Director – Desktop Support

HealthEdge

. Execute a 24/7/365 global service desk strategy aligned with corporate IT objectives and business goals .

Posted 9/21/2026full-timeRemote • United StatesLead💰 $172,000 - $187,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing global service desk operations, including AI-driven efficiency metrics, ITSM frameworks, and vendor relationships. Proven ability to lead high-performing teams while ensuring exceptional customer service and compliance with security standards.

Highest-signal resume keywords

ITSM FrameworksAI/ML-Powered ITSM CapabilitiesService Desk LeadershipBudget ManagementChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITIL v3 or v4 CertificationEnterprise IT InfrastructureEmail Management SystemsIdentity ManagementCloud PlatformsEndpoint ManagementData-Driven Decision MakingAnalytical SkillsOperational MetricsAI-Driven Efficiency Metrics

Soft Skills

Excellent Communication SkillsCustomer Service OrientationCultural SensitivityAdaptabilityResilience

Tools & Technologies

ITSM PlatformsSelf-Service PortalsRemote Support ToolsAsset Management SystemsMonitoring Solutions

Certifications & Qualifications

Bachelor's Degree in Information TechnologyBachelor's Degree in Computer ScienceBachelor's Degree in Business Administration

Industry Keywords

Healthcare ComplianceHIPAASOC 2Security FrameworksGlobal IT Support

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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