HR Shared Services Manager with Ticketing Experience

PANGEATWO; Birmingham (AL); On-site; USD 95,000 - 105,000; Full time

Job summary

A mission-driven healthcare organization in Birmingham, AL, is seeking a Human Resources Shared Services Manager to lead a team, oversee daily HR operations, and support employee experience. The ideal candidate has 3+ years of HR experience, ticketing system knowledge, and strong leadership skills. This full-time role requires a Bachelor's degree in HR or related field and offers an opportunity to make a meaningful impact on the employee journey.

Qualifications

• 3+ years of HR experience, preferably in shared services or help desk environments.
• 1+ year of supervisory or leadership experience preferred.

Responsibilities

• Supervise and mentor HR Shared Services team members.
• Manage day-to-day HR help desk operations.
• Monitor workloads, staffing, and service level agreements (SLAs).
• Analyze service metrics and recommend process improvements.

Skills

Ticketing system experience (Oracle, PeopleSoft, Workday)

HR practices and policies knowledge

Supervisory skills

Education

Bachelor’s degree in Human Resources, Business Administration, or related field

Job description

Human Resources Shared Services Manager

$95 K - $105 K

Birmingham, AL

Are you an HR professional with help desk or ticketing system experience who thrives in a fast‑paced, service‑driven environment? Join a mission‑driven healthcare organization and play a key role in delivering an exceptional employee experience. You’ll be part of a collaborative, compassionate team that supports employees who, in turn, support patients on their rehabilitation journey. This position oversees the daily operations of the HR Shared Services function, ensuring timely, accurate, and high‑quality support to employees across the organization. You’ll lead a team of three Onboarding Coordinators and report directly to the Director of HR Operations.

Responsibilities

• Supervise and mentor HR Shared Services team members, providing coaching and performance feedback
• Manage day‑to‑day HR help desk operations, including escalated employee inquiries
• Monitor workloads, staffing, and service level agreements (SLAs)
• Serve as the primary escalation point for complex HR issues
• Analyze service metrics (response time, resolution rates, employee satisfaction)
• Develop and maintain SOPs, scripts, and HR knowledge base content
• Identify trends and recommend process improvements
• Partner with HR leaders and cross‑functional teams to improve the employee experience
• Ensure compliance with HR policies, procedures, and employment laws

Qualifications

• Ticketing system experience required: Oracle, PeopleSoft, Workday, or similar
• 3+ years of HR experience, preferably in shared services or help desk environments
• 1+ year of supervisory or leadership experience preferred
• Strong knowledge of HR practices, policies, and employment laws
• Bachelor’s degree in Human Resources, Business Administration, or related field preferred

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Human Resources
• Staffing and Recruiting