Director – Desktop Support
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Job Description
Director leading HealthEdge’s global IT service desk for healthcare technology operations. Driving AI-enabled support, follow-the-sun coverage, and exceptional service for 7,500 employees.
Responsibilities:
- Execute a 24/7/365 global service desk strategy aligned with corporate IT objectives and business goals
- Foster customer service excellence, accountability, and continuous learning
- Build high-performing teams through recruiting, onboarding, and training
- Oversee daily operations of Tier 1, Tier 2/3, and hardware support service desk teams
- Establish SLOs, KPIs, and operational metrics to improve service delivery
- Drive AI transformation through intelligent ticket triage and routing, predictive issue detection, and self-service deflection
- Champion AI copilots and agentic tools for L1/L2 technicians
- Define and track AI-driven efficiency metrics
- Manage annual budget planning, forecasting, and cost optimization
- Implement and optimize follow-the-sun support across India, the US, The Philippines, Mexico, and the UK
- Manage third-party vendors, managed service providers, and technology partners
- Build partnerships with HR, Finance, and other corporate functions
- Implement and optimize ITSM tools, AI-enabled knowledge bases, and self-service portals
- Evaluate and implement AI-powered chatbots, automation, analytics, and emerging technologies
- Ensure integration between service desk platforms and email, IAM, and HRIS systems
- Drive adoption of remote support tools, asset management systems, and monitoring solutions
- Maintain security and compliance standards across service desk technologies
Requirements:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field
- 10+ years of progressive IT experience
- At least 5 years in service desk leadership roles
- 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
- Experience with ITSM platforms
- 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, endpoint management, and security operations
- Familiarity with integration patterns between ITSM, HRIS, and identity management systems
- Demonstrated ability to lead, develop, and retain high-performing global teams
- Strong change management capabilities and organizational transformation experience
- Excellent communication skills with ability to present to executive audiences
- Proven track record of building and scaling service desk operations
- Experience managing budgets, vendor relationships, and contractual negotiations
- Customer service orientation and commitment to exceptional user experiences
- Data-driven decision making with strong analytical and problem-solving skills
- Strategic thinking combined with hands-on operational capabilities
- Cultural sensitivity and ability to work effectively across diverse global teams
- Adaptability and resilience in fast-paced, dynamic environments
- Experience with email and IAM system federations and complex merger/acquisition IT integrations
- Background or familiarity with healthcare compliance, including HIPAA and SOC 2, and security frameworks
- Hands-on experience implementing AI/ML-powered ITSM capabilities, with measurable impact on deflection or resolution metrics
- Candidates may be required to complete a pre-employment criminal background check
Benefits:
- Remote work environment
- 24/7/365 follow-the-sun coverage model
- May require travel dependent on company needs
- Reasonable accommodations for individuals with disabilities
- Equal opportunity employment
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