Director, Help Desk Center of Excellence

CampusWorks, Inc.

. Lead the day-to-day operations of the centralized Help Desk COE supporting multiple managed services clients within a 24x7x365 operational support environment.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Lead the day-to-day operations of the centralized Help Desk COE supporting multiple managed services clients within a 24x7x365 operational support environment.
Ensure consistent delivery of Tier 1 support services across all supported institutions and customers.
Oversee intake, triage, escalation, and communication workflows for incidents, service requests, and operational support needs.
Ensure incidents and requests requiring advanced technical expertise are properly escalated to the appropriate higher-tier technical resources, operational support teams, or PMO processes as appropriate.
Monitor and manage support queues, call volumes, ticket flow, response times, service levels, staffing coverage, and after-hours operational support processes.
Develop staffing models, scheduling strategies, and workforce management practices to support continuous 24x7x365 operational coverage.
Act as a leadership escalation point for urgent, high-impact, or complex customer support situations.
Establish operational standards, procedures, workflows, and service delivery expectations.
Develop and maintain reporting dashboards, operational metrics, KPIs, and service performance measurements.
Drive operational maturity and process improvement initiatives aligned with ITSM and industry best practices.
Partner with leadership to support operational planning, growth strategies, and service scalability initiatives.

Requirements

What you’ll need

Bachelor’s degree or equivalent combination of education, certifications, and relevant experience.
Minimum of five (5) years of leadership experience within a Help Desk, IT support center, contact center, or managed services support environment.
Minimum of eight (8) years of experience in IT operations, customer support, service delivery, or related technical support roles.
Demonstrated experience leading remote teams in a high-volume, 24x7x365 support or call center-style environment.
Experience managing workforce scheduling, queue management, operational metrics, and service delivery performance.
Experience developing and improving operational processes, procedures, and customer service standards.
Strong leadership, organizational, communication, and interpersonal skills.
Ability to manage multiple priorities in a fast-paced operational environment.

Benefits

Comp & perks

Competitive pay
Robust benefits for full-time employees
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT operationscustomer supportservice deliveryworkforce managementqueue managementoperational metricsprocess improvementreporting dashboardsKPI developmentITSM

Soft Skills

leadershiporganizational skillscommunication skillsinterpersonal skillsability to manage multiple priorities

Certifications

Bachelor's degreerelevant certifications