Help Desk Implementation Lead - Financial Shared Services

Covetrus; Georgia; On-site; USD 10,000 - 60,000; Full time

Job summary

A leading shared services organization is seeking a professional to design and implement a Shared Services Help Desk framework. This role, based in Georgia, offers a salary of up to $64.79 per hour and provides opportunities for career advancement. The ideal candidate will have extensive experience in service delivery and help desk operations. A comprehensive benefits package is also included, highlighting our commitment to employee welfare.

Benefits

Comprehensive benefits package

Paid time off

Supportive work environment

Qualifications

• 5+ years of experience in service delivery, help desk operations, or Shared Services support roles.
• Strong analytical skills and familiarity with performance metrics and reporting tools.
• Excellent communication, problem-solving, and stakeholder management skills.

Responsibilities

• Design and implement a Shared Services Help Desk framework.
• Develop and maintain service level agreements (SLAs) with stakeholders.
• Partner with relevant teams to resolve Tier 2 inquiries.
• Deploy and optimize ticketing platforms, chatbots, and AI agents.
• Conduct root cause analysis on recurring issues.

Skills

Service delivery

Help desk operations

Analytical skills

Stakeholder management

Communication skills

Education

Bachelor’s degree in Business, Operations, IT, or related field

Tools

ServiceNow

Chatbot platforms

Telephony systems

Job description

Employer Industry: Shared Services Organization

Why consider this job opportunity

• Salary up to $64.79 per hour
• Opportunity for career advancement and growth within the organization
• Comprehensive benefits package including health, dental, and vision coverage
• Paid time off, holidays, maternity and parental leave, and military leave
• Chance to build a scalable help desk model and improve employee experience
• Supportive and collaborative work environment focused on service excellence

What to Expect (Job Responsibilities)

• Design and implement a Shared Services Help Desk framework to support Tier 1 and Tier 2 inquiries
• Develop and maintain service level agreements (SLAs) with business and corporate stakeholders
• Partner with Payroll, Invoice-to-Pay, and Order-to-Cash teams to resolve Tier 2 inquiries
• Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with IT
• Conduct root cause analysis on recurring issues and recommend process or system changes

What is Required (Qualifications)

• Bachelor’s degree in Business, Operations, IT, or related field
• 5+ years of experience in service delivery, help desk operations, or Shared Services support roles
• Experience with ticketing systems (e.g., ServiceNow), chatbot platforms, and telephony systems
• Strong analytical skills and familiarity with performance metrics and reporting tools
• Excellent communication, problem-solving, and stakeholder management skills

How to Stand Out (Preferred Qualifications)

• Project Management or Six Sigma certification is a plus

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