Director – Desktop Support

🕒 Setembro 21

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $172.000 - $187.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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HealthEdge

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2005

🏥 Saúde

💼 Consultoria

⚕️ Seguro de Saúde

Healthcare • Consulting • Healthcare Insurance

HealthEdge é uma empresa especializada em oferecer soluções avançadas para operadoras de saúde por meio do seu HealthRules Solutions Suite. Esse conjunto inclui um sistema digital abrangente de administração e processamento de sinistros, soluções de fluxos de trabalho (workflows) para gestão do cuidado e soluções de integridade de pagamentos, com o objetivo de ampliar a eficiência operacional e melhorar a qualidade do cuidado para os planos de saúde. Ao alavancar tecnologia integrada e automação, a HealthEdge ajuda os planos a eliminar silos de dados, aumentar a precisão dos pagamentos e elevar a experiência dos beneficiários, transformando o ecossistema de saúde para maior colaboração e acessibilidade.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• 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