Global IT Support Director - AI-Driven 24/7 Service Desk

HealthEdge Software, Inc.

Northern (KY)

Hybrid

USD 172,000 - 187,000

Full time

4 days ago

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Job summary

HealthEdge Software, Inc. is seeking a Director of Global IT Support to lead a 24/7 service desk supporting roughly 7,500 employees across five countries.

You will shape world-class service delivery, drive AI-powered automation, and manage distributed teams in a fast-paced healthcare technology company. You will define SLAs, recruit top talent, oversee budgets and vendor relationships, and collaborate with HR, Finance, and security teams to ensure HIPAA-compliant operations and continuous

Qualifications

10+ years IT experience with at least 5 years in service desk leadership.
Experience leading global, distributed IT support teams across time zones.
Proven ability to build and scale service desk operations.
Strong knowledge of ITSM, ITIL v3/v4 preferred.
HIPAA, SOC 2 familiarity and healthcare security awareness.

Responsibilities

Define 24/7 service desk strategy aligned with IT objectives.
Lead and recruit for global multi-tier service desk teams.
Establish SLOs, KPIs and monitor service delivery.
Drive AI transformations including triage and self-service.
Manage budgets, vendor relationships and contracts.

Skills

IT leadership

Global service desk

ITIL

AI/Automation

Vendor management

Budget management

Stakeholder communication

Team development

Education

Bachelor's degree

Master's degree preferred

Tools

ITSM platforms

IAM systems

AI-powered knowledge bases

Job description

HealthEdge Software, Inc. is seeking a Director of Global IT Support to lead a 24/7 service desk supporting roughly 7,500 employees across five countries.

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