Director, Desktop Support (Fully Remote)

Healthedge; United States; Hybrid; USD 150,000 - 210,000; Full time

Job summary

Healthedge is seeking a senior leader to develop and execute a global service desk strategy, ensuring 24/7/365 availability and alignment with corporate objectives. You will build and lead high-performing teams across multiple regions and functions.

This role drives AI transformation, tracks key metrics, manages budget, and ensures HIPAA/SOC 2 compliant operations while partnering with HR, Finance, and other corporate teams.

Responsibilities

• Develop and execute a global service desk strategy ensuring 24/7/365 availability and alignment with corporate objectives.
• Build and lead high-performing teams through recruiting, onboarding, training, and continuous development.
• Establish and track SLOs, KPIs, and operational metrics to measure and improve service delivery.
• Champion adoption of AI copilots and agentic tools for L1/L2 technicians to accelerate resolution.
• Define and track AI-driven efficiency metrics including deflection rate, automated resolution %, and agent time saved.
• Implement AI-powered ticket triage, predictive issue detection, and self-service deflection to reduce Tier 1 volume.
• Manage annual budget planning, forecasting, and cost optimization for service desk operations.
• Optimize follow-the-sun support across India, US, Philippines, Mexico, and UK locations.
• Ensure integration between service desk platforms and enterprise systems (email, IAM, HRIS).
• Maintain security and compliance standards (HIPAA, SOC 2) across all service desk technologies.
• Foster a culture of customer service excellence, accountability, and continuous learning.
• Build strong partnerships with HR, Finance, and other corporate functions.

Skills

Team Leadership

Budget Management

Global Operations

Service Desk

AI Transformation

Job description

• Develop and execute a global service desk strategy ensuring 24/7/365 availability and alignment with corporate objectives.
• Build and lead high-performing teams through recruiting, onboarding, training, and continuous development.
• Establish and track SLOs, KPIs, and operational metrics to measure and improve service delivery.

AI Transformation:

• Champion adoption of AI copilots and agentic tools for L1/L2 technicians to accelerate resolution and improve first-contact resolution.
• Define and track AI-driven efficiency metrics including deflection rate, automated resolution %, and agent time saved.
• Implement AI-powered ticket triage, predictive issue detection, and self-service deflection to reduce Tier 1 volume.

Operational Management:

• Manage annual budget planning, forecasting, and cost optimization for service desk operations.
• Optimize follow-the-sun support across India, US, Philippines, Mexico, and UK locations.
• Ensure integration between service desk platforms and enterprise systems (email, IAM, HRIS).

Compliance and Culture:

• Maintain security and compliance standards (HIPAA, SOC 2) across all service desk technologies.
• Foster a culture of customer service excellence, accountability, and continuous learning.
• Build strong partnerships with HR, Finance, and other corporate functions.

Healthedge

HealthEdge provides AI-powered operational infrastructure for health insurance companies, helping them modernize operations and compete effectively. With strong market momentum, they are growing and investing in their team, fostering a culture of innovation and collaboration.