Director, Desktop Support
HealthEdge
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $134,000 - $211,000 per year
Job Level
Lead
Tech Stack
CloudITSM
About the role
- Develop and execute a 24/7/365 service availability global service desk strategy aligned with corporate IT objectives and business goals
- Foster a culture of customer service excellence, accountability, and continuous learning to delight our end users
- Build high-performing teams through effective recruiting, onboarding, and training
- Oversee day-to-day operations of a multi-tiered (Tier 1, 2&3, and HW) global service desk organization
- Establish service level objectives (SLOs), key performance indicators (KPIs), and operational metrics to measure and improve service delivery
- Drive AI transformation initiatives to modernize service desk operations and implement self-service capabilities
- Manage annual budget planning, forecasting, and cost optimization for service desk operations
- Manage relationships with third-party vendors, managed service providers, and technology partners to purchase hardware, licenses, and complete projects in support of end users
- Build strong partnerships with HR, Finance, and other corporate functions
- Oversee implementation and optimization of ITSM tools, knowledge bases, and self-service portals
- Evaluate and implement emerging technologies including AI-powered chatbots, automation, and analytics
- Ensure integration between service desk platforms and enterprise systems (email systems, IAM, HRIS systems, and more)
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field (Master's degree preferred)
- 10+ years of progressive IT experience with at least 5 years in service desk leadership roles
- Proven experience managing global, distributed IT support teams across multiple time zones
- Experience supporting organizations of 5,000+ employees in complex, multi-site environments
- Deep expertise in ITSM frameworks (ITIL v3 or v4 certification strongly preferred)
- Strong knowledge of enterprise IT infrastructure including email, document sharing, user management systems, identity management, and cloud platforms
- Understanding of enterprise mobility management, end user computing (EUC), endpoint management, and security operations
- Familiarity with integration patterns between ITSM, HRIS, and identity management systems
- Proven track record of building and scaling service desk operations
- Strong change management capabilities with experience leading organizational transformations
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ITSM frameworksAI transformationservice level objectiveskey performance indicatorsoperational metricscloud platformsendpoint managementidentity managementautomationanalytics
Soft skills
customer service excellenceaccountabilitycontinuous learningteam buildingeffective recruitingonboardingtrainingrelationship managementchange managementorganizational transformation
Certifications
Bachelor's degreeMaster's degreeITIL v3 certificationITIL v4 certification