Director, Desktop Support

Overview

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.

Position Overview:

We’re seeking an exceptional Director of Global IT Support that will lead and oversee global IT service desk operations, managing a multi-tiered support organization that delivers 24/7/365 follow-the-sun coverage to approximately 7,500 employees across five countries. In this strategic leadership role, you will be responsible for establishing world-class service delivery, driving continuous improvement, and ensuring exceptional end-user experiences while managing distributed teams and complex enterprise IT environments. You will also champion the strategic adoption of AI and automation to transform how support is delivered - reducing ticket volume through intelligent self-service and elevating the role of human agents to higher-value work.

What We Need From You:

• Execute a 24/7/365 service availability global service desk strategy aligned with corporate IT objectives and business goals

• Foster a culture of customer service excellence, accountability, and continuous learning to delight our end users

• Build high-performing teams through effective recruiting, onboarding, and training

• Oversee day-to-day operations of a multi-tiered (Tier 1, Tier 2&3, and HW Support) global service desk organization

• Establish service level objectives (SLOs), key performance indicators (KPIs), and operational metrics to measure and improve service delivery

• Drive AI transformation initiatives to modernize service desk operations, including AI-powered ticket triage and routing, predictive issue detection, and self-service deflection to reduce Tier 1 volume

• Champion adoption of AI copilots and agentic tools for L1/L2 technicians to accelerate resolution time and improve first-contact resolution rates

• Define and track AI-driven efficiency metrics (deflection rate, automated resolution %, agent time saved) alongside traditional SLOs/KPIs

• Manage annual budget planning, forecasting, and cost optimization for service desk operations

• Implement and optimize follow-the-sun support model across India, US, The Philippines, Mexico, and UK locations

• Manage relationships with third-party vendors, managed service providers, and technology partners to purchase hardware, licenses, and complete projects in support of end users

• Build strong partnerships with HR, Finance, and other corporate functions

• Drive implementation and optimization of ITSM tools, AI-enabled knowledge bases, and self-service portals - leveraging natural language search and generative AI to improve knowledge accuracy and findability

• Evaluate and implement emerging technologies including AI-powered chatbots, automation, and analytics

• Ensure integration between service desk platforms and enterprise systems (email systems, IAM, HRIS systems, and more)

• Drive adoption of remote support tools, asset management systems, and monitoring solutions for end users

• Maintain security and compliance standards across all service desk technologies

What You Will Bring To HealthEdge:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field (Master's degree preferred)

• 10+ years of progressive IT experience with at least 5 years in service desk leadership roles

• Proven experience managing global, distributed IT support teams across multiple time zones

• Experience supporting organizations of 5,000+ employees in complex, multi-site environments

• Deep expertise in ITSM frameworks (ITIL v3 or v4 certification strongly preferred)

• Experience with ITSM platforms

• Strong knowledge of enterprise IT infrastructure including email, document sharing, user management systems, identity management, and cloud platforms

• Understanding of enterprise mobility management, end user computing (EUC), endpoint management, and security operations

• Familiarity with integration patterns between ITSM, HRIS, and identity management systems

• Demonstrated ability to lead, develop, and retain high-performing global teams

• Strong change management capabilities with experience leading organizational transformations

• Excellent communication skills with ability to present to executive audiences

• Proven track record of building and scaling service desk operations

• Experience managing budgets, vendor relationships, and contractual negotiations

• Customer service orientation with commitment to exceptional user experiences

• Data-driven decision making with strong analytical and problem-solving skills

• Strategic thinking combined with hands-on operational capabilities

• Cultural sensitivity and ability to work effectively across diverse global teams

• Adaptability and resilience in fast-paced, dynamic environments

• Experience with email and IAM systems federations and complex merger/acquisition IT integrations

• Background or familiarity with healthcare compliance (HIPAA, SOC 2) and security frameworks

• Hands-on experience implementing AI/ML-powered ITSM capabilities - chatbots/virtual agents, intelligent ticket routing, automated knowledge management, or predictive analytics - with measurable impact on deflection or resolution metrics

• Previous experience in merger and acquisition IT integration projects a plus

Geographic Responsibility: Remote, US

Type of Employment: Full-time, permanent

FLSA Classification (USA Only): Exempt

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybrid or remote work environment.

• Long periods of time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

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**The annual US base salary range for this position is $172,000 to $187,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.