Director – Desktop Support

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $172k - $187k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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HealthEdge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

HealthEdge is a company that specializes in providing advanced solutions for healthcare payers through its HealthRules Solutions Suite. This suite includes a comprehensive digital claims administration processing system, care management workflow solutions, and payment integrity solutions, which aim to enhance operational efficiency and improve quality of care for health plans. By leveraging integrated technology and automation, HealthEdge helps health plans eliminate data silos, increase payment accuracy, and elevate member experience, thereby transforming the healthcare landscape for better collaboration and accessibility.

📋 Description

• 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