Director, Help Desk Center of Excellence

🕒 Maio 20

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CampusWorks, Inc.

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 1999

📚 Educação

🏢 Corporativo

🤝 B2B

Education • Enterprise • B2B

A CampusWorks, Inc. é uma empresa que faz parceria com instituições de ensino superior para resolver desafios e melhorar os resultados dos estudantes por meio de planejamento estratégico e soluções tecnológicas. Somos especializados em serviços gerenciados, otimização de TI, planejamento estratégico, soluções empresariais, gestão de tecnologia e staff augmentation (alocação de profissionais). A CampusWorks oferece soluções sob medida para simplificar operações, aumentar a eficiência e alinhar a tecnologia às missões institucionais. Nossos serviços incluem viabilização de IA, avaliações de sistemas corporativos, staff augmentation e serviços compartilhados, entre outros. Ao priorizar relacionamentos significativos com os campi, ajudamos as instituições a alcançar todo o seu potencial e a promover um ambiente educacional próspero.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

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