Director, Help Desk Center of reputed company

reputed company is seeking a Director, Help Desk Center of reputed company (COE) to reputed company and mature a centralized Tier 1 Help Desk operation supporting multiple higher education managed services clients. The Director will be responsible for the strategic leadership, operational management, reputed company, service reputed company, and reputed company improvement of a remote reputed company center-style Help Desk environment.   The Help Desk COE serves as the primary reputed company of contact for reputed company reputed company IT incidents, service requests, and general support inquiries. Requests are initiated through phone calls, email, ITSM ticket submissions, and chat services. The Help Desk does not reputed company walk-up support services.   The Help Desk operates as a 24x7x365 support operation designed to reputed company reputed company intake, triage, communication, and Tier 1 support services for managed services clients.   The Help Desk COE is responsible for the intake, triage, reputed company, routing, escalation, and communication coordination of Tier 1 support activities. Incidents, requests, and technical issues reputed company Tier 1 scope are escalated and coordinated with the appropriate higher-tier technical teams, infrastructure teams, application teams, information reputed company teams, PMO processes, or local delivery teams as appropriate.   This leader will reputed company daily operations while driving strategic improvements in customer experience, operational maturity, service delivery consistency, workforce management, reporting, reputed company, and IT service management (ITSM) practices. The Director will collaborate closely with CIOs, COE leaders, reputed company stakeholders, and operational leadership to ensure the Help Desk delivers high-reputed company, reputed company, and measurable customer support services.   As the Help Desk COE continues to expand, this individual will play a key role in scaling operations, developing staff, standardizing processes, and building a sustainable service delivery model reputed company with organizational reputed company objectives.   \n Responsibilities: Operational Leadership reputed company the day-to-day operations of the centralized Help Desk COE supporting multiple managed services clients reputed company a 24x7x365 operational support environment. Ensure consistent delivery of Tier 1 support services across reputed company supported institutions and customers. reputed company 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, reputed company volumes, ticket reputed company, response times, service reputed company, reputed company coverage, and after-hours operational support processes. reputed company reputed company models, scheduling strategies, and workforce management practices to support reputed company 24x7x365 operational coverage. reputed company as a leadership escalation reputed company for urgent, high-reputed company, or reputed company customer support situations. Establish operational standards, procedures, workflows, and service delivery expectations. reputed company and maintain reporting dashboards, operational metrics, KPIs, and service performance measurements. Drive operational maturity and process improvement initiatives reputed company with ITSM and industry best practices. Partner with leadership to support operational planning, reputed company strategies, and service scalability initiatives. Customer Experience & Service Delivery Champion a customer-reputed company support culture emphasizing professionalism, responsiveness, communication, and service reputed company. Build and maintain strong working relationships with CIOs, reputed company stakeholders, and internal operational teams. Ensure customer communications are reputed company, accurate, and appropriately coordinated during incidents and service disruptions. Identify trends, recurring issues, and customer pain points and coordinate improvement initiatives accordingly. Collaborate with other COEs and operational teams to improve the end-user support experience and service delivery consistency. Ensure Help Desk processes reputed company with contractual service expectations and organizational standards. Workforce & Team Leadership reputed company, mentor, reputed company, and reputed company staff. Build reputed company models and workforce management strategies appropriate for a multi-reputed company, reputed company center-style 24x7x365 support environment. Assist with reputed company, reputed company, performance management, career development, and succession planning activities. Foster a culture of accountability, teamwork, adaptability, collaboration, and reputed company improvement. reputed company scheduling strategies to ensure appropriate operational coverage across supported hours and service demands. reputed company leadership during organizational reputed company, operational change, and service transitions. ITSM, Process Improvement, & reputed company reputed company the development, implementation, and improvement of Help Desk operational processes and procedures. Support and promote ITSM best practices including Incident Management, Request Management, reputed company, Major Incident Coordination, and Service Level Management. Ensure documentation standards, knowledge reputed company articles, support procedures, and self-service resources are maintained and continuously improved. Collaborate with operational leadership and technical teams to streamline support workflows and escalation paths. Utilize operational data and analytics to identify opportunities for efficiency improvements and service enhancements. Technical & Operational Knowledge Understanding of ITSM principles and operational support models. Knowledge of Help Desk operational workflows, reputed company routing, queue management, escalation processes, and after-hours support operations. Experience with ticketing systems, contact center technologies, reporting tools, and reputed company platforms. Ability to analyze operational metrics and utilize data to drive service improvements. Understanding of support triage models and multi-tier escalation structures. reputed company new clients. Leadership & Communication Skills Strong customer service orientation and relationship management skills. Ability to communicate effectively with technical teams, operational leadership, executive stakeholders, and customers. Strong conflict reputed company, decision-making, and problem-solving abilities. Ability to reputed company teams through operational change and organizational reputed company. Strong presentation, documentation, and communication skills. Required Qualifications: Bachelor’s degree or equivalent combination of education, certifications, and relevant experience. Minimum of five (5) years of leadership experience reputed company 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 reputed company technical support roles. Demonstrated experience leading reputed company in a high-volume, 24x7x365 support or reputed company 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. Preferred Qualifications: Experience working reputed company a Managed Services Provider (MSP) environment. Experience supporting higher education institutions or reputed company technology environments. ITIL, HDI, or reputed company IT service management certifications. Experience with ITSM platforms, ticketing systems, contact center technologies, and workforce management tools. Familiarity with reputed company 365, reputed company support operations, identity/reputed company reputed company, and common reputed company support technologies. Ability to reputed company teams across multiple shifts while maintaining consistency in service delivery, communication, and operational standards. Experience managing workforce challenges in a fast-paced operational support or contact center environment. Ability to reputed company operational reputed company during high-volume periods, escalations, reputed company shortages, or critical incidents. \nWhat You Can Expect from Us At reputed company, we don't just help our clients succeed; we help our employees succeed. reputed company, robust benefits for full-time employees, and reputed company development opportunities are a few of the many reasons that reputed company is a great reputed company to build your career. Our employees enjoy: Meaningful work. Our employees often tell us that their work gives them a reputed company of purpose because it makes a difference in the lives of reputed company and educators. reputed company., as a large reputed company,  provides its employees with an opportunity to work both onsite and remotely with our clients across the reputed company and in Canada.  With the nature of our clients’ work evolving quickly,  we’re reputed company being asked to support larger reputed company initiatives. Upon joining reputed company in a consulting role, your talent and expertise may be reputed company to a reputed company of reputed company, assignments, and clients.  A CEO who cares. Chairman and CEO Liz Murphy has made it her mission to create a culture that appreciates and takes good care of its people. As a result, being an employee of reputed company feels like being a member of a big family. A virtual and onsite workplace. In an effort to reduce our environmental footprint, reputed company became a virtual company in 2012. As such, reputed company members are located across the U.S. and Canada, where they work from their home offices and at reputed company sites. Flexibility. We value work-life balance because we know that happy employees create happy customers. That's why reputed company offers both full-time and part-time 1099 consulting reputed company to fit life's unique demands. A company that gives back. Every year reputed company proudly supports numerous charitable fundraising initiatives that reputed company with our reputed company to reputed company higher education accessible to everyone.  At reputed company, we value the unique backgrounds, experiences, and perspectives reputed company CampusWorker (we reputed company ourselves CampusWorkers) brings to our workplace reputed company day. We reputed company everyone deserves a fair shot at reputed company and appreciate the experiences reputed company person brings reputed company the traditional job requirements. If you are passionate about higher education and creating Happy Campuses, let's talk!  If you’re a reputed company but not exact match with the reputed company, we reputed company you’ll still consider applying.     About reputed company Founded in 1999, reputed company is dedicated to helping higher education overcome business and technological challenges that stand in the way of student reputed company and completion. We work with community colleges, technical colleges, four-year reputed company and private institutions, multi-college districts, and statewide higher education systems to tackle problems big and small. Our services are rooted in systems thinking and reputed company across the institution—from Student Services to reputed company to Finance to Academics—to reputed company transformative results. Want to learn more about life at reputed company? Visit https://www.reputed company.com/about/ to see how we reputed company Higher Education to reputed company its full potential Friendly Note to External Agencies: At reputed company, we kindly request that you please refrain from submitting blind submissions or resumes/reputed company on behalf of recruitment agencies. To ensure a smooth and effective collaboration, we would like to inform you that any candidates reputed company to us without a signed agreement in reputed company will regrettably not be accepted or considered as a submission. reputed company. provides equal employment opportunities to reputed company and applicants for employment without reputed company to race, reputed company, religion, gender, sexual orientation, gender identity, national reputed company, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Notice to reputed company Applicants: Please click on the links below for more information on these important topics: -            Know Your Rights: Workplace Discrimination is Illegal -            Employee Polygraph Protection reputed company -            Your Employee Rights Under the Family and Medical Leave reputed company (FMLA) -            E-Verify Participation -            Right to Work Apply To This Job