Help Desk Lead - Financial Shared Services

Remote Jobs; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading financial services provider is seeking a candidate with extensive experience to oversee their centralized Shared Services Help Desk. You will be responsible for establishing workflows, managing ticket resolutions, and collaborating with various teams to resolve issues. The ideal candidate has a Bachelor's degree, a minimum of 5 years in service delivery, and proficiency with ticketing systems. Competitive hourly rate based on experience, along with comprehensive benefits.

Benefits

401(k) savings plan with company match

Generous paid time off

Comprehensive health, dental, and vision benefits

Qualifications

• Minimum of 5 years of experience in service delivery or help desk operations.
• Strong analytical skills and familiarity with performance metrics.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Design and manage a centralized Shared Services Help Desk.
• Establish SLAs and standardized workflows for ticket resolution.
• Monitor service performance through KPIs and conduct improvement initiatives.

Skills

Proficiency with ticketing systems

Strong analytical skills

Excellent communication

Education

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

Tools

ServiceNow

Job description

Overview

Employer Industry: Financial Shared Services.

Benefits

• Competitive hourly rate up to $64.79 based on experience and location
• 401(k) savings plan with company match
• Generous paid time off, including maternity, parental, and military leave
• Comprehensive health, dental, and vision benefits
• Eligibility for short-term incentive plans in certain positions
• Opportunity to lead and innovate in a dynamic Shared Services environment

Responsibilities

• Design, implement, and manage a centralized Shared Services Help Desk for Tier 1 and Tier 2 inquiries
• Establish and maintain SLAs, standardized workflows, and escalation protocols for timely ticket resolution
• Collaborate with Payroll, Invoice-to-Pay, and Order-to-Cash teams to resolve complex Tier 2 issues
• Deploy and optimize ticketing platforms, chatbots, AI agents, self-service portals, and telephony systems
• Monitor service performance through KPIs and conduct continuous improvement initiatives

Qualifications

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

Preferred Qualifications

• Project Management or Six Sigma certification

Notes

#FinancialServices #HelpDesk #LeadershipOpportunity #CareerGrowth #CompetitiveCompensation

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