metric reviews
Develop coaching and action plans to improve underperforming metrics
Partner closely with cross-functional teams including:
Quality Assurance (QA)
Learning & Development (L&D;)
Workforce Management (WFM)
Reporting & Analytics Team
Lead and support initiatives focused on service delivery improvements
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📌 Associate Technical Support Manager (Gurugram)
🏢 Optum India
📍 Gurugram