Help Desk Operations Director

Job Summary

Leading a centralized Tier 1 Help Desk operation, the full-time salaried Help Desk Operations Director will manage strategic leadership, operational management, and service quality for multiple higher education managed services clients in a remote environment.

Key Responsibilities

• Oversee daily operations of the Help Desk COE, ensuring consistent Tier 1 support across all clients
• Drive improvements in customer experience, operational maturity, and service delivery consistency
• Lead, mentor, and develop staff while managing workforce scheduling and performance metrics

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Minimum of five years of leadership experience in a Help Desk or IT support center environment
• At least eight years of experience in IT operations or customer support roles
• Experience managing remote teams in a high-volume, 24x7x365 support environment
• Demonstrated ability to develop and improve operational processes and customer service standards