Director, Help Desk Center of Excellence

📋 Description

• Lead day-to-day operations of centralized Help Desk COE in a 24x7x365 environment.
• Ensure consistent Tier 1 service delivery across institutions and customers.
• Oversee intake, triage, escalation, and communications workflows for incidents.
• Ensure proper escalation to higher-tier resources and PMO processes as needed.
• Monitor queues, call volumes, SLAs, staffing, and after-hours support.
• Develop staffing models and workforce management for continuous coverage.

🎯 Requirements

• Bachelor’s degree or equivalent combination of education, certifications, and relevant experience.
• Minimum five years of leadership in a Help Desk or IT support center.
• Minimum eight years in IT operations, customer support, or related roles.
• Demonstrated experience leading remote teams in a high-volume 24x7 environment.
• Experience managing workforce scheduling, queue management, and metrics.
• Experience developing and improving operational processes and service standards.

🎁 Benefits

• Robust benefits for full-time employees.
• Professional development opportunities.
• Flexible work arrangement: remote and onsite options.
• Virtual workplace with teams across the US and Canada.
• Focus on work-life balance and employee wellbeing.
• Commitment to giving back and community involvement.