Help Desk Director

Qubeyond; United States; Remote; USD 110,000 - 120,000; Full time

Job summary

A leading company is seeking a strategic Help Desk Director to oversee global operations and enhance customer support. This role involves managing L1 and L2 teams, optimizing Salesforce CRM, and driving process improvements. The ideal candidate will have extensive leadership experience in technical support, particularly in SaaS or hospitality technology, and will foster a performance-driven culture while ensuring high customer satisfaction.

Qualifications

• Minimum 5 years in a leadership role within technical support or customer service.
• Proven experience managing both L1 and L2 support teams at scale.

Responsibilities

• Lead and manage the entire Help Desk function including L1 and L2 support teams.
• Oversee incident and ticket lifecycle management for timely resolution.

Skills

Leadership

Communication

Customer Service

Problem Solving

Tools

Salesforce

Jira

Smartsheet

Job description

At Qu you’ll find a fun, dynamic, and diverse culture that celebrates team and individual success. Our people are down to earth, trail blazin’ folks who value innovation.

While mostly virtual, we collaborate closely to produce leading-edge software solutions much needed in the restaurant industry.

Qu is seeking a strategic and experienced Help Desk Director to lead our global Help Desk operations, including Level 1 (L1), Level 2 (L2), and general support functions. This role will ensure seamless customer support operations, high satisfaction, and efficient case resolution across all tiers. The Help Desk Director will also be responsible for the administration, strategy, and optimization of Salesforce CRM to enhance support workflows, reporting, and customer experience. The ideal candidate brings a blend of technical expertise, operational leadership, and a passion for continuous improvement. You will mentor a team of managers and technicians, drive process innovation, and act as a key voice in cross-functional initiatives.

At Qu you will:

• Lead and manage the entire Help Desk function, including L1, L2, and general customer support teams.
• Define, implement, and evolve Help Desk strategies aligned with organizational goals and customer experience KPIs.
• Develop scalable support models to accommodate rapid growth and multi-channel support needs.
• Build and manage Help Desk staffing plans, hiring, and development pathways to ensure 24/7/365 coverage when needed.

Team Management & Development

• Provide direct supervision and mentorship to Help Desk Shift Leaders, Supervisors and Managers.
• Foster a performance-driven culture focused on accountability, collaboration, and professional growth.
• Conduct regular training, coaching, and career development sessions to enhance technical knowledge and customer service excellence.

Operations & Process Improvement

• Oversee incident and ticket lifecycle management for L1 and L2 teams; ensure timely, high-quality resolution of customer inquiries and escalations.
• Create and refine SOPs, escalation paths, and internal SLAs for issue response and resolution.
• Monitor and report on Help Desk KPIs including First Response Time, Resolution Time, Customer Satisfaction (CSAT), and ticket volumes.
• Act as a final escalation point for critical incidents, outages, or VIP customer concerns.
• Own and manage the configuration, maintenance, and continuous improvement of Salesforce Service Cloud.
• Collaborate with Salesforce Admins, Developers, and cross-functional stakeholders to optimize support processes and case management automation.
• Drive initiatives that integrate Salesforce data and dashboards to deliver actionable insights across Customer Success, Implementation, and Support teams.
• Ensure Help Desk workflows and reporting within Salesforce reflect operational priorities and support metrics.

Cross-functional Collaboration

• Partner with Product, Engineering, Implementation, and Customer Success to provide feedback loops and close-the-loop processes on bugs, feature requests, and systemic issues.
• Support go-to-market initiatives and product rollouts by aligning Help Desk readiness and knowledge base updates.
• Collaborate with third-party support agencies and vendors, ensuring adherence to SLAs and high service standards.

What we're looking for:

Experience & Skills

• Minimum 5 years in a leadership role within technical support, IT operations, or customer service—preferably in SaaS, POS, or restaurant/hospitality technology.
• Proven experience managing both L1 and L2 support teams at scale.
• Strong background with Salesforce CRM (Service Cloud or similar) including administration, reporting, and integration. Demonstrated ability to manage complex escalations and critical incidents with a calm, solution-oriented approach.
• Deep knowledge of support metrics, ITIL concepts, and customer success best practices.
• Experience in vendor management and third-party help desk oversight.
• Proficiency in project tracking and ticketing platforms such as Jira, Smartsheet, and Salesforce.
• Familiarity with POS systems, IT infrastructure, networking basics, and restaurant/hospitality industry tools.
• Ability to analyze trends, generate executive-level reports, and make data-informed decisions.

Soft Skills

• Exceptional verbal and written communication skills.
• Strong leadership presence with the ability to motivate and guide cross-functional teams.
• Detail-oriented, highly organized, and able to juggle competing priorities.
• Resilient under pressure with a high level of customer empathy.

Other Requirements

• Work Remotely: Yes
• Travel: Yes (As needed for customer visits, leadership offsites, or team events)

The pay range for this role is:

110,000 - 120,000 USD per year (Remote (United States))